Usability Matters recently worked with WestJet on the highly successful re-launch of their ecommerce site, www.westjet.com. We were engaged throughout the entire lifecycle of this re-launch, from initial bench-marking and evaluation of existing properties, through an extensive strategy and design exercise, which included several rounds of usability testing.
A specific challenge on this project was bringing numerous disparate digital properties and their attending business stakeholders together into one cohesive site. Our initial bench-marking (comprised of heuristic evaluation and formal usability testing) showed that users could not successfully transition between what were actually different digital properties in order to book flights, book vacations, check-in to flights, access their reservation, etc. This fragmentation occurred organically over time as the site grew and different business units launched initiatives, but overall it was costing WestJet both in terms of tangible sales and in the management effort of multiple disparate properties. Our strategic planning and design phase introduced a framework for bringing all the properties together in a way that would much better serve user and business objectives.