Confirmation page case study

role

Product Designer

client

Lufthansa Airlines

Matrex

Reassurance that the booking is successful

year

2024

Project Overview:

For this project, our goal was to redesign the confirmation page for airport transfers (Bus-Train) on the platform. The primary focus was on restructuring the information architecture and prioritizing content based on user feedback and card sorting exercises.

The Challenge:

After completing the booking steps, users landed on a confirmation page that needed a clearer and more intuitive presentation of information. The previous design lacked a clear hierarchy, causing confusion about important trip details and next steps.

Objectives:

Improve the clarity and hierarchy of the confirmation page.

Prioritize essential information according to user needs.

Enhance the overall user experience by reducing confusion and creating a smoother post-booking process.

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Research & Insights:

To guide the redesign, I conducted user interviews and ran card sorting sessions. These methods helped identify which pieces of information were most critical to users at this stage, such as:

Trip details (date, time, pick-up and drop-off points)

Provider contact information

Instructions for the transfer (e.g., ticket usage, where to find the bus/train)

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Design Approach:

Wireframes & Initial Concepts: I developed wireframes to test different layouts and hierarchies.

Design Iterations: Two design options were created, focusing on:

  1. Information grouping based on user priorities.
  2. Visual hierarchy using typography and spacing.
  3. Adding contextual tips and guidance where needed.

User Testing: The designs were tested with real users to gather feedback on clarity and usability.

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Final Designs:

The chosen design presented key information prominently at the top of the page, with secondary details in a clear, accessible layout. The page included:

  • A quick-glance section with trip essentials.
  • Step-by-step guidance for the day of travel.
  • Easy access to support and additional resources.

Outcome & Impact:

The updated confirmation page led to a noticeable decrease in support queries related to trip details. User satisfaction scores for the post-booking experience improved, reflecting a more streamlined and user-friendly design.

Takeaways:

  • The importance of understanding user priorities through research.
  • How card sorting can guide effective information architecture.
  • Balancing aesthetic design with functional clarity to support user needs.