Research & Discovery
Reviews, benchmarking, heuristic evaluation
The current flow piles up upsells, unclear labels, and surprise costs. easyAir explores how to untangle it, keeping business goals intact, while restoring clarity and trust for users.
Five compact stages: Research & Discovery, Define & Ideate, Redesign, Validate, and Showcase.
Reviews, benchmarking, heuristic evaluation
Problem statement, goals, user flow redesign
Wireframes and style guide
Prototype testing and peer feedback
Before/After, final prototype and outcomes
Reviews, benchmarking, and heuristic evaluation revealed a lack of transparency, excessive upsells, and confusing terminology, creating friction at every step and undermining trust and conversion.
Do not pre purchase your seats… it turned out it’s free seats anyway. Then why pay for it? Just do early check in and you can still choose.
Easyjet changed the flight and then gave me a random seat. Keep changing flights and arbitrarily reallocating paid for seat.
Charging extra to choose seats… then overrides your original seat (and payment). Told you have to pay extra to change your seat back to the original one you already paid for.
On the checkout page it shows both 1 large bag (which I pay extra for), and on the same page ‘what’s my allowance’ shows zero large bag! Confusing… After I then paid of course.
The checkout process is predatory and makes it very easy to add charges unintentionally.
Charge few pounds extra online at the checkout saying price changed… Tricks and traps during buying process created by easyJet feels like cons.
Bought their insurance… at the airport told me the insurance wasn’t valid and pressured me into buying theirs.
£900 for nothing as we couldn’t travel, no help to sort insurance claim.
EasyJet has the nerve to deny my refund based on a no-show, despite your own insurance saying flight delays are covered.
I didn’t want a large cabin bag, nor did I travel with one, yet I was forced to pay for it.
£48 for a bag that isn’t even a full cm bigger than their measuring box is robbery.
They charge me for cabin bag which clearly each person was allowed to take inside the plane… £48 for socks and shorts and a towel few t shirts.
You buy a cabin luggage case… then easyjet decided it doesn’t fit so they charge you extra £48. Basically it’s a rip off.
Never book a car from Easyjet. They are a broker. Book directly with rental company.
Booked a car through EasyJet with Carwiz. Arrived and they said there was no car for us… Left with no car and screaming baby. Had to hire another car.
Booked a car through Easyjet and the hire company tried to rip me off. Walked away with no car and EJ took the full hire fee. Easyjet took no responsibility.
The problem was a fragmented, upsell-heavy checkout that eroded trust and left the process unclear. The direction was to compress steps, standardize language, make pricing unmistakably transparent, and put users in control of extras within a consistent flow.
Once wireframes shaped the flow, brand-tied typography and color preserved the visual identity and kept every step consistent, familiar, and legible.
Five participants (aged 22–61) compared the EasyJet app with the EasyAir prototype. Feedback confirmed that the redesigned flow solved the main pain points.
Clearer and intuitive in EasyAir
Felt confused only in EasyJet
Booking felt faster in EasyAir
Would book flights in EasyAir
The “before” revealed the friction, the mockups and prototype delivered the fixes, and the results spoke for themselves.
EasyAir’s redesign reduced steps, cleared ambiguity, and brought full transparency to pricing and options. Every participant found it quicker, simpler, and more intuitive than EasyJet, calling it appealing and trustworthy.