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User Feedback Analysis

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Kerminasourial edited this page Apr 13, 2026 · 3 revisions

Overview

To evaluate the usability and effectiveness of our WebApp, we collected user feedback using:

  • Maze Testing: 69 participants
  • Google Forms: 50 responses

Maze was used to observe user behavior and task completion, while Google Forms provided quick qualitative feedback during the Capstone Poster Presentation.

One limitation we encountered was that during Maze testing, some users skipped certain questions. In the future, we would mark key questions as mandatory to ensure more complete data, although the current results remain reliable and consistent. Overall, Feedback was very positive. Users found the app intuitive and well-designed. Most feedback focused on small UI/UX improvements.

Figure 1: Users were asked: Was it clear how to check flight eligibility or submit a claim?

Figure 2: Users were asked: Overall, how would you rate your experience?

Figure 3: Users were asked: Did the app provide all the information you were looking for?

Figure 4: Feedback received categorized as sentiments

Maze Report Summary

We conducted usability testing through Maze to understand how users interact with the application. Click here for Full Report

Key Findings

Users generally found the app:

  • Easy to use
  • Visually appealing
  • Most issues were minor UI/UX improvements, not major functionality problems

Main Pain Points

Lack of clarity on:

  • What happens after submitting a claim
  • The laws that determines whether a flight is eligible or not
  • Navigation could be improved: Some UI issues (Dark mode calendar, chatbot purpose clarity)

Google Forms Feedback Summary

The Google Form was designed as a quick 1 minute feedback tool during the Capstone Poster presentation.

Users asked for:

  • Faster process
  • More explanations (especially legal rules)
  • Better navigation
  • More transparency about:
  1. Eligibility rules
  2. User rights
  • Improved visibility of:
  1. Create account option
  2. Help/support sections
  3. Reassurance about data security

What We Took Into Consideration

We prioritized feedback based on:

  • Frequency (How many users mentioned it)
  • Impact on user experience
  • Feasibility within Release 3

Most feedback focused on:

  • Clarity (explanations, legal info)
  • Navigation improvements
  • Small UI fixes

Changes Implemented

UI / Navigation

  • ✔️ Added “Create Account” button next to login
  • ✔️ Improved navigation bar / header menu
  • ✔️ Fixed scrolling issue when clicking Check Eligibility
  • ✔️ Added clearer structure to reduce confusion

Information & Transparency

  • ✔️ Added “See more” links to official regulations
  • ✔️ Added explanations for Eligibility rules & Next steps after claim submission
  • ✔️ Added FAQ-related improvements (Security, Process clarity)
  • ✔️ Added “Next Steps” message after claim submission
  • ✔️ Added password requirements guidance
  • ✔️ Clarified chatbot purpose in welcome message

Bug Fixes

  • ✔️ Fixed the dark mode calendar issue

Future Improvements (Post Release 3)

If more time were available, we would focus on extra features such as:

  • Guest Submissions: Adjusting our WebApp functionality to allow Guest claim submissions
  • Expanded Coverage: Extending the automated complaint engine beyond flight disruptions to include baggage issues and general travel inconvenience.

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