Omari Whyne (Skyscanner) – Usabilla Exchange April '15

Usabilla Exchange

9 April 2015

Omari Whyne

Graduate, Marketing

About Skyscanner

Usabilla Aims

Passive Feedback

Challenges

Campaigns

Challenges

Future Plans

Usabilla Aims

Overall aims

1. Generate immediate feedback - mobile & desktop web

2. Inform product development &/or marketing content

3. Squad level insights to support optimisation

4. Country specific insights

Multi-Market Passive Feedback

User Satisfaction/Zendesk

Saved Searches

“They’re very good for getting a quick sense of user sentiment, and

also help me build a sense of what kind of complaints are most

common.

So far, they’ve all raised known issues, so they’ll build into my overall

prioritisation work, and also be a useful source of user quotes.”

Product Owner, Flights

Conditional Drop Down Box

Star Ratings

Challenges

Wording

Wording

Updated Wording

Product Development

Maps Feature

Date Nudgers

Campaigns

Airline Loyalty

Challenges

How did we do it?

Increase in Conversion

• Usabilla has provided us with some great insight into what users think about a

particular part of our website.

o Bugs

o Browse View prices

o Design changes

• Aim: To inform product development

• Aim: To assist with country specific insights

• Weekly Product Governance delivery

Life without Usabilla

Edinburgh • Glasgow • Singapore • Beijing • Miami • Barcelona • Shenzen • Sofia • Budapest