MakeMyTrip
CLIENT
MakeMyTrip
YEAR
2024
INDUSTRY
Ergonomic Analysis
SERVICES
Research & Strategy
Key Highlights
Cognitive Assessment
Heuristic evaluation and usability testing were used to identify friction across booking flows, focusing on cognitive load, navigation, information hierarchy, and decision-making.
Behavioural Analysis
Task-based observation revealed where users hesitated, repeated actions, missed information, and struggled to understand system feedback during real booking scenarios.
Evaluation Framework
The evaluation combined heuristic analysis, task-based evaluation, cognitive load analysis, and usability testing to examine MakeMyTrip’s critical booking flows. Findings were assessed through user effort, interaction patterns, and decision-making to inform design recommendations.
Key Usability Findings
Every design decision focused on improving usability, increasing engagement.
01
Cognitive Overload
Dense layouts, repeated promotions, and competing information increased cognitive load and slowed decision-making.
02
Mental Models
Inconsistent terminology, unclear labels, and unfamiliar pricing variants conflicted with users’ expectations of the booking flow.
03
Information Hierarchy
Key details such as fares, baggage, and cancellation policies lacked prominence, making comparison and decisions more difficult.
