Through surveys and interviews, I was able to gather statistics on how enthusiastic people are about exchanging miles and points, and how well they understand the system. I recorded the key points from the surveys and interviews on individual sticky notes, grouped them based on interview topics, and further categorized them into patterns to create an affinity map.

After completing all the research, I created a persona in the early stages of the design process to deepen my understanding of specific users and user needs.

To clarify the solutions needed to address specific user needs, I created two POV statements based on the personas. I chose one that focuses on confirming the mileage required for redemption, as it is the most crucial for achieving the personas’ goals.

Then, I took the problem into clear questions that help find creative and practical solutions.

As a step to generate ideas to solve the personas’ problems, I mapped out project goals based on the research findings.

I brainstormed key features that address the intersection of business and user goals, while also considering technical feasibility to ensure both are met.

I created a task flow to clarify the steps necessary for the persona to achieve her goals and ensure a user-friendly experience.

To understand user needs and identify potential issues or confusing elements, I created a task flow.

Based on user flows, task flows, and observations of how users want to check their mileage, I sketched features that can solve user’s problems. Then I developed more detailed layouts, digitizing them into mid-fidelity wireframes to make the designs more tangible.

After creating the mid-fidelity wireframes, I conducted a quick usability test with 3 participants to check if users understood the design layout and whether they found the interface easier to use than the original Korean Air design.

Based on the results of the mid-fi usability test, I iterated on the design to make it more user-friendly and help users achieve their goals.

Considering Korean Air's image colors and existing design, I applied the brand colors to the added features.

To confirm whether high-fidelity wireframes can actually achieve user goals, I conducted usability testing with 5 participants aged between 27-68.

Based on the usability testing, I refined the design of the feature that makes it easy for users to see their accumulated mileage and redemption options.

The goal of this project was to help Korean Air users understand and effectively utilize their mileage. Since the research participants were not necessarily Korean Air users, I aimed to address the needs of both current and potential users. The most challenging part of the process was designing new features without disrupting the existing website’s design and functionality. Through repeated usability testing, I was able to gradually align with user goals, enabling them to more easily see how they could use their mileage compared to the existing website. This iterative usability testing process was crucial in refining my approach and ensuring that the final product effectively met user needs. It became clear that reflecting the users’ voices is essential for designing user-friendly features, leading to the creation of better products.' pain points and consider how to enhance the user experience in order to create a better product. Since everyone has different travel purposes and preferences when choosing a restaurant, it was crucial to identify the problems that diverse users face and what they desire. Throughout this project, I came to understand the importance of user feedback and the necessity of collecting valuable insights through research.

On the Korean Air website, it is possible to book flights using mileage. However the number of miles required may vary depending on the date, and users need to check these mile amounts on a separate page, making smooth mileage reservations difficult. To avoid lowering user motivation, it is key to check the availability of mileage bookings and the required miles at the same time. These issues need to be addressed to design more user-centric features.