Scaling user acceptance testing at Hawaiian Airlines for better customer experiences

Summary

1

22,000 tickets

With more than 22,000 tickets and feedbacks, Hawaiian Airlines was able to improve the user experience of its platform significantly.
2

80 test scenarios

The QA team of Hawaiian Airlines could handle many test scenarios with Usersnap as their visual feedback tool for Quality Assurance.
3

20 QA agents

With Usersnap, the QA team at Hawaiian Airlines consisting of 20 team members  is able to retrieve high-quality feedback from testers, website visitors, and customers.

About

Now in its 88th year of consecutive service, Hawaiian Airlines is Hawaii's biggest and longest-serving airline. It is also the largest provider of passenger air service between Hawaii and the mainland.

Hawaiian Airlines is ranked by the U.S. Department of Transportation as the world’s most punctual airline for each of the past 13 years (2004-2016)

the challenge

How to scale User Acceptance Testing in order to increase customer satisfaction?

"And most importantly, is our signature mea ho'okipa (translation: I am host) represented on our digital services?"
Launching a new platform is challenging and raises a lot of questions:

- How do my visitors and customers like the new user interface?
- Are business-critical features such as online bookings working for our users?
- What about the navigation patterns throughout our site?

Hawaiian Airlines was faced with these (and many more) questions before releasing their new online booking platform.
The Solution

Usersnap for high-frequent user acceptance tests & live feedback

Screenshot Hawaiian airlines
User Acceptance Testing (UAT) is the process of verifying that a solution, as the new digital offering of Hawaiian Airlines, works for the user.

To make UAT easier, Hawaiian implemented Usersnap on their new websites and across their platforms.
“With Usersnap, the UAT team is able to capture every single user requirement, feature request, bug report, and general feedback within the context of a user.”
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