User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
User expectations
Explored how Americans evaluate airlines and online flight offers.
Site impression
Assessed clarity, tone and layout of the U.S. homepage experience.
Messaging feedback
Identified content mismatches and trust barriers across key sections.
Challenge
LOT’s expansion into the U.S. market required better understanding of how American users interpret airline content, make booking decisions, and perceive foreign brands. The research aimed to uncover potential barriers and identify adjustments needed to improve communication and usability.
Key business challenges included:
Understanding user expectations - identifying how U.S. travelers evaluate airline websites and compare offers.
Clarifying language and messaging - verifying whether existing terminology aligns with American market conventions.
Evaluating trust and perception - exploring how users respond to the brand’s tone, layout, and service presentation.
Validating content clarity - assessing if key information (e.g. booking flow, loyalty offer) is understood without guidance.
Challenge
LOT’s expansion into the U.S. market required better understanding of how American users interpret airline content, make booking decisions, and perceive foreign brands. The research aimed to uncover potential barriers and identify adjustments needed to improve communication and usability.
Key business challenges included:
Understanding user expectations - identifying how U.S. travelers evaluate airline websites and compare offers.
Clarifying language and messaging - verifying whether existing terminology aligns with American market conventions.
Evaluating trust and perception - exploring how users respond to the brand’s tone, layout, and service presentation.
Validating content clarity - assessing if key information (e.g. booking flow, loyalty offer) is understood without guidance.
Challenge
LOT’s expansion into the U.S. market required better understanding of how American users interpret airline content, make booking decisions, and perceive foreign brands. The research aimed to uncover potential barriers and identify adjustments needed to improve communication and usability.
Key business challenges included:
Understanding user expectations - identifying how U.S. travelers evaluate airline websites and compare offers.
Clarifying language and messaging - verifying whether existing terminology aligns with American market conventions.
Evaluating trust and perception - exploring how users respond to the brand’s tone, layout, and service presentation.
Validating content clarity - assessing if key information (e.g. booking flow, loyalty offer) is understood without guidance.
Challenge
LOT’s expansion into the U.S. market required better understanding of how American users interpret airline content, make booking decisions, and perceive foreign brands. The research aimed to uncover potential barriers and identify adjustments needed to improve communication and usability.
Key business challenges included:
Understanding user expectations - identifying how U.S. travelers evaluate airline websites and compare offers.
Clarifying language and messaging - verifying whether existing terminology aligns with American market conventions.
Evaluating trust and perception - exploring how users respond to the brand’s tone, layout, and service presentation.
Validating content clarity - assessing if key information (e.g. booking flow, loyalty offer) is understood without guidance.
Challenge
LOT’s expansion into the U.S. market required better understanding of how American users interpret airline content, make booking decisions, and perceive foreign brands. The research aimed to uncover potential barriers and identify adjustments needed to improve communication and usability.
Key business challenges included:
Understanding user expectations - identifying how U.S. travelers evaluate airline websites and compare offers.
Clarifying language and messaging - verifying whether existing terminology aligns with American market conventions.
Evaluating trust and perception - exploring how users respond to the brand’s tone, layout, and service presentation.
Validating content clarity - assessing if key information (e.g. booking flow, loyalty offer) is understood without guidance.
Approach
A qualitative research study combined in-depth interviews (IDI) with a live walkthrough of the U.S. version of the website. Participants evaluated the homepage, searched for information, and shared thoughts about the offer, terminology and layout.
Approach
A qualitative research study combined in-depth interviews (IDI) with a live walkthrough of the U.S. version of the website. Participants evaluated the homepage, searched for information, and shared thoughts about the offer, terminology and layout.
Approach
A qualitative research study combined in-depth interviews (IDI) with a live walkthrough of the U.S. version of the website. Participants evaluated the homepage, searched for information, and shared thoughts about the offer, terminology and layout.
Approach
A qualitative research study combined in-depth interviews (IDI) with a live walkthrough of the U.S. version of the website. Participants evaluated the homepage, searched for information, and shared thoughts about the offer, terminology and layout.
Approach
A qualitative research study combined in-depth interviews (IDI) with a live walkthrough of the U.S. version of the website. Participants evaluated the homepage, searched for information, and shared thoughts about the offer, terminology and layout.
Methodologies & phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Methodologies & Phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Methodologies & phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Methodologies & phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Methodologies & Phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Methodologies & Phases
Defined research goals aligned with the needs of U.S.-based leisure and business travelers.
Structured the sessions to include both in-depth interviews and real-time reactions to the site.
Selected core focus areas – booking behavior, content clarity, trust signals, pricing logic, and loyalty understanding.
Outlined participant criteria based on flight frequency, digital literacy, and regional travel context.
Insights
American users expected straightforward wording, clear price breakdowns, and personalized recommendations. Terminology that works for European audiences created confusion or hesitation. The U.S. version of the site required localization not only in language, but in value framing and interface tone.
Insights
American users expected straightforward wording, clear price breakdowns, and personalized recommendations. Terminology that works for European audiences created confusion or hesitation. The U.S. version of the site required localization not only in language, but in value framing and interface tone.
Insights
American users expected straightforward wording, clear price breakdowns, and personalized recommendations. Terminology that works for European audiences created confusion or hesitation. The U.S. version of the site required localization not only in language, but in value framing and interface tone.
Insights
American users expected straightforward wording, clear price breakdowns, and personalized recommendations. Terminology that works for European audiences created confusion or hesitation. The U.S. version of the site required localization not only in language, but in value framing and interface tone.
Insights
American users expected straightforward wording, clear price breakdowns, and personalized recommendations. Terminology that works for European audiences created confusion or hesitation. The U.S. version of the site required localization not only in language, but in value framing and interface tone.
Outcome
Localized communication needs: identified areas where messaging, terminology, and tone required adaptation for the U.S. market.
Pricing clarity expectations: uncovered the importance of transparent cost breakdowns and intuitive fare presentation.
Trust and credibility indicators: highlighted content elements that support user confidence and reduce hesitation.
UX recommendations: provided actionable guidance to improve content clarity, value framing, and interface communication.
Outcome
Localized communication needs: identified areas where messaging, terminology, and tone required adaptation for the U.S. market.
Pricing clarity expectations: uncovered the importance of transparent cost breakdowns and intuitive fare presentation.
Trust and credibility indicators: highlighted content elements that support user confidence and reduce hesitation.
UX recommendations: provided actionable guidance to improve content clarity, value framing, and interface communication.
Outcome
Localized communication needs: identified areas where messaging, terminology, and tone required adaptation for the U.S. market.
Pricing clarity expectations: uncovered the importance of transparent cost breakdowns and intuitive fare presentation.
Trust and credibility indicators: highlighted content elements that support user confidence and reduce hesitation.
UX recommendations: provided actionable guidance to improve content clarity, value framing, and interface communication.
Outcome
Localized communication needs: identified areas where messaging, terminology, and tone required adaptation for the U.S. market.
Pricing clarity expectations: uncovered the importance of transparent cost breakdowns and intuitive fare presentation.
Trust and credibility indicators: highlighted content elements that support user confidence and reduce hesitation.
UX recommendations: provided actionable guidance to improve content clarity, value framing, and interface communication.
Outcome
Localized communication needs: identified areas where messaging, terminology, and tone required adaptation for the U.S. market.
Pricing clarity expectations: uncovered the importance of transparent cost breakdowns and intuitive fare presentation.
Trust and credibility indicators: highlighted content elements that support user confidence and reduce hesitation.
UX recommendations: provided actionable guidance to improve content clarity, value framing, and interface communication.
Stories that drive success
From research to execution, we collaborate with businesses to craft experiences that resonate with users and deliver measurable results.
Stories that drive success
From research to execution, we collaborate with businesses to craft experiences that resonate with users and deliver measurable results.
Stories that drive success
From research to execution, we collaborate with businesses to craft experiences that resonate with users and deliver measurable results.