Flow Interactive selected as Panorama’s usability experts

London – 13 October 2009

User-Centred Design specialists, Flow Interactive, were selected by the BBC to provide an on and off-air website review in “Why Hate Ryanair?” a Panorama film broadcast on BBC One last night.

The Panorama story focussed on Ryanair’s recent decision to insist upon online check-in for its passengers and the BBC asked Flow to conduct an expert review of the airline’s website. Claire Mitchell, a Principal Consultant at Flow, led the review which highlighted some serious usability issues with the site.

In an on-air interview with Panorama reporter, Vivian White, Mitchell was asked to point out specific design pitfalls which were confusing to passengers and could potentially end up costing them money. Mitchell highlighted the fact that Ryanair customers’ opt-out insurance requirements had to be selected between Latvia and Lithuania on the website’s destination drop down!

“All in all it’s a pretty confusing drop down menu. I believe it’s misleading because it’s not explaining to you what questions you have to answer,” said Mitchell.

White said that when he asked Ryanair to comment on its site’s design problems, the company replied that the travelling public had no difficulty with its website’s usability. White’s response was:

“Maybe, but we filmed that three weeks ago and now that page of their website has been redesigned so you do get a box to choose whether you want travel insurance or not.”

As well as being experts in travel industry usability, Flow has delivered a unique mix of user research and interaction design services across a wide range of private and public sector businesses for over 11 years.

For further information please contact: John Thew, info@flow-interactive.com, 020 7336 4700

About Flow:
Flow is a leading User-Centred Design (UCD) consultancy based in London. Founded in 1997, Flow specialises in research-based strategy and design for interactive products and services including websites, software, mobile devices and interactive television. Flow’s award-winning UCD approach helps clients to create the right user experience and generate loyal customers. Recent projects include helping: GNER/NXEC win the HSBC Rail Business Innovation Award 2008, Standard Life to exceed business plan targets by 75% and The Guardian’s website to increase traffic by 55%.

Published on: 3:00PM on 13th October 2009