Web Usability – Even The Big Boys Get It Wrong

At work recently I have been looking into usability principles and in particular our checkout procedure. This consists of streamlining the process by reducing the number of hoops the user must jump through whilst trying to build confidence in the customer.

Whilst booking flights to Australia the other day I was surprised that even the big boys can get it wrong! Although the checkout procedure was smooth – this screen was the first thing I saw after I clicked the “pay” button:
poor usability from emirates
user sees a green screen with a plain error message and a submit button
Not exactly confidence building! This page is supposed to redirect the user to their card holders ‘secure code’ page to prevent fraud and authorise payment. However when the re-direct doesn’t work a green screen with a form button seems to be enough to maintain the users confidence confidence!


Hi, call me Joe. I am a traveller, a runner, a beer drinker, a film lover, a web developer, a hiker and not a very good darts player. I am from the UK, have a BSc in Computer Science from Cardiff University and currently live in Canada.

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