This week I learnt the importance of observation in user experience. We conducted an exercise in class were we had to shadow over a class mate while they tried to book a flight online. I shadowed Kasia while she attempted to book a flight with Malaysia Airlines on her mobile. In a short space of time I already had a better understanding of the user and how usable the site was for them. Without asking any questions I was able to see what was frustrating her about the site and the difficulties that she was facing while trying to book the flight on her mobile. The main struggle was the navigation on the page, she struggled to go back a page when she had entered the wrong dates.