Use Case: In the Omio app, the user begins the booking process. After reaching the passenger data step, they decide to adjust baggage settings, which are available on the previous step. To navigate back, they use the standard Android “Back” button.
Problem: Instead of being taken to the previous step (baggage settings), the user is redirected to the beginning of the booking process, losing their progress entirely. However, if the user had used the in-app “Back” button (displayed as an arrow in the top-left corner), they would have been able to move back just one step without losing their data. This inconsistency in behavior between two similar user actions creates confusion and frustration. It highlights a serious usability issue, as the app should respond uniformly to both navigation methods to provide a seamless and predictable user experience.
Annotated screencast:
10.3_Omio_Go back in the booking form to change the flight.mp4
Best Practice: Trip.com provides a reliable and well-designed booking process by ensuring consistent navigation behavior. Whether users use the standard Android “Back” button or the in-app “Back” button, they can move back just one step at a time rather than being redirected to the beginning of the process. This consistency enhances process predictability, allowing users to navigate confidently and efficiently through the booking flow.
Original screencast:
Omio