Meeting user expectations
In running similar interviews for travel websites with our own clients, all users expect to see payment and checkout after selecting prices, times and dates. When we return to our hypothesis that the primary goals of the customer is to book a flight, I would make a case against showing these secondary (edge-cases) items as they can create a poor experience for the user.
Thankfully there is only one upsell page (rather than multiple pages for the user). Lufthansa have ensure that other items are hidden on the “Configure your trip” sidebar which take the user to different standalone pages. This is a good trade off and could be a lot worse (too negative?). These extras are opt-in rather than a required step or should I say, hurdle.
Once we get past the jungle of upsell-addons, we come to the ‘checkout’ page which is sliced up into accordion items. Although it can keep the page short, it does hide potentially critical information (such as confirming flight times or payment details). Also if you enter your details wrongly, you’ll get an alert, however this is positioned at the top of the page. In my case I didn’t enter any address details, but it wasn’t clear where I needed to enter my details. So I had to scroll quite a few times to see the fields with issues. This is one problem with the accordion idea. Another point is that the main “Yes, book and pay for my ticket” button is right at the bottom and isn’t as easy to interact with.