Improving Passenger Experience with Design
Services
Capabilities
Challenges
Absense of Real-Time Updates
Passengers faced significant frustration by the absence of real-time updates and inadequate communication during travel disruptions, leaving them uninformed and unable to adjust their plans effectively.
Inefficient In-App Processes
Managing bookings, check-ins, and preferences through the app was plagued with inefficiencies, as the system lacked the streamlined functionality needed for seamless self-service. Passengers frequently required assistance from intermediaries to complete these tasks, leading to unnecessary delays, increased frustration, and a less convenient travel experience overall.
Declined Passenger Satisfaction
Passengers experienced a noticeable decline in satisfaction due to an impersonal travel experience that failed to align with their expectations. The lack of personalized interactions and the complexity of processes created frustration, leaving travelers feeling undervalued and dissatisfied with the overall service.
Approach
Revamping the Mobile Application of a Leading Airline with Design
This project followed a structured and user-centric approach, divided into three critical phases to transform this airline mobile app into a seamless and innovative platform. During the Product Discovery phase, Applaudo conducted in-depth research to understand user personas, identify pain points, and align the app's development with the airline expectations.
Our team collaborated closely with key stakeholders, gathering valuable insights to define priorities and goals. In the Design Phase, we crafted a scalable and robust app architecture focused on delivering a personalized and intuitive experience. Features like real-time updates, efficient communication tools, and comprehensive self-service capabilities were prioritized to meet the users' needs and enhance satisfaction.
Finally, in the last stage of the project our team worked in the Development Phase, where we implemented agile methodologies to ensure iterative progress, flexibility, and rapid delivery. Native apps for Android and iOS were developed with key functionalities such as disruption management tools, real-time communication, and self-service features for booking, check-ins, and travel plan management. This holistic approach ensured a modern, user-focused solution that elevated passengers travel experience.
Results
Enhanced Transparency
Empowered travelers with full control over their journey, gaining real-time access to updates and proactive solutions during disruptions.
Self-Service Efficiency
Managed passenger bookings, check-ins, and preferences through intuitive self-service features, eliminating the need for intermediaries.
Enhanced Passengers' Satisfaction
Delivered a tailored and stress-free app experience, directly addressing passenger needs and significantly boosting passenger’s satisfaction.
