There is no doubt that the mobile app plays a big role for airlines. Now more than ever, travelers want the ability to stay informed and rely on technology to serve them during their journeys.
Role:
Product Designer
Timeline:
Approx. 3 weeks (Aug - Sep 2020)
Tools
Figma, Miro, InVision, Maze
Assessing before the redesign
Fill the Gap
As this project aimed to add a conceptual feature, at the outset of the project, I began with online research and prioritized improving United's conversion rates, repeat visits, and mobile engagements. This research plan outlined goals, methodologies, participants, and timelines.
Market Research
Airline apps carry a great scope and serve a multifaceted role, from booking to check-in, pre-flight until inflight. Below are a few insights I uncovered.
Qualitative Interview
I sought out individuals who have used airline apps for their traveling and ended up spoken to 5 people from diverse backgrounds.
Interview comments
Insight #1: Users want to avoid any awkward or embarrassed TSA encounters.Opportunity area: Prepare travelers with a checklist for TSA policies and regulated items onboard. Have updated security procedures with prudent placement in the app.
Insight #2: Users want to use a simple encompassing one-stop shop for flights and travel planning, rather than sifting through mobile applications.Opportunity area: Incorporate wait time information with the proper frequency of push notifications.
Insight #3: Users want to get different sources of TSA wait time predictions.Opportunity area: Offer both live updates and historical data wait time predictions.
Derived Insights