With nearly three decades of expertise across travel experiences, loyalty, insurance, and assistance, this global business leader shapes and influences customer behavior to drive revenue, working alongside the world’s leading payment networks, 600+ banks, 90+ airlines, and many of the world’s largest hotel groups.
The client operates a VIP pass program that enables millions of choice-rich, digitally connected travelers worldwide to make the most of their time when traveling, through seamless access to over 1200 independent airport lounges and a range of other travel experiences.
Challenge
To ensure that the VIP pass program maintained its market position as the world’s leading airport lounge access program, the client identified the need to immediately improve the mobile experience for their members on iOS and Android through a scalable platform that would help them to remain competitive, being able to add market-first features in a short space of time.
Solution
Concentrix Catalyst used its Experience Definition process to work collaboratively with the client, developing a strategy and prioritized roadmap to first re-launch the VIP pass program app with higher-performing and more engaging key features and then to deliver rapid, incremental updates on an ongoing basis. A sophisticated new technical architecture for the app was created to allow for ease of adding new, innovative features, while a regular focus on user experience was maintained to ensure that all new functionality was led by user needs, not technology capabilities.
Outcomes
Concentrix Catalyst delivered refreshed, user-centric apps that have immediately improved user engagement and advocacy. The most common and important tasks to users, such as finding an appropriate airport lounge for their journey, have been streamlined so that they can be completed in the shortest time possible while delivering the most valuable information to the end-user. Due to the new application architecture and delivery processes, it’s now also possible for the client to research, design, and deliver new features for the apps to their respective stores in a matter of weeks.
