Powering Up the Airline Passenger Experience with Digital Transformation

Solution

As a strategic business partner for the client, one with a wealth of airline passenger experience, we not only understood the problem well, but we had insights into the business that kickstarted our efforts. We applied a human-centered design approach to the problem that included six key phases: 

• Discover: We gathered an understanding of the account overview and a definition of the project’s main objectives, and performed a thorough analysis of processes, metrics, and user experience insights, leading to a definition of the project’s scope. 
• Design: Next, we developed a prototype flow interaction for the client’s most common customer journeys and used that to define the functionalities of a customized chatbot as well as the underlying technical architecture. 
• Define: The final step of our scope/design phase involved defining clear business cases for the project roadmap, determining the required resources, and developing a detailed value proposition for the digital transformation. 
• Develop: Moving onto the implementation phase, we designed the look and feel of the chatbot, developed the user personas behind it, and recruited users to test the prototypes.  
• Train: Training the chatbot extended into the operational phase of the project, with three months of continuous improvement to boost the chatbot’s level of understanding and make it ready for wide deployment. 
• Evolve: Finally, post-deployment, we conducted a formal solution performance evaluation against the defined objectives and key performance indicators, driving continuous improvement of experience design and training.