Reimagine Airline Omnichannel
Role: Conducted Ideation Workshop, Conducted User Testing, Ideate Solutions, Customer Storyboarding
Created: December 2019
The world is changing, and travellers' expectations are changing too. What will the air travel experience look like in 2, 5 or even 10 years’ time? This project objective is to discover travellers pain points and needs, and how an airline should address directly to these travellers and culminating with a vision for the future.
Our Approach
Part 1 | Experience Visioning Workshop
We conducted a workshop with the client's team to narrow down their vision and mission. We inspired them to think out of the box and reimagined how they can best serve their customers.
The output of this workshop allowed us to develop a North Star for this project which we continued to iterate upon throughout this project and used to test with real customers.
Part 2 | Customer Immersion Study
We recruited 11 travelers to uncover in-depth insights of their traveling experiences from pre-trip, on-trip to post-trip. At each touchpoint, we discovered customers' expectations, challenges, and pain points at the same time we tested preliminary vision statements with customers to understand how they relate to them.
Part 3 | Journey and Service Concepts
We ideated multiple service concepts and from that formed the future-state customer journey. Our concepts were refined by the range of ideas that came from the workshop with clients and analysis from the customer's immersion study. We spun a new take on the range of service concepts from the ability to connect travelers to multiple partner services to engaging travelers in order to bring enjoyment to their entire travel experience.
