PURPOSE
Improve the UX/UI of the Surprise & Delight App to help Southwest Airlines employees connect more deeply and authentically with passengers, creating a more personalized brand experience, and establishing a lasting relationship with customers. To achieve this goal, we need to improve the way the land and on-flight crew get information about the passenger in real-time during each interaction.
STAKEHOLDERS
Passenger
Customer Service Agents
On-board personnel
Ground Operators
Marketing area
Anyone who has contact with the client
MEASURABLE GOALS
These are some ways in which we can improve the user experience of the prototype:
- Reducing the number of interactions needed to access information
- Creating a fast and friendly interface that has all the data easily accessible
- Giving the App an infographic style
- Simplifying
- Keeping the style of the brand.
I had a great experience working with Southwest Airlines. They are very committed to their purpose and do everything they can to make their flights an unforgettable experience.
The application connects to the company's CRM in real-time, allowing crew members to access passenger information and start conversations, giving them flight upgrades, complimentary drinks, or snacks. Finally, the app updates the CRM with the new interaction.
To learn more about the Surprise & Delight app, please request the case study.
PDF coming soon
Client:
Southwest Airlines
Date:
Feb 7, 2018
Tasks:
UX, UI
