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Redefining Airline Experience
Problem Statement
How might we create a flagship Airline travel experience for passengers travelling in the Middle East.
Business
Goals
As part of a 5-year digital transformation, we embarked on a multi-track direction with teams focusing on enhancing the existing, shaping the future with service thinking and bringing innovation as a constant to their expansive channels.
Context
Research
Travel
disruptions
Long
Queues
Lack of Childcare
Facilities
Group
planning
Lack of
clarity
Limited
Channels
Lack of Comfort
Flight Delays
My contributions and journey in Alhayaa
Manage my booking journey
I was an Interaction and User Experience Designer in this project. My domain was to design Alhayaa and its service for the iOS app.
I championed the features that assist customers in their
pre - flight experience. The main question we answered with the team were as follows -
“How might we help our customers retrieve their flight booking on the Alhayaa app?”
“How might we help our passengers track their flight summary and details?”
“How might we help our passenger avail ancillary services like Seat change, Wifi access, Luggage allocation, Meal services?”
🖥️ Translating Web into iOS screens
✈️ 58 airlines benchmarked - here are some below ⬇️
In our comprehensive benchmark analysis, we evaluated the features of 62 airline apps, focusing on functionality, user interface, speed, and overall user experience. Taking the insights from this exercise to flesh out the features, use cases, and content that would be incorporated into each screen of the Alhayaa app.
Key considerations being easy discoverability and simplicity, ensuring that users can easily navigate the app while still being able to complete the most crucial tasks.
📈 Re-defined hierarchy - My trips & Manage my booking
1.1 Home
-
Check-In
-
Offers
-
Theme selection
→
2.1 My trips
2.2 Manage my booking
-
Trip summary
-
Proceed to check-in
-
Avail ancillaries
-
Upcoming trips
-
Retrieve a trip
→→
-
Redeem points
-
Avail cabs
❇️ Iterations for the process of retrieving user bookings
Final flow for retrieve my booking
❓ How will the flight summary and feature page look like?
Title
Back to My trips
Journey details
Menu for flight change and invoices
Flight status
❇️ Wireframe options for flight summary & ancillaries
Iteration 01 ⤵️
Iteration 02 ⤵️
Iteration 03 ⤵️
Manage my Booking screens were designed for comfort and speed for passengers moving on the go
🎨 Final visual screens for Alhayaa
Website & App MVP experience
User testing in numbers
👏🏻 The team at Alhayaa
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