We were tasked with helping to transform the digital customer experience for British Airways, focusing on two streams of work: optimisation and innovation within the core mobile app.
Everyone knows how hard it is to work with legacy technology - this was a LOT of legacy systems, processes and products! The first thing we did was examine all the existing app functionality and dependencies, from server calls and processes to the current journeys and system limitations.
Working alongside a great business analyst team, creating and following user stories and coming up with innovative functionality was a truly amazing process - the team ended up delivering an extrememly well thought out, user centric customer journey.
Every feature was rigorously tested, both in the labs and out at Heathrow, within the context of use. In total, we performed more than 200 interviews to inspire, inform and validate our design.
I closely collaborated with the development partner and spent 3 months of the first sprint cycle at Heathrow to ensure smooth delivery.
The first beta release of the project was launched in the first months of the new year and received very positive feedback on social media. Customers referred to it as “huge improvement”, “a great idea” and “something that makes them even more excited about their holidays”.
Role: Experience design and team lead
Current status: Live for limited number of flights