Development of an Inclusive Digital Platform for Enhanced Customer Experience

The client faces serve pain points in providing an intuitive and accessible digital experience for diverse travelers, including first-time and frequent flyers, with specific needs such as multi-language support, simplified booking processes, and personalized rebooking options. These challenges hinder customer satisfaction, brand loyalty, and operational efficiency in a competitive travel market.

A mid-to-large scale airline seeking to modernize its digital travel booking experience to promote inclusivity, simplicity, and customer engagement across web and mobile platforms.

• Develop a comprehensive digital platform (website and mobile app) that is user-friendly and accessible to a diverse customer base.
• Implement features enabling customers to access the platform in multiple languages and with minimal friction during travel booking and rebooking processes.
• Provide personalized options for frequent travelers, including saved preferences and rewards-based payments.
• Enhance customer satisfaction and engagement metrics by simplifying booking workflows and reducing abandonment rates.
• Establish a scalable digital infrastructure that can support a growing customer base and future technological expansions.

• User personas abstraction reflecting diverse traveler profiles (first-time, frequent, business travelers).
• Multi-language interface supporting at least the most common customer languages.
• Simplified, intuitive booking flow with minimal steps and assistance options.
• Flight rebooking feature allowing pre-selected preferences and quick adjustments.
• Reward point integration for flight and service payments.
• Personalized dashboard for frequent travelers to manage bookings and preferences efficiently.

• Payment processing systems
• Reward and loyalty points platforms
• Reservation and booking management systems
• Multi-language content support system

• Platform must support at least 10,000 concurrent users with high availability.
• Page load times should be under 2 seconds for 95% of interactions.
• Data protection and encryption compliant with industry standards.
• 98% uptime SLA post-deployment.
• Responsive design compatible across all device types.

The new digital platform aims to increase customer engagement and satisfaction by offering an inclusive, frictionless experience, ultimately boosting booking conversion rates. Expected outcomes include improved customer retention, reduced booking abandonment, and a strengthened brand position in the competitive travel industry. Metrics to track success encompass increased platform usage, higher customer satisfaction scores, and reduced support inquiries related to booking issues.