Revamping Mobile Experience for a Leading Low-Cost Carrier

Challenges

The airline faced significant challenges in delivering a seamless mobile experience that aligned with its customer engagement strategy.

• Current mobile app had poor ratings and terrible performance.
• Customer engagement options were weak and ineffective.
• The app experience was inconsistent with the airline's overall customer engagement strategy.

Solution

Coforge implemented a comprehensive solution to revamp the airline's mobile app, focusing on user experience, performance, and integration with existing systems.

• Redesigned the UX, capturing various personas to enhance user satisfaction.
• Revamped mobile app implementation, engineered for flexibility and extensibility.
• Developed intelligent, contextual notifications to improve customer awareness of the airline’s business practices.
• Created middleware to connect with Amadeus, ensuring seamless data integration.
• Implemented push notifications to keep customers informed and engaged.

The impact

The revamped mobile app significantly improved the airline's customer engagement and overall user experience.

• Engaging UX integrated into the overall digital customer engagement strategy.
• Customer experience improved as the new app complemented the user travel journey experience.
• Shift to the mobile channel resulted in increased sales and customer satisfaction.
• Achieved a 4*+ app store rating, reflecting a superior user experience.
• Proactive monitoring ensured continued app performance and reliability.