Aeromexico App 2.0
Role
UX Lead in charge of Loyalty, Flight Status, Irregular Operations and Account sections of the App.
Overview
Create a mobile app experience that strengthens Aeromexico's domestic and global market position by delivering differentiated value and establishing our brand as a digital leader in the travel industry.
Business Objectives
Revenue
Digital Direct Penetration
Loyalty Program Penetration
Full Digital Passengers
Top Positive NPS Driver
Problem
Customer Journey Mapping
Competitive Landscape Analysis
Transformation at a Glance
AI assistant
Dynamic home page
Solution
Created an entirely new two-step check-in process (previously 11-steps) with early check-in for information capture and release of boarding pass
Authentication surfaced in relevant moments
New dynamic Home page with contextual information catered to the user’s journey
New bag tracking feature surfaced on the dynamic homepage.
Engaging, actionable, and gamified Rewards pages
Improved flight disruption flows with straightforward compensation options
New one-tap flows for trip management and ancillary purchases
Impact
User testing saw customer effort scores and satisfaction scores climb to 4.8 out of 5.
Load times for key functions improved by over 75%.
The first beta release of the new app launched May 15, 2024. View in App Store