PROJECT GOAL
The current case study focused on improving the offboarding experience for passengers traveling with checked baggage. Nowadays, users must download the app of a particular carrier to track their luggage. Our goal is to centralize and simplify the experience.
Fun fact: 24.4 m bags were mishandled in 2019, costing the industry $2.5 billion
COMPETITIVE LANDSCAPE
I begin my research with the competitive analyses of more than ten different airline apps. The outdated UI and UX experience buried the tracking feature deep into the apps. However, it was beneficial to compare the technology.
DATA & API
SITA is a multinational information technology company providing IT and telecommunication services to the air transport industry. The company provides its services to around 400 members and 2,500 customers worldwide, which it claims is about 90% of the world's airline business.
To test my assumptions, I created two polar opposite user personas who can potentially use the app. Afterward, I put together the journey map that showed how and when some of the features might address the user's pain points.
FINAL THOUGHTS
As a result, we have an easy-to-navigate application that will bring a piece of mind to any traveler— the app address the needs of a wide range of passengers, from frequent flyers to rare travelers. In addition, we can commercialize with various external providers by adopting the "white label" approach during the development.
