BUSINESS
easyJet
SKILLS USED
UX Design, UI Design
easyJet aimed to optimise its customer journey by leveraging user data to create a more engaging and efficient booking experience. They identified a gap in their customer journey whereby customers often skipped add-ons like car rentals and airport transfers during the booking process. They would later source these services from competitors. easyJet aimed to create a seamless hub for all customers travel needs by enhancing the customer experience and maximising their journey.
Challenge
Using extensive user data, we mapped trends and recurring patterns and discovered that customers often revisited their bookings a few weeks prior to travel to add holidays extras. Our design needed to capture this moment by engaging customers and encouraging them to purchase additional services directly through easyJet.
Results
We designed a booking page featuring a world map that displayed booked and past holidays. This approach successfully captured customer attention, offering essential add-ons to booked trips while incentivising customers to book new trips, through a gamification element customers would see past statistics, such as distance travelled. Customer experience would improve, saving them time and money. The new hub effectively maximised the customer journey and boosted easyJet’s service offerings.
