Enhancing User Experience and performance for Asia's largest passenger airline

Key challenges

Our client faced challenges in addressing the inadequacies of their existing mobile app, which suffered from sluggish UI/UX performance.

Inefficiencies in the payment system were resulting in decreased transaction rates during flight bookings and lower customer satisfaction levels.

Content distribution within the airline's application lacked clarity and simplicity, resulting in suboptimal usability.

Client in spotlight

Our client is Asia’s largest passenger airline, renowned for its exceptional service, punctuality, and commitment to providing a seamless flying experience. With a fleet of 240 aircraft, our client operates across a vast network of 100+ destinations, including 80+ domestic destinations and 30+ international destinations. Serving more than 46 million passengers annually, our client takes pride in transforming travel experiences for the modern world. Their dedication to low fares, on-time service, and hassle-free flying have earned them numerous accolades and a strong reputation in the aviation industry.

Unlocking Digital success

Ideation

The ideation phase involved identifying key challenges faced by the client, such as delayed payments, downtime, and User Experience issues in their mobile application and brainstorming potential solutions and strategies to address these challenges effectively.

Our Approach

Focussing on a holistic solution aimed at improving the client's mobile application with an understanding of the client’s specific needs and priorities. We strategically selected best-of-breed technologies, such as a new payment gateway, and updated architectural frameworks like Model-view-viewmodel (MVVM) to optimize performance and enhance User Experience while implementing personalized content delivery.

Outcomes

We achieved significant success by reducing the application's crash rate to less than 0.2%, boosting the transaction success rate by 28%, increasing travel bookings through the app by 3X, and growing revenue generated through the app from 3% to over 6%.