Revamping Mobile Experience for a Leading Low-Cost Carrier
Overview.
Coforge partnered with an American ultra-low-cost carrier, the 8th largest commercial airline in North America, to transform its mobile app. Operating more than 400 daily flights to 60 destinations. The airline needed a robust mobile solution to enhance customer engagement and improve app performance.
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.
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