The Transformation of a Global Airline's Self-Service Experience
Overview.
Coforge, with its cutting-edge solution, revolutionized the self-service experience for one of the world’s largest airline groups with numerous aircraft flying to 300+ destinations and carrying millions of passengers every year. The Airline struggled with its legacy infrastructure and middleware as it acted as a major hindrance to its self-service offerings. The aging, increasingly expensive, and non-compliant Self-Service Kiosks (SSKs) impeded their self-service delivery to their customers.
Frustrated by a cumbersome self-service check-in (SSK) process, the airline sought to improve passenger experience and operational efficiency. However, it faced several hurdles:
Low Success Rates: Only 60% of passengers successfully obtained boarding passes through the SSK, indicating functionality issues.
Limited Functionality Test: Check-in, boarding pass, bag tag printing, and other features were not operational, requiring comprehensive testing.
Slow Development Cycles: Lengthy 6-month release cycles for new features meant limited testing opportunities.
Fragile Infrastructure: The system lacked resilience, with a 95% uptime target that wasn't consistently met.
Rising Costs: IT hardware and software costs were on the rise, putting a strain on the airline's budget.
Solution.
Coforge, implemented a Single-Page Application (SPA) for a self-service kiosk, putting the power directly in passengers' hands. We weren't just building features, we were building a robust foundation. A library of common microservices was established, encompassing functionalities like check-in, seat selection, boarding pass issuance, and bag tag generation. We ensured a comprehensive testing approach for a robust and user-friendly self-service kiosk application, empowering passengers with greater control over their travel experience. This testing approach included:
Kiosk Functionality Testing
Microservice Validation: We conducted rigorous testing of individual microservices that power core functionalities like self-service seat map selection, check-in, and boarding pass issuance. This ensured seamless interaction between these services and the kiosk application.
End-to-End Flow Testing: We meticulously tested the entire passenger journey on the kiosk, simulating real-world scenarios for, check-in, boarding pass and bag tag generation. This identified any potential bottlenecks and ensured a smooth user experience.
Hardware and Peripheral Testing
Device Compatibility Testing: The kiosk application underwent thorough testing on various kiosk device models to guarantee compatibility and functionality across different hardware configurations.
Physical Output Validation: We conducted extensive testing to ensure the kiosk reliably prints boarding passes and bag tags, verifying print quality and adherence to airline standards.
Performance and Usability Optimization
API Performance Evaluation: We performed rigorous API performance testing to ensure the kiosk application met established response time and load handling parameters. This guaranteed a fast and responsive user experience even during peak usage periods.
Usability and Accessibility Testing: We conducted user testing to assess the kiosk application's usability and accessibility. This involved evaluating intuitiveness, clarity of instructions, and compliance with accessibility standards for users with disabilities.
The impact.
70%
Reduction in check-in time
99.8%
Application uptime soared from 95% to nearly 99.8%, minimizing disruptions
90%
Jump in rates of Boarding pass issuance and check-in eligibility
