Post purchase
Tasks
UI, UX, Redesign
Time
July 2018
Agency
Design Studio
British Airways tasked Design Studio with redesigning their post purchase experience. They realised that users found the post purchase journey difficult to navigate, which caused anxieties and issues for travellers as they didn’t always have the correct information.
The goal was to redefine the itinerary experience, and make the process of getting ready to fly easy for users. This included making the following features easier to understand:
Itinerary times
When check-in was available
Seat allocation and options to change
Baggage allowance
Goal
Ideation workshops
Information Architecture
Design concepts
As the goal was to simplify all the information, it was very important to humanise the experience by ensuring that the tone of voice was similar to speaking directly with a BA representative.
Illustrations
Users have alot of anxiety around their baggage allowance. Using both large illustrations and numbers, we make it clear to the users exactly how many bags are in their allowance and the types of bags.
Outcome
An intuitive responsive modern experience, that helps users prepare to travel in a clear way, with a human tone of voice.
Upgrade and cross sell
Please be aware this page is not linked on the main home page