British Airways

Flight Disruption

the brief

Remodel the customer experience during disruption and improve customer satisfaction from 60% to 78% that are effected from disruption, in a multi-million pound transformation project.

How we helped

We look at all aspects of the customer experience to understand what the current situation. Compiling through studio testing, customer persona building, sales cycle planning, customer analytics and conversion rates.
This identified several key areas to evolve including restructuring the mega menu, the mobile experience, taxonomy, check-in process and arrivals and departures.
To ensure the greatest ROI we performed user research and scenario based user testing in Edinburgh, London and New York. This looked at disruptions from different points of a customer’s journey.