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AIRPORT SHUTTLE

Greener rides, happier customers

RELEASED 2020
ROLE PRODUCT DESIGNER
SERVICES FACILITATING WORKSHOPS
PROTOTYPING
VISUAL DESIGN

STORY Global traveling was seeing a dramatic revenue cuts due to 2019 pandemic. A trust worthy user experience was now no longer a luxury but a necessity to obtain a customer.

TEAM

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CLIENTCHIEF TECHNICAL OFFICER
HEAD OF MARKETING

SIX OBJECTIVESAs soon as the project started we investigated performance, user flows and statistics of the existing app. Focusing on everything that had a negative impact on the user experience.

Update

Customer jurney

User interface

Add

Tickets to the app

Customer support

Offline mode

Remove

Redundant services

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MAKING TICKETS ALWAYS AVAILABLELanding in another country with no internet? Not a problem anymore. Accessing tickets via mobile app or the wallet has been integrated. Previously the customers were relying on downloading a PDF and printing.

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CUSTOMER SUPPORTLow ratings plagued the app, 80% cited payment, ticket download, and outdated app issues. This revealed user frustration with technical glitches, not the core app experience. This finding highlighted a critical gap: the app lacked integrated customer support.

airport shuttle tickets showcase

Positive experiences often go silent.

Requesting feedback after successful transactions can balance reviews and improve the app's rating.

VISUAL DESIGN

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THE RESULTReduced time to purchase and use a ticket

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3x faster

Better and more reviews

airport shuttle 4.5 stars visual

Average score 4.5 starsCustomers 10x more likely to leave a review