Aeromexico App 2.0

Role

UX Lead in charge of Loyalty, Flight Status, Irregular Operations and Account sections of the App.

Overview

Create a mobile app experience that strengthens Aeromexico's domestic and global market position by delivering differentiated value and establishing our brand as a digital leader in the travel industry.

Business Objectives

• Revenue

• Digital Direct Penetration

• Loyalty Program Penetration

• Full Digital Passengers

• Top Positive NPS Driver

Problem

Customer Journey Mapping

Competitive Landscape Analysis

Transformation at a Glance

Solution 

• Created an entirely new two-step check-in process (previously 11-steps) with early check-in for information capture and release of boarding pass

• Authentication surfaced in relevant moments

• New dynamic Home page with contextual information catered to the user’s journey

• New bag tracking feature surfaced on the dynamic homepage.

• Engaging, actionable, and gamified Rewards pages

• Improved flight disruption flows with straightforward compensation options

• New one-tap flows for trip management and ancillary purchases

• Updated brand experience

• New, component-driven digital design system 

Impact

• User testing saw customer effort scores and satisfaction scores climb to 4.8 out of 5.

• Load times for key functions improved by over 75%.

• The first beta release of the new app launched May 15, 2024. View in App Store