Designing Solutions to Keep Delta Climbing
“Delta Air Lines is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service.” The designs in this case study showcase solutions for adding a minor to your itinerary, luggage fit assistance and boarding pass seating instructions, and a call back scheduler for fast and convenient customer service.
ADD MINOR TO ITINERARY
ONBOARDING EXPERIENCE
CUSTOMER SERVICE
Help Families Take Flight
Help Families Take Flight
OOPS WE’RE SORRY…
Already purchased your own ticket? Need to go back to book a ticket for a minor on the same flight/itinerary? Experienced seeing this “Oops! We’re Sorry…” message before? Now you’ll have to call to speak with an agent to book over the phone. You also risk losing the flight within that wait time.
What’s the solution? Add an option for users to add a minor to their trip/itinerary right in the app or website.
Here’s what that would look like: Flow 1: Search for ticket. Select ticket. Then when you arrive at the page to Add Passenger Info, click “Add Minor to My Itinerary,” Find Your Trip, then choose companion.
Flow 2: Under Account, click My Trips, select the trip where you’d like to add a minor, and follow the same steps as before.
Add a Minor To Your Trip
Design Solutions in Figma
ADD MINOR TO ITINERARY
This solution offers the customer a seamless booking experience. Watch the Figma prototype video to see how easily you can add a minor to your trip or itinerary directly in the Fly Delta app. No more hassle of calling agents or risking your flights—just a few clicks and you’re all set to fly together.
Baggage, Boarding, and Customer Service
“When you travel with us, we want to help you feel prepared and that includes understanding everything you need to know about your baggage — before, during and after your trip.” The designs provide solutions for long customer service telephone wait times, ambiguous baggage policies, and slow boarding.
Baggage, Boarding, and Customer Service
CUSTOMER SERVICE WAIT TIME
With this design solution, Delta won’t keep you waiting too long. Get a callback at your own convenience with a callback schedulerHow Might We Delta 1.
CARRY-ON POLICY & BOARDING
No need to gate check your luggage. Use the luggage fit assistant to measure your suitcase before airport arrival, then easily find your seat with an updated and intuitive boarding pass.
Innovative Prototypes
LUGGAGE FIT & SCHEDULE CALLBACK
The video shows how users are able to schedule a callback to speak with a Delta representative to avoid long wait times on the phone. Users can also find solutions to their common needs on a one stop shop page with an intuitive interface.
When users click on Bag Info, they are able to not only track their bags, but also find other luggage information including how to store their carryon items. Users can also measure their items before boarding to receive storage tips that will expedite the boarding and traveling process.
Let’s Get Seated
Customers often confuse the aisle and window seats, even with the visuals made available on the plane. Oftentimes, customers will sit in the wrong seat and delay the boarding process. This added information in red will help customers more easily identify their seat.
For customers who have a difficult time finding their seat while boarding or mistakenly sit in the wrong seat, I made a small adjustment to the boarding pass that details the side of the plane their seat is located and whether it is in the aisle, middle, or window.
Get Fast Answers to Your Travel Needs
The Delta chat feature is a great way to quickly access a representative. The user from this chat experience was mostly satisfied with the service—rating each question a 5—expect for their interaction with the virtual assistant—which they rated a 2. Customers want to speak with real people. For users who are not able to use the text message feature, one solution is receiving a call back from a representative at a time that is convenient to the customer.