JETSTAR RESPONSIVE CHECK-IN

End-to-end UX Design Process

EXPERT WEBSITE ANALYSIS

Conducted audit of existing user flows, identifying issues and pain points, providing quick win solutions.

Data analytics

Analysis of website user journey data revealed passenger exit points consistent with issues identified from expert website analysis.

Complaint audit

Aggregated and analysed two months of transcribed call centre complaint logs into pain point categories.

Service design audit

Mapped out broader business impact from pain points of web check-in, such as the inability to download a boarding pass, resulting in lengthy cues at the airport and higher daily ground crew resource requirements.

User journey mapping

Created user journey map of current experience, incorporating user facing and back end processes, their effects on passengers and Jetstar, which was informed by expert website analysis, data analytics and complaint log audit.

Competitor analysis

Analysed the web check-in of five competitor airlines, highlighting best case and worst case examples.

user flows

Designed new user flows from learnings of research.

design sprint

Presented findings of research to key stakeholders, followed immediately by conducing a collaborative design workshop or design sprint.

clickable prototype

Created clickable low fidelity prototype.

Stakeholder review

Presented clickable prototype with recommendations to major stakeholders including head of revenue, revealing two different user flows that addressed business requirements.