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Enhancing Passenger Booking Experience

Helping user to manage their meal and seat booking efficiently.

#1 Product Overview

Problem Abstract

Need to enhance flight booking experience to cater for specific target group facing problems around seat and meal booking.

Assumption

Building for Indigo Airlines, enhancing their existing experience for user needs identified.

#2 Understanding Users

User Needs

Love the aisle seat. Prefer if the aisle seat is on the Excel row or the emergency room.

I always prefer a certain kind of meal which would be say chicken jungle or something else for that matter.

Or I could rebook it as well. I don't have to necessarily make a change. I could pre book it as well. Got it.

I don't prefer very, very early morning flights. I don't prefer very, very late night flights.

Last minute I may ask to make some changes.

Business class stretch feature

User Proto-Persona Defined

Name: Gaurav

Travel Preference : Economy/Premium Economy Class 

Age: 35-45

Occupation: Managing Director of a Reputed Organization

Lifestyle: Fast-paced, high-stress, and always on the go, Finicky.

#3 Defining Problem Space

Problem Identified

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Understanding Problem in details

Problems economy class passengers face when pre-ordering meals:

1. Limited Meal Options:

Fewer Choices: Economy class passengers often have a more restricted selection of meal options compared to business or first class.

Standard Meals: The available meals are often standardised, catering to the majority of passengers, which may not always align with individual preferences.

Awareness around offers  

2. Dietary Restrictions and Allergies:

Limited Options: While airlines strive to accommodate special dietary needs, the options for economy class passengers with specific dietary restrictions or allergies can be limited.

Uncertainty: There may be concerns about the accuracy of meal preparation and the potential for cross-contamination, especially for passengers with severe allergies.  

3. Timing and Service:

Late Service: Meals may be served later than expected, particularly on longer flights, leading to dissatisfaction among hungry passengers.

Inconsistent Service: The quality of meal service can vary depending on the flight crew and the overall cabin service.

#4 Brainstorming for Ideas

Solutions Identified

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How this can be solved within app
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User Journey for Meal Booking

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Current App Designs

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#5 Visuals for Meal Booking Flow

Information about booking and Meals on Landing Page

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Meal Selection

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Add Instruction and Opt-in for early Serve

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Prototype For Meal Booking FLow
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#6 Success Metrics

Here are the key product and UX KPI’s for the meal pre-booking feature:

North Star Metrics

Increase in Flight Booking : Number of flight booking increased

Increase in Food Orders

Increase in Revenue

Business Impact:

Revenue: Additional revenue generated from meal pre-orders.

Operational efficiency: Reduction in last-minute meal requests and improved inventory management.

Customer loyalty: Increased customer satisfaction and loyalty due to improved meal service.

Adoption and Usage:

Pre-order rate: Percentage of passengers who pre-order meals.

Pre-order frequency: Average number of pre-orders per passenger.

User Retention for Meal Booking : Percentage of people who is flying again, pre booking their meals

User Experience:

User satisfaction: Check user surveys, ratings, or reviews.

Ease of use: Task completion rates and time taken to complete tasks.

Bounce rate: Number of Page Exit, Bounce Rates encountered during the pre-order process.

Error Rate: Errors made by users during the pre-booking process.

How this can be solved

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Conclusion

This complete solutioning is based primarily on Insight received and informed assumptions.

Thanks for reading this :)

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