UX Case Study: Indigo Airlines

Seamless Boarding: Enhancing the Indigo Airlines Mobile App Experience.

Overview:

Indigo Airlines aims to revolutionize the flying experience by introducing a mobile application that not only simplifies ticket booking and web check-in but also serves as a personal guide for flyers at the airport. This case study outlines the user-centric design approach and key features implemented to ensure a seamless boarding experience.

Problem Statement:

It is often reported that flyers often miss flights due to the challenge of locating the right counters for baggage drop and boarding gates.

Objectives:

1. Simplify the ticket booking process.
2. Streamline web check-in for a faster experience.
3. Provide real-time guidance within the airport to enhance boarding efficiency.
4. Introduce a merchandise section for additional user engagement and revenue.

Research and User Persona:

Conducted user research to understand traveler behaviors and pain points. Also created a check-in flow that takes place at the airport to understand the whole check-in procedure and the problems that lie with it. Developed user personas to guide the design process.

Design Process:

1. Low-Fidelity Wireframes:

• Created low-fidelity wireframes to outline the user journey.
• Prioritized simplicity and clarity in the design.
• Annotated key functionalities and interactions.

2. High-Fidelity Screens (Selected Three):

Home Screen:

• Incorporated Indigo Airlines branding elements.
• Provided quick access to booking, web check-in, and the personal guide.

Baggage Drop & Boarding Guide:

• Integrated a real-time airport map.
• Clearly indicated baggage drop and boarding gate locations.

Merchandise Page:

• Showcased featured products with a seamless navigation and purchase process.
• Maintained brand consistency.

3. Personal Guide Feature:

• Utilized geolocation to guide users through the airport.
• Provided real-time information about baggage drop counters and boarding gates.
• Implemented notifications for important updates.

4. Additional Features (Merchandise):

• Designed a dedicated section for in-app merchandise and product sales.
• Ensured a smooth checkout process with integrated promotions.

User Testing:

Conducted usability testing with potential users to gather feedback on the overall user experience. Iterated on the design based on user input to enhance usability and address any pain points.

Results:

Positive Outcomes:

1. Improved Boarding Efficiency: Flyers reported a significant reduction in time spent locating counters and gates.
2. Increased Revenue: The merchandise section contributed to additional revenue and enhanced user engagement.

User Feedback:

• Users appreciated the intuitive design and real-time guidance.
• Merchandise features were well-received, adding value to the overall app experience.

Conclusion:

The Indigo Airlines mobile application redesign successfully addressed the problem of inefficient boarding processes. The user-centric design approach, coupled with real-time guidance features and an engaging merchandise section, resulted in a more enjoyable and efficient flying experience for users.

Future Considerations:

1. Continuous Improvement: Regularly gather user feedback for ongoing improvements.
2. Accessibility: Ensure the application is accessible to users with diverse needs.

Acknowledgments:

I extend my appreciation for the opportunity to work independently on this project. This project reflects my dedication to creating a seamless boarding experience for Indigo Airlines flyers.