Industry: Software, airline
Service type: Strategy, experience design, Journey-led strategy
Size: M
A journey-led approach to redesigning dao’s web and app experience
Infare is the leading provider of competitor air travel data, empowering airlines to make effective pricing decisions. Handling 2 billion data transactions daily for the worlds 250 largest airlines.
Challenge
nfare had a diverse product portfolio spanning across access to raw data to condensed analysis and visualization of selected data sets. Insights showed the need for a unified customer experience across all products, easy access to customer support and simple way to upgrade and combine products.
Process & Solution
In a collaboration between DAY21 and Infare, we went from research to final product vision in 6 weeks, allowing us to align expectations and set the direction for the future solution with a detailed conceptional prototype.
Then followed a 6-month product design and implementation phase in which we design and validated all usecases, flows and edge cases, before design were handed over to the development team. Less than 8 months after the project ignition version 1.0 was launched.
The final solution was a state-of-the-art customer platform that allowed Infare’s clients effective access, use and administration of products at all levels, along with a transparent process for customer support and an easy way to to predict needs and upgrade products on a continuous basis.
