Avianca: Largest Latam Airline - Case study
We redesigned the payment flow for a major airline’s mobile application to enhance conversion rates and improve the overall booking experience. The project prioritized optimizing the checkout process while fostering trust through transparent pricing and secure payment options.
Client
Avianca
DELIVERABLES
Conversion rate optimization Product Analytics UX/UI Design
Year
2021
Role
UX/UI Designer
Problem
The company had migrated from a legacy platform to a modern one. So in that migration, there were different conversion rate issues where there were new friction users, who were used to the new capabilities, and the sales and revenue decreased.
Research
We analyzed data from user recordings, heat maps, click rate, error rates, and gather as much information from users through qualitative research and analytics to understand where the main points are and the friction that the user will encounter during the new platform.
Ideation
Thoroughly comprehending the current state of the art platforms, competitors, and conducting a market benchmark analysis is crucial. We meticulously developed various prototypes, resulting in enhanced conversion rates, improved usability, and a deeper user understanding.
Design
The novel design introduced remarkable improvements in performance and user experience, leading to significant advancements and key milestones in development: - 23% increase in payment completion rate - 31% reduction in form errors - 18% increase in premium service add-ons
