Redesign of the Check-in Process
The Starting point
Aeromexico (AM) recognised that there were several pain points in the customer journey. The e-commerce department was established the summer 2015 to improve customer interaction with the online interfaces. There is much room for improvement in the interaction between the customer and the service AM provides.
The Challenge
How to improve the customer experience in the check-in area since there are many point points in this area (customer journey) and it is an important moment in the customer experience.
The Result
Redesign of the terminal, application and design of new information stand to improve the check-in process
Redesign of the Check-in process
Multidisciplinary Master project to improve the customer experience at Mexico-City Airport
Company
Aeromexico
Year
2015
Department
E-commerce
Team
6 MSc students
Responsibilities
• Co Creation Workshops
• User Research
• Experiment Design
• Prototyping
• Design of the UI