Qatar Airlines flight booking experience. Mobile app concept for Qatar's design competition.

Qatar Airlines flight booking experience. Mobile app concept for Qatar's design competition.

Qatar Airlines flight booking experience. Mobile app concept for Qatar's design competition.

MY ROLE

UX/UI Designer, Owner, User Research, UI Design, ProtoPie prototyping, Usability Testing

TASK

Lower average time spent on ticket purchase, improve the overall experience and increase average check by offering additional services.

Qatar Airways provides a best-in-class flight experience but due to an outdated website, Qatar Airways customers struggle with a complex booking flow that leads to low Conversion Rates and poor Customer Experience.

To improve its digital experience along with other strategic initiatives, Qatar Airways decided to redesign its website and mobile app.

Qatar launched an open competition to get the best ideas and solutions that solve business needs and provide a great user experience.

To understand the problem from a user perspective, I decided to talk with five friends who regularly purchase flight tickets online.

I asked them to go through the flow on their preferred airline's app and then do the same on the Qatar Airways app, which would give me objective feedback on the ups and downs of each flow.

I split up the booking flow into 4 parts: Search, Select, Personal info, and Preview. This helped me focus on each area and its issues.

I short-listed all the gathered information to the most impactful items and put them into a journey map for a better overview.

Taking the best solutions from more than seven different flight booking websites and apps, referenced by participants.

Using the customer journey as my base model, I wrote down key findings, and insights I believe would improve our purchasing flow.

From here I could decide what actions and features were crucial and beneficial for users, covering business aspects.

Visual design that incorporates a well-established brand with its culture and history.

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Mail

LinkedIn

Telegram

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Contacts

Mail

LinkedIn

Telegram

WhatsApp

Contacts

Mail

LinkedIn

Telegram

WhatsApp