Gate Agents are the front line employees of many airlines. With our clients; we did extensive research, user testing, validation, requirement gathering to build an experience that would enable Gate Agents to not only do their jobs more efficiently but feel more empowered as they have all the information they need at their fingertips to best service their customers.
We spent time with gate agents and flight attendants to see their day-to-day reality of what slows them down, what works, and what they wish was easier. Observing, listening, and asking the right questions gave us a real understanding of the challenges they face every day.
Next, we brought together teams across operations, product, and leadership to define a North Star for the user experience. The goal was clear: create a vision that makes work smoother, smarter, and actually supports the employees.
We created a workflow for the entire journey for agents and crew, identifying friction points and opportunities to make every interaction faster, simpler, and more intuitive. This step made it clear where design and technology could make the biggest difference.
The revamped mobile app has become a central part of the customer experience, with over 13 million monthly active users who engage with it nearly three times a week on average.
Break through digital noise with a creative partnership that delivers real, measurable results for your organization.
