Case Study: Revamping the Jet Airways Digital Experience

https://www.jetairways.com

Project: Enhancing the website and mobile app experience for Jet Airways
Role: UI/UX Designer Intern

Problem Statement

Jet Airways, a once-popular airline, is making a comeback. However, its digital platforms (website and mobile app) are outdated and lack modern UX standards. The goal is to redesign the booking and check-in experience to improve usability, accessibility, and conversion rates.

User Research

Target Users

1. Frequent Flyers – Business travelers who need fast booking and check-in.
2. Casual Travelers – Leisure travelers who prioritize affordability and flexibility.
3. First-time Flyers – Users unfamiliar with airline booking processes.

Pain Points

• Complex Booking Process – Too many steps to complete a reservation.
• Confusing Navigation – Difficult to find important information like flight status.
• Limited Personalization – No tailored recommendations based on user preferences.
• Slow Mobile Experience – App takes time to load and process payments.

Design Goals

1. Streamline Booking & Check-in – Reduce friction in the process.
2. Improve Accessibility – Ensure the platform is user-friendly for all demographics.
3. Enhance UI Consistency – Maintain brand aesthetics while making interactions intuitive.
4. Boost Engagement – Introduce loyalty program visibility and special offers.

Proposed UX Improvements

1. User Flow Optimization

• One-page Booking – Show flight selection, add-ons, and payment in a single flow.
• Guest Checkout Option – Remove the mandatory login step to speed up transactions.
• Save Passenger Details – Allow frequent flyers to save information securely.

2. Revamped Navigation

• Simplified Menu – Categorize options clearly (Booking, Check-in, Flight Status, Offers).
• Smart Search – Autofill frequent destinations, suggest best-priced flights.

3. Mobile-First Approach

• Faster Load Times – Optimize images, reduce unnecessary animations.
• Gesture-based Interactions – Swipe to check flight status, quick rebooking.

4. Personalized User Experience

• AI-powered Recommendations – Suggest best flights based on travel history.
• Push Notifications – Alerts for price drops, gate changes, or flight delays.

Wireframes & Prototypes

• Low-fidelity sketches
• High-fidelity interactive prototype (Figma/Adobe XD)

User Testing & Feedback

• Conduct usability testing with 10 real users.
• A/B test two versions of the homepage.
• Analyze heatmaps to identify friction points.

Final Results & Learnings

• Expected improvements in conversion rates and engagement.
• Lessons on designing for accessibility and performance.

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