We analyzed the complete journey a customer goes through from buying a flight ticket until arriving at their final destination. Then we transformed it into a digital journey.
THE STORY
The timeline of your flight at your fingertips in the Wizz Air application.
THE CHALLENGE
Wizz Air wanted to offer relevant services at the right time to its customers flying across Europe.
Air travel is stressful. The process can create headaches from preparation to returning back home. Wizz Air wanted to alleviate the frustrations incurred during travelling.
Digital flyers increasingly rely on mobile devices to manage their travel, making it the most frequently used platform.
Throughout the digital journey, POIs in time were marked allowing Wizz Air to efficiently target them with relevant offers. The findings have ultimately shaped the creation of the application's main feature, the mobile timeline.
THE APPROACH
End-to-end journey mapping and stakeholder interviews were the main tools to piece together the big picture.
THE RESULT
The mobile timeline evolved into an entirely new channel to effectively communicate with customers.
Creative targeting via time and event triggered push notifications boosted all relevant KPIs, while giving the customers a convenient and ensuring tool to support their journey.
Impact in numbers
- 12 months from idea to production as part of a major app redesign project
- 30 million users today completing their journey along this timeline
- 8+ new opportunities identified to deliver relevant offers to customers