SCOPE OF SERVICES
User Research and Analysis Interface Design Accessibility Assessment Usability Testing and IterationThe Project
OVERVIEW
This project has the objective of addressing the challenges Southwest Airlines customers face with inefficient flight booking processes, lack of timely updates, and impersonal travel experiences, which lead to increased travel stress and decreased satisfaction. To enhance customer satisfaction and maintain a competitive edge, we propose integrating AI-driven features such as personalized travel recommendations, smart booking assistance, real-time updates, and enhanced customer service.
Disclaimer: This project was done in an academic setting with no affiliation to SouthWest.THE OBJECTIVE
By integrating AI-driven features such as personalized travel recommendations, smart booking assistance, real-time updates, and enhanced customer service, we hypothesize that customer experience will improve significantly, leading to higher satisfaction.
PROBLEM STATEMENT
How might we enhance customer service using AI-driven chatbots to handle inquiries and service requests efficiently?
UXR METHODOLOGY
Our team identified key challenges faced by Southwest Airlines customers, including inefficient flight booking processes, lack of timely updates, and impersonal travel experiences, which lead to increased travel stress and decreased satisfaction. To tackle these issues, we developed a project plan to research, design, and test AI-driven solutions within an eight-week timeline.
An integral part of our approach involved analyzing user needs and defining a set of key features. These include personalized travel recommendations, smart booking assistance, real-time updates, and enhanced customer service. Our solutions aim to improve the overall travel experience, leading to higher customer satisfaction and loyalty.
“Another issue is the lack of seat selection; although I understand Southwest's boarding process, it can be nerve-wracking not knowing where I'll be seated until I check-in”
- Daniel / Frequent flyer / Saint Lois, MO.
“ I think like more updates about when you're gonna get there (destination) would be better.”
- Olivia / Frequent flyer / Las Vegas, NV.
THE TOOLS:
uxr key takeaways:
Real-time Baggage Tracking
Implement real-time baggage tracking features within the app to reduce anxiety and improve the overall travel experience.
Users Value Communication
Travelers feel most frustrated when they feel they are left in the dark regarding delays or cancelations and appreciate timely and accurate updates.
AI Implementation
Incorporate AI assistance for actions such as TSA security checkpoint data, personalized travel recommendations, and real-time assistance while traveling
Improve Communication and Updates
Our project needed to ensure timely and reliable updates through all channels, addressing the common issue of missed updates. It was needed to implement AI-driven personalized updates to keep users informed about gate changes, delays, and other critical information.
THE PERSONAS
In our project, we created personas to humanize and understand the diverse needs, behaviors, and frustrations of Southwest Airlines' users. By embodying typical users through personas, we gained insights into their unique booking, travel experience, and feedback preferences.
JASON’S USER JOURNEY:
RAQUEL’S USER JOURNEY:
Why It Was Important to Create the Storyboards and Scenarios?
By understanding user's specific needs and preferences, your team can design features and interactions that cater to a tech-savvy, efficiency-driven traveler. This ensures that the app meets the expectations of users who prioritize convenience and are comfortable with AI tools.
wireflows & wireframes
OUR SOLUTION:
Skylar is an AI-powered assistant designed to revolutionize the travel experience for Southwest Airlines customers by addressing common pain points. Skylar offers personalized, real-time support that enhances convenience, reduces stress, and ensures a seamless journey from booking to arrival.
Smart Booking Assistance.
Personalized Travel Recommendations: Skylar suggests flights, accommodations, and activities based on user preferences, travel history, and real-time data.
Efficient Booking Process: Simplifies the booking process by pre-filling information, offering alternate routes, and providing quick rebooking options in case of changes.
Real-Time Updates.
Flight Change Notifications: Instantly alerts users of any flight changes, cancellations, or delays, offering solutions such as rebooking options or alternative routes.
Weather Delay Alerts: Provides up-to-the-minute information on weather conditions that may affect flight schedules, including predictive delay percentages.
Enhanced Customer Service.
Lost Baggage Assistance: Guides users through the process of reporting and tracking lost baggage, offering real-time updates on its status and potential recovery.
24/7 AI Support: Skylar is always available to answer questions, provide travel advice, and assist with any travel-related issues.
