Happier customers that put more money in the airline's pocket
The new design put the customer experience first. Whatever device the customer chose to access the airline's website on, the imagery would adapt to the screen accordingly. The intuitive layout also made it easier for users to self-serve, which led to increased customer satisfaction, more bookings, and, ultimately, more revenue.
Perhaps most importantly, the new design ensured that every customer felt valued. Whether users had additional needs or accessibility challenges, the website could accommodate them. This not only drives customer loyalty but also has a positive impact on the airline's reputation as an inclusive company.
Going forward, Genpact is working with the airline to create a consistent and seamless customer experience across all touch points. While it's a huge improvement, the updated website is only the first leg of its customer-experience journey.