Our team worked hard to empower Customers to better access Upgraded Boarding product on eligible itineraries directly in the Southwest app and on the Southwest websites. No more needing to check at the gate counter, this capability was added to the desktop web, mobile web, and app experiences. To make the experience efficient to build,…… Continue reading Improving the Boarding Experience
Category: Work Portfolio
Small changes, big impacts
The seemingly small changes can have an outsized impact on a digital experience. Take look at how our Digital Trip Support team at Southwest Airlines recently improved our check in experience to give Customers more context to reduce travel anxiety. These behind the scenes changes don’t always get the fanfare, but they are oh so important
Making it easier to find a trip
Our team at Southwest improved trip discovery by launching a Mobile Friendly Route Map. Customers can enjoy exploring the freedom to travel with an easy to use route map. This improved route map makes it easy to find nearby airports and non-stop & connecting service available between the more than 120 destinations flown by Southwest Airlines.…… Continue reading Making it easier to find a trip
Improving a Knowledge Center
Sometimes it’s the simple things. Our team at work recently asked Customers if our center for commonly asked questions had the correct title. After some usability and competitive research we discovered a simple rebranding would likely help Customers find their answers even better. A simple change in link title from “FAQ” to “Help Center” drove…… Continue reading Improving a Knowledge Center
Helping Customers find Answers
The Digital Team that I am fortunate to lead at Southwest recently launched a new Digital Advisor feature using Qualtrics. This low-code effort allowed us to quickly serve up key information to help Customers get ready for their trip. This feature is one step in testing additional ways to better prepare Customers for travel across…… Continue reading Helping Customers find Answers