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