In App Reviews

Implemented a strategic in-app review prompting system that transformed Southwest’s App Store presence. By targeting satisfied customers at optimal moments, we dramatically improved both rating quality and review volume.

Results

• App Store rating improved from 2.8 to 4.8 stars
• Generated 700,000+ reviews in four months
• Improved app discoverability and download conversion

The initiative demonstrated how thoughtful UX interventions can drive measurable business outcomes without significant engineering investment.