FlyDreamAir, a prominent airline known for its extensive coverage of international and domestic routes through a substantial aircraft fleet, is embarking on a digitalisation journey. They have pinpointed three key projects for this transformation: enhancing the customer and booking system, optimising loyalty points management, and streamlining lounge operations worldwide.
Prioritising loyalty points management offers the potential for customer retention and market differentiation through cost-effective rewards and data generation. In contrast, a loyalty points shopping site provides benefits like enhanced engagement, increased program value, and market distinctiveness for FlyDreamAir.
After finalising the project's business aspects, the next step involved crafting wireframes to test and define overall guidelines, clarify content blocks, and solidify the new website's structure.
Subsequently, user personas were developed to capture the essential traits, requirements, and behaviours of FlyDreamAir's target audience, drawing insights from studies and articles on travel and passenger preferences and optimising the travel experience.
Ben, a budget-conscious FlyDreamAir traveller, prioritises affordability and practicality in his trips, aiming to use loyalty points for valuable items that enhance his travel comfort and daily life.
Fiona is a businesswoman who frequently travels domestically and internationally for work. She is a loyal FlyDreamAir customer and values travel loyalty programs. However, she can get frustrated if they are complex or not user-friendly, making it challenging to redeem rewards.
Andrea, a dedicated FlyDreamAir customer, actively accumulates loyalty points and enjoys shopping online, primarily motivated to redeem points for various high-quality products from the airline's shop, enhancing his travel experience and satisfaction.
The combination of soft, understated colors elicits a sense of sophistication and refinement, complemented by the use of a sans-serif font that infuses a contemporary flair into the overall aesthetic.
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Implementing a loyalty system with a shopping website can strengthen FlyDreamAir's position in the market, boost customer loyalty, generate additional revenue, and enhance the overall passenger experience.
