All Nippon Airways -
ANA
Overview
In 2019, I took on a pivotal role in a project with All Nippon Airways (ANA) to overhaul their flight booking experience. This initiative aimed to streamline their processes, improve usability across web and mobile platforms, and significantly enhance customer satisfaction, positioning ANA at the forefront of the airline industry's digital innovation.
Visual Designer
UX Designer
Mobile Design
Roles
Design Thinking
Co-location
Web Design
Thinking
The 2020 Vision
Challenge
The challenge was substantial: ANA's existing booking system was cumbersome and outdated, leading to user frustration and a disjointed experience between different platforms. The system suffered from complex booking processes, inconsistent cross-platform experiences, and underutilized customer communication and loyalty programs, especially among North American travelers.
The human experience
Soulution
In my role on the ANA project, I played a crucial part in integrating ANA’s brand identity into the redesigned booking experience for web and mobile platforms, ensuring both visual coherence and enhanced usability. Collaborating closely with stakeholders, I facilitated design thinking workshops in Chicago and Japan to gather diverse insights and perspectives. These sessions were pivotal in refining our UX strategy to meet regional user expectations and preferences, ultimately delivering a cohesive and user-centered design solution that aligned with ANA’s goals of streamlining the booking process and boosting customer satisfaction.
User flows for web & mobile
Outcomes