Air Transat: Assisting Travellers

The Air Transat app is a masterpiece both for its design and its code. Its sleek, user-friendly interface alongside flexible features offers a tailored experience that guides users through every step of their journey, regardless of their comfort level with technology. For some, flying can be a source of stress, while for others, it's an exciting adventure. That's why the latest Air Transat app was designed to merge cutting-edge technology with personalized support to:

- Streamline the journey for travellers, guiding them through every phase.
- Simplify navigation and enhance information accessibility.
- Empower travellers by offering a more autonomous and customized experience.

In the project's early stages, we dedicated considerable effort to dissecting the user experience, which included conducting interviews and on-site observations, particularly within airports. Our findings pointed to a common thread: travel is often a source of stress, driven by various factors such as fear of flying, the unknown, and financial concerns. A key insight emerged from this research: to reduce stress, access to information is essential. It's not only about making information available to travellers, but ensuring that it is clear, obvious, and communicated at the right time.

Following those observations, we developed the application around elements that can reassure users and make their journey as smooth as possible.

- The dynamic homepage evolves according to the user's travels, their status (before, during, after the trip) and the type of trip. Its "next best action" feature allows the user to instantly know the steps to follow for a smooth journey, such as checking documents or a check-in reminder.

- Responding to user feedback about the challenge of finding information, we've entirely revamped the travel section. It's now organized into dynamic sub-sections tailored to each stage of the journey, with crucial information strategically arranged to streamline the experience.

- The assistance section automates the resolution of common problems and customizes support for more complex situations. Before the trip, it provides self-service assistance options, and upon arrival, it updates to indicate the availability of local staff for direct support.