Passion Project

Internet of Things (IoT)

Customer Experience (CX)

Airport Innovation:
United Airlines

As the aviation industry goes through drastic changes and emerges in a "new normal," providing top-tier end-to-end customer experience is now a top priority.

This deck will introduce initiatives that the Customer Experience and Analytics team could explore that may improve the Net Promoter Score (NPS) of United Airlines.

If you'd like a copy of this presentation, feel free to email me at sumra.iqbal@gmail.com!

My Role

UX Designer

Team

Sumra Iqbal

(solo project!)

Duration

1 week

THE IDEA

As airlines go through rapid changes to appeal to the post-Covid era, delivering a customized customer experience is now a top priority.

To deliver a world-class customer experience, airlines must rapidly innovate and appeal to all types of travelers: the inexperienced who find the process daunting, and common travelers who want more out of their travel experience.

This deck is a breakdown of how utilizing connected devices and offering a broader range of options for travelers can help any airline (in this instance, United Airlines) improve both its customer and employee experience.

If you'd like a copy of this presentation, feel free to email me at sumra.iqbal@gmail.com!