Flight status ✈️
WhatsApp-integrated demo chatbot for a well-established LATAM airline, to improve the quality of their automated chat experiences and reduce strain on their call center.
3 working days
Conversation designer
1x Product Evangelist
1x Head of Business Development
Challenge
This airline already had a chatbot live since 2016, but this effort did not significantly ease up call center traffic.
Goal
Create a flight status WhatsApp-integrated chatbot so airline customers may check upcoming flight details easily without calling customer support.
Process
Research & Analysis: I compiled customer reviews and analyzed competitor chatbot experiences and industry trends to understand user pain points and needs. I identified 2 key pain points: length of responses and lack of personalization.
Information Architecture: Based on research findings, I outlined the conversation flow for the chat experience, prioritizing features and information according to user needs. My proposal included: checking flight status (at user’s cadence & preferred time) and receiving gate information (closer to takeoff).
Video Prototyping: Our team built a high-fidelity, interactive prototype to test the design. After some iterations, we filmed a video to represent the full user story and to show the prototype in context: on-the-go.
Learn more
For the full video demo and relevant conversation design artifacts, please contact me directly for a link to my professional portfolio.