Jet2 - Live flight updates

Live flight status

Delivering real-time live flight information to users with a saved booking in the app on their day of travel.

Jet2holidays & Jet2.com

View case study

Project overview

Background

During disruptions, Customer Operations will notify customers via SMS, email, or push notifications, directing them to the live flight page. If the app is installed, it will open the page in the app; otherwise, users can access it via a web view.

The page sees high traffic, with 71% of users coming from mobile web and 22% from the app.

Goal

Display real-time flight status directly on the flights page within the booking in the app, enhancing the user experience on the customer’s travel day.

Problem statement

The current process is disjointed, requiring customer to re-enter flight details to view information. This negatively impact the customer experience and are overall NPS rating.

After re-entering booking details, the page shows information for all flights within that criteria, not just the customer’s specific flight. This can be confusing, as users may misinterpret the information. It also makes the page cluttered, leaving users unsure which details to rely on.

We are currently unable to feed delay information (more specifically the override information) into the app for instant, up to date information.

The process is also a lot of clicks for the user to find the information they require.

Research

Previous experience

User currently has to click on the ‘Check flight status’ CTA to open the web page within the app. ‘See more’ allows users to view any messages that relate to the flight. This may be status information or Airport / traffic details.

Data & insights

Analytics information

How many users click on the ‘Check flight status’ CTA?
How many users access the live flight updates web page from app?
How do users interact with the page?

Quantum information

Heat map of page.
User behaviour on the page?

Qualtrics information

Does anyone mention the live flight information in the welcome home survey?

Ideation

The homepage highlights key CTAs—"Search Holidays," "Search Flights," and "Manage Booking"—with a clean design. Holiday videos take center stage, personalized based on user history. The layout allows for smooth scrolling or swiping to reveal more content.

Version 1

This option provides the ability to expand the ‘More info’ section to reveal and messages associated to the flight. It also creates a less busy screen which allows the user to focus mainly on the flight times. The only issue may be that the messaging could be much longer than the example used and take up the full screen.

Version 2

This option still uses the ‘More info’ CTA however, on click opens a bottom sheet providing any relevant flight updates. Although this option allows for more text and stands out more to the user, the general length of these messages can be a lot greater and sometimes you see more than one message associated to each flight for example, there may be roadworks at Leeds Bradford and there also may be a delay to the flight - both of which would need to be presented in this modal.

Testing

Key findings

Users are easily accessing additional flight updates via “More info” CTA on both designs.

However, many users are clicking the status label expecting it to take them to more information.
Users find version 2 easier to digest as the information is displayed separate to everything else on the page.
Various users found that version 1 is not as easy to read as there’s a lot of key information displayed within one section.

Next steps

Develop version 2 so that multiple messages can be displayed on the screen is needed.

Make both the label and the CTA clickable or make the label look less clickable.
Finalise different possible status’ and map out which scenario these will be used for.