British Airways: Reinventing the digital experience for airline passengers
Bio Agency worked with British Airways to improve their users digital experience of the brand. They explain how they worked together to achieve long term solutions.
The Brief
Although British Airways is the UK's largest airline, protecting market share is challenging due to proliferation of low cost competitors. The British Airways' executive team appointed The Bio Agency as its digital transformation partner to redefine how passengers interact with the brand.
The Approach
The main objective of Bio’s solution was to improve loyalty, customer satisfaction and systems efficiency by reinventing British Airways' digital customer experience. An urgent business requirement was to improve Net Promoter Scores (NPS), and it was imperative for Bio to mobilise and deliver rapidly. The primary focus was therefore placed on enhancing British Airways' digital experience, with an aim to eliminate key customer pain-points before, during and after the journey. Our solution also created better problem identification and resolution methodologies aimed at improving ease-of-use on the customer-side, and the speed of resolving customer issues on the employee side.
The Work
We analysed British Airways' service model to identify how digital can improve user experience by alleviating key customer pain-points. Our design and approach was influenced by the outcomes of thorough interviews conducted with 200 British Airways customers. Following extensive customer research that involved British Airways' most frequent users, we embarked on an ambitious journey to develop the service changes to the beta stage within a short 14 week deadline. This was possible thanks to undertaking an agile approach, with weekly user testing and buy-in from multiple British Airways stakeholders that facilitated iterative development of Bio’s digital transformation programme.
The Results
We utilised a rapid innovation programme to introduce a wide range of state-of-the-art service improvements, majority of which were industry firsts, placing British Airways at the forefront of the aviation industry. In line with Bio’s mission, we ensured our solutions offered best-in-class customer experience – placing passengers at the heart of every single moment of every single trip. Some of the solutions introduced as part of the programme included:
1. A digital baggage credit, which allows customers to digitally 'bank' their baggage weight allowance
2. Capability to offer seat upgrades when passengers are already on board, providing additional revenue opportunities for British Airways and enhanced in-flight customer experience
3. Eliminating pain-points, e.g. automatic flight rebooking or reimagining compensation in case of significant delays
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British Airways
British Airways is the largest airline in the United Kingdom based on fleet size, or the second largest, behind easyJet, when measured by passengers carried.
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The BIO Agency
The BIO Agency has been providing Big Ideas Online since they were founded in 2006. They are made up of specialist teams which allows them to be one of the most...
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