Self-Service Kiosk
As the travel industry moves to a primarily self-service model, jetBlue needed to add same-day cancellation and flight change functionality to their kiosks for irregular operations (IROP) situations sparked by inclement weather and mechanical issues.
Through design thinking workshops and close collaboration with the client, users, flight data providers, and developers, our team at IBM was able to create a clear and simple experience that allows users to make alternative travel plans without the hassle of waiting in long lines or making phone calls.
Electronic Gate Operations Report (eGOR)
Turning an aircraft (the process of deplaning, cleaning, and boarding) requires a regimented process to avoid delays. Proper documentation of every turn provides data that allows airlines and gate agents to identify areas where improvement can be made.
The existing eGOR experience for jetBlue was outdated, and not optimized with the user in mind. To make matters worse, the experience lived outside of the portal that gate agents use to complete a turn.
Working closely with the airport product team, and interviewing gate agents, our team was able to greatly improve the eGOR experience, making it easier for gate agents to record key milestones in the turn process, quickly identify where time was saved and lost, and add commentary when necessary.