Roles: Worked with business owner and marketing staff as UX/UI Designer, Researcher, and marketing consultant.
Toolkit: User interviews, competitive analysis, personas, user flows, sitemaps, wireframes, digital prototyping, and usability testing.
Deliverable: High-Fidelity InVision prototype for usability testing and branding style guide.
Overview
May Jets arranges private jet charter flights for Asia's top 1%.
May Jets is an international aviation company established upon USA safety and hospitality standards. Major services offered are end-to-end limousine transport, international & domestic private jet booking, and in-flight dining.
May Jets seeks to heighten its VIP service level by providing a mobile app to its high-profile customers. The goal is for customers to inquire, book and connect with May Jets anytime, anywhere. Since the market leaders have yet to launch similar apps, it is a great opportunity for May Jets to be disruptive and innovative in the market.
Defining Goals
The project began with gathering insights from stakeholders.
The best way to understand a business is to hear it from the business owners. From the stakeholder interview, I was able to understand the business model, identify pain points interacting with May Jets, and extract what the business needs from this app. I've translated few of my initial findings as user goals to explore further:
- Help me get a quote for my specific trip fast
How might we accelerate the current quoting and booking process? - Help me trust your company and the services you offer
How might we help customers experience May Jets' professional, expert, premium qualities before getting onboard? - Give me a personal concierge
How might we structure the app to extend the VIP services that is May Jets?
Findings & Synthesis
Asia's top 1% has got to jet.
I created persona and preliminary sitemap based on the following research findings extracted from stakeholder interviews and proxy user research:
- Same day response for quote inquiries are a must.
- Business with pleasure is usual trip type for May Jets' clientele.
- Never book the same route twice: due to the variables in a customized trip (jet, time, location, terminal, limo size), there are almost no flights that are identical for the same customer.
- Fine in-flight dining choices should be stored as food allergy and preferences remain similar for each customer.
- Quotes take 1 - 3 hours to complete because the negotiation with the aircraft vendors and the availability check of the requested jets takes time.
Preliminary Persona
May Jets mobile sitemap
Exploration
I explored potential solutions with low-fidelity screens.
Based on my research findings and synthesis, I started with paper prototypes with test with business owners and gather feedback
Low-Fidelity paper prototypes
The Solution
Personal flight concierge that quotes, books, and connects travelers and May Jets.
Below are a few high-fidelity wireframes and prototype I created to communicate user flow and final usability testing.
User flow