Context
In 2021 GOL went trough a complex change in its core system. The company stoped to operate through Naviter and structured all digital channels around Sabre. This change burdened the whole digital division, since every single flow in every single platform had to be redesigned (web, app and mobile). When the check in flow was ready, the amount of users to complete the flow was much lower than the same number of users in 2019, before the system change. My role: Chapter Leader UX/UI, Designer: Thomaz Figueiredo
Challenge
To get back on track the OKRs proposed by the team was to increase the amount in 11,2% of the auto check in by the end of 2022.
Discovery
We assessed the pages that would allow us to reach those numbers.
Some of them were:
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Passenger data page: Errors and general bugs.
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Seat map issues, such as charging tier clients incorrectly.
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Boarding pass: The information lacked clarity.
Delivery and results
We redesigned three items: the passenger data page, the seat map and the boarding pass. With those changes we could increase our number of self check in by 20%.
