Levarti, established in 2014 by industry experts in airport operations and airline technology, is a leading provider of automated passenger disruption management and contactless travel solutions to the airline and travel industry. Levarti solutions support the passenger journey at all touch points from the time of booking through to the end of their journey through integration with multiple airline systems enabling effective data delivery and powerful staff and customer interaction across multiple journey touch points.
One major challenge was that they needed to be able to sell the product as White-label solution for the Airlines. Thanks to a discovery process with the client, in this case Easyjet, we truly understood what their users were looking for, creating the correct user journeys with a complete redesign of the UX.
The Canadian Transportation Agency’s Air Passenger Protection Regulations(APPR) went into effect, prescribing airlines’ obligations to passengers in the event of a disrupted flight.
To understand the pain points I interviewed 8 travellers
When a flight is canceled, or something happens, travellers feel like there are not in control of their fate.
Travellers have the impression that there is less staff in the airport to help them during a disruption.
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After a bad experience, the customer will no longer consider traveling with that airline.
When there is a disruption in travel plans, it would be helpful if travellers could expect to receive timely notifications explaining the reason for the disruption and outlining what their options to get them on their way as quickly as possible.
After the flows were ready I made a basic prototype and asked users to perform a number of tasks. Then I could see where they were having difficulty and where I should improve the product based on real use.
When there is a disruption in the plans, travellers can expect to receive timely notifications explaining the reason for the disruption and outlining what their options to get them on their way as quickly as possible.
A short explanation of what's going on will let the traveler be aware of the following steps required to continue their journey
Travelers are taken care of if a disruption occurs across their destinations.
Travelers can review and select from a variety of rebooking options to get them to their destinations, making all necessary arrangements in one place, rather than being routed to separate websites for each part of the itinerary.
The app is connected to a hotel search engine, so the traveler can choose a room or several rooms for the number of persons that are in the booking.
In the case of easyJet, if you select the Voucher option easyJet will give you a Voucher Bonus of either an easyJet Holidays or easyJet Flight voucher.
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