Our Work: Air Canada

How Air Canada Improved Usability and Engagement for Its Loyalty Platform Across All Customer Touchpoints

Air Canada and Appnovation logos with a stat that 47 usability issues were eliminated in the first 4 days of testing

Challenge

Air Canada decided to rebuild their loyalty platform for over 5 million members to improve navigation, requiring an engaging digital experience and engaged staff for successful onboarding and adoption.

Solution

Appnovation collaborated with Air Canada to create a comprehensive test script, guiding four user testing sessions to uncover usability issues and identify design improvements, and conducted in-depth stakeholder interviews to enhance the onboarding process for call center agents.

Impact

By leveraging data from user testing sessions, we increased software adoption and resolved 47 key usability issues within four days, enabling Air Canada to offer a more user-friendly digital platform and enhanced brand experience for their loyalty program members.

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Challenge

Air Canada, the largest airline in Canada, recognized that over 5 million members were struggling to navigate its existing loyalty platform. Consequently, the airline decided to rebuild the site. The new initiative required not only an engaging digital experience but also committed staff who would be critical for the successful onboarding and adoption of the revamped loyalty platform.

Solution

We collaborated with Air Canada to develop a comprehensive test script, which guided four user testing sessions aimed at uncovering critical usability issues and identifying key design improvements. Additionally, we conducted in-depth interviews with stakeholders to gain insights into the role of call center agents and to pinpoint the essential tasks required for creating an efficient onboarding process.

Result

By leveraging data from our user testing sessions, we significantly increased software adoption and resolved key usability issues. Air Canada integrated our design solutions into their overall site enhancements, which enabled them to offer their loyalty program members a more user-friendly digital platform and an enhanced brand experience. Within the first four days of testing, we successfully eliminated 47 usability issues, demonstrating the effectiveness of our collaborative approach.