From 2012 to 2019, Icelandair was a client through Amadeus, Travelaer, and PROS.

We partnered to help define the direction of Icelandair and the building of their digital labs. After numerous UX projects, we built the world’s first dedicated Stopover Booking Engine for Icelandair, which made the once overly complicated process very easy for Customers.

The success of the Stopover Booking engine led us to work with the Saga Club team to design and develop their new award booking system with a Cash & Points toggle.

Activities: Research, Heuristic Audit, Competitive Audit, UX Brief, User Testing, Competitive Analysis, Customer Journey Mapping, Customer Journey Analysis, UX Strategy, UX Design, Vision, Personas, Scenarios, Strategy, Wireframing, Visual Design, Interaction Notes, Conversation/Message Design, Product Road Map, Product Management

Role: UX/Strategy Lead

Success:

• Increased online stopover conversion rate by 1000% in the first year.

• Increased mobile conversion by 500%.

• Cash & Points award booking engine adoption was 77% in the first year, leading to a 10% increase in online revenue.

• Launched the first ever airline booking via Messenger chatbot, leading to a multitude of publicity and awards including the Best Mobile Technology Initiative at the Future Travel Experience Awards in 2016.