JetBlue Airways, known for its customer-centric services, sought to upgrade its mobile app to meet evolving customer expectations. Digital placed talent with Jetblue to support their Digital Products team, to help enhance app functionalities, such as notifications, language accessibility, and real-time flight updates, to deliver a seamless experience for millions of travelers.
JetBlue faced the challenge of improving key features of their mobile app, including notifications, language options, and live updates on flight statuses. They also needed to transition to a new third-party notification platform while ensuring integration with existing systems.
The challenge was multi-faceted:
- Mobile App Modernization: The app required an overhaul to improve usability and functionality, especially around notifications and language accessibility.
- Third-Party Integration: Transitioning to a new notification platform while ensuring smooth integration with existing app features posed a technical challenge.
- Real-Time Updates: JetBlue wanted to integrate real-time flight notifications, gate changes, and delays, which required extensive testing and fine-tuning to ensure accuracy and reliability.
Digital placed talent with JetBlue’s Digital Products team, who helped to support them in various functions to drive their app transformation. These involved:
- Mobile App Updates:
- User Experience Enhancements: Worked on improving app usability, launching the first phase of Spanish language support to enhance accessibility.
- Real-Time Notifications: Implemented live activity updates, including flight notifications, ensuring users could stay informed on flight statuses, gate changes, and delays.
- Notification Platform Transition: Digital successfully transitioned JetBlue to a new notification platform, streamlining recurring notifications for promotions, tutorials, and surveys.
- Agile Project Management: The project was managed using Agile methodologies, allowing for seamless execution across multiple sprints and releases, ensuring timely updates and adjustments.
Throughout the project, Digital worked closely with JetBlue’s team to ensure that the new features were seamlessly integrated, user-friendly, and aligned with the airline’s customer-first approach.
The collaboration between JetBlue and Digital resulted in tangible improvements:
- Faster Notification Updates: Reduced the turnaround time for notification updates by two business days through process optimization.
- Language Accessibility: Successfully launched the app in Spanish, enhancing access for a wider customer base.
- Real-Time Flight Updates: JetBlue became one of the first three US airlines to adopt live activity updates, improving customer engagement and satisfaction.
- Increased Productivity: Contributed to over 200 tickets and 400 updates in JetBlue’s Confluence database, ensuring robust documentation and streamlined workflows.
The app overhaul helped JetBlue further solidify its position as a leader in the airline industry by providing a seamless, user-centric mobile experience for millions of travelers.