jetBlue

jetBlue is a cost-effective airline serving North and South America, and the redesigned app is tailored to ensure a more enjoyable journey.

My Role

UX | UI Designer

Design System

Prototyping

Team

Sun Lim

Amanda Krahe

Brooke Healy

Anastasia Anderson

Duration

3 months

Tools

Figma

After Effects

Miro

Overview

JetBlue is a cost-effective airline serving North and South America. The redesigned app enhances the travel experience with a user-friendly interface and personalized features.

Problem

While travelers use the app to check and manage their trips, its lack of personalization and streamlined processes challenge the users to meet their optimal needs.

Solution

The redesigned jetBlue app aims to enhance the user’s experience, catering to their needs on planning, preparing, booking, and traveling with its new features.

Design Process

Discover

After conducting market research, we interviewed travelers who fell under specific user targets to understand their needs and behaviors.

Market Research

Empathy Interview

What Do Travelers Need for Their Trips?

Tools that help travelers feel more organized when packing, prepared for upcoming trips, and engaged with their traveling partners.

Affinity Mapping

Based on the interviewee answers about their struggles and goals, we found repeating themes among this diverse range of people and organized them with an affinity map.

Core Patterns and Themes

Travel Purpose

Planning and Preparing Behavior

Essentials

Travel Frequency

Booking

Expectation

Traveling With

Check-in Process

User Persona

Travelers of diverse ages choose JetBlue for its affordable, high-quality flight experience, whether solo or in groups. Our target audience is anyone seeking a smoother, less stressful travel experience—from planning, booking to preparation.

Journey Map

We created journey maps to live in the users’ shoes and gain insight on what problems they may face in their daily lives, and find opportunities for solutions.

Define

How Might We?

To focus our aim, we created problem statements for each user to create a clear problem and how might we can solve it.

Feature Development

Ideate

Minimum Viable Product

We defined four main features that assist travelers to be aware and prepared for their trips.

Low Fidelity Wireframe

Paper Prototype

Mid Fidelity Wireframe

Features

Feature 1

We refined our ideas and proposed four new features based on our users' needs.

Feature 2

Feature 3

Feature 4

Check the complete UI Case Study

Outcome

Key Takeaways

What is Working

  1. Users agreed that receiving the personalized notification will help them to keep push notifications enabled.

  2. Game features for kids entertain them while keeping them engaged but can also help parents while navigating the airport.

  3. Users feel more organized and prepared for their flight when the visual language is used to indicate the items and simplified explanation of what the regulations are for each item.

What needs to be improved

  1. Smart Alert needs to show how it can it can guide the users with the jetBlue interactive Map.

  2. Users shared that allowing more visual and options will help them engaged with the voting/poll system in the Group Hub.