LATAM Web Check-in
Client: LATAM Airlines | Project: Check-in | Year: 2017
Improving the online Check-in experience
Problem to solve
The current online check-in process had usability and navigation issues that were not helping to achieve the objectives for the product and business KPIs.
On that point we only had a vague feeling and thoughts about these constraints and neither we had a plan nor a starting point to fix these issues.
So in simple words the challenge was to:
1. Discover and define the main issues.
2. Create a plan to solve them.
3. Design to solve.
4. Measure, test, and iterate.
Process
After planning these steps, I could participate in the first two; then I moved into another digital product within LATAM Airlines. The planning was as follows:
1. Evaluation
- User flow analysis
- Heuristic evaluation
- User feedback analysis
- KPI metrics
2. Definition
- Business-side pillars
- User-side pillars
- Prioritization matrix
- Backlog analysis and prioritization
3. Design
- Redesign user flow
- Redesign the UI
4. Measure
- KPI metrics analysis
- Analyze and iterate if needed
![Login](https://cdn.myportfolio.com/f08a6fa14de9d8cdb40eecf2394b2933/6d7b3e57-3400-4fbf-bddf-bf4822bba712_rw_1200.png?h=dfadb7e20b8b1b3020a527e7f647c48e)
Login
![Passengers list](https://cdn.myportfolio.com/f08a6fa14de9d8cdb40eecf2394b2933/1694b3c8-5f18-4e9f-908f-8fc305aa6827_rw_1200.png?h=4b077c31a4052840643fcc239d2fd85f)
Passengers list
![Passenger information](https://cdn.myportfolio.com/f08a6fa14de9d8cdb40eecf2394b2933/45771850-db95-4273-ac8f-d1f0c858d1cf_rw_1200.png?h=4fdd076e2e7332db77b8a0302b3578cf)
Passenger information
Results
Just with the usability and accessibility enhancements we could observe a 17% more conversion in the check-in user form in just a week
![](https://cdn.myportfolio.com/f08a6fa14de9d8cdb40eecf2394b2933/9290ec8b-27f6-450e-bf0d-58fa23efa068_rw_1920.png?h=87db6df39b6e38bbdbc70524b5e946af)