My Avios Account

My Avios Account

COMPANY

IAG Loyalty

ROLE

UX/UI Designer

Tools

Figma • Figjam

Timeline

2023/24

background

IAG Loyalty is a loyalty program that is part of the International Airlines Group (IAG) and includes British Airways, Iberia, Aer Lingus, and Vueling. Manages the Avios currency, which allows members to accumulate and redeem points with a variety of travel and lifestyle partners.

Avios is a critical component of IAG Loyalty, driving customer engagement, retention, and revenue. Therefore, it recognised the need to expand the Avios experience by creating a unique digital wallet as part of a strategic initiative to promote and strengthen their customer loyalty.

IAG Loyalty is a loyalty program that is part of the International Airlines Group (IAG) and includes British Airways, Iberia, Aer Lingus, and Vueling. Manages the Avios currency, which allows members to accumulate and redeem points with a variety of travel and lifestyle partners.

Avios is a critical component of IAG Loyalty, driving customer engagement, retention, and revenue. Therefore, it recognised the need to expand the Avios experience by creating a unique digital wallet as part of a strategic initiative to promote and strengthen their customer loyalty.

The problem

Enrolment excessive number of fields

The British Airways Executive Club (BAEC) requires you to fill out a 19 field form to register an account. This complexity can significantly impact the application process. One of the major issues is the excessive number of fields, which can lead to application fatigue and increase the likelihood of errors. Additionally, long forms may discourage potential applicants right from the start, as the estimated effort required to complete them may seem too long to complete.

Manage Account settings

As part of the enrolment process, it was imperative to design also the user interface elements of My Account that would allow for ongoing account settings and personal information management.

The Challenge

Simplify Enrolment process

Balancing data collection with user experience is a key challenge in enrolment form design. While creating a streamlined, user-friendly process is essential, it often conflicts with the practical need to collect detailed information. To address this, I must carefully identify the most critical data points and prioritise them over less essential fields, which can be made optional and completed later in the manage account settings.

Reduce Process time

A delicate balancing between speed, accuracy, and user comprehension is the core challenge in reducing the fill-up time. It's not just about shortening the form, it's about making every interaction as efficient as possible without sacrificing data integrity or user understanding.

A delicate balancing between speed, accuracy, and user comprehension is the core challenge in reducing the fill-up time. It's not just about shortening the form, it's about making every interaction as efficient as possible without sacrificing data integrity or user understanding.

Coming Soon

Coming Soon

Coming Soon

Coming Soon

A case study is being put together. Stay tuned!

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