Solucione Já Product Design

Objective

The project followed the Double Diamond method, which helped us clearly define the app's purpose from the start: to offer comprehensive support to air travelers facing common issues such as delays, cancellations, lost luggage and overbooking. This clarity guided every stage of the process.

1. Planning and Strategy

1.1 Competitors

• Mova.me
• Resolvvi
• Airhelp
• Naovoei

1.2 Definition and Goals

The CSD matrix was used to define the production starting point, based on the MVP principle.

• App goal: help people who have had problems with airlines and want legal assistance for future trips.
• Platform: website and mobile app for Android and iOS.
• Target audience: travelers who have had problems with airlines and want assistance with future trips.

1.3 Feature Identification

• Flight status tracking
• Legal assistance
• Community
• Baggage tracking
• Flight information
• Personalized notifications
• Customer support

1.4 Insights from initial interviews

• Identify the main use-case scenarios for early legal assistance.
• Understand user expectations regarding legal support during trip planning.
• Assess users' understanding of their legal rights when flying.

2. Initial Research

2.1 Competitive Analysis, Benchmarking and Points of Interest

An initial competitor analysis showed that, due to airline regulations, the service on offer ends up being similar to competitors'. However, after the initial user interviews, we found that none of the competitors have an app that helps with early trip planning.

2.2 Initial interviews with department leads

Insights gathered during the interviews and usability testing were collected and categorized.

3. Persona Definition and Customer Journeys

3.1 Persona Creation

Based on sign-up data and initial research, personas representing the different types of customers were created.

3.2 Customer Journey Mapping

Understand customer journeys from first contact through to sign-up in the app.

4. Ideation and Prototyping

4.1 Brainstorming Session

Ran the first sprint to validate the initial prototypes with the responsible departments and align the app's and site's features.

4.2 Concept Selection and Rapid Prototyping

Select the most promising concepts generated during ideation, weighing criteria such as the technical feasibility of the required integrations, user impact and alignment with the project's goals. These alignments were essential for quickly ideating the low-fidelity prototypes.

4.3 Stakeholder Review

Reviews were held with stakeholders, including members of the development and design teams and other interested parties, to gather additional insights and validate design decisions.

5. Usability Testing

5.1 Usability testing and research

After the high-fidelity prototypes were built, usability tests were run with 5 existing customers and 5 new users representative of the target audience, alongside surveys and qualitative and quantitative feedback.

5.2 Test Data Analysis

After collecting the test data and identifying patterns, friction points and opportunities for improvement, a few essential features emerged, such as the ticket-scanning button.

5.3 Design Iteration

Based on the usability testing findings, iterate on the product design, making adjustments to address identified issues and improve the user experience.

6. Implementation and Launch

6.1 Development Wrap-up and Final Testing

• Completed the necessary adjustments according to the weekly sprints.
• Successful product launch.
• Resolved critical post-launch issues.
• Collected user feedback for future improvements.
• Complete, up-to-date documentation.

Carry out the necessary integrations, develop and ship improvements for users, ensuring the product is stable, efficient and meets expectations.

Final screens

The delivered screens, with the interface decisions annotated: what each choice solves, and why.