The aim is to improve the complete passenger journey to become Europe’s preferred airport
The challenge
How to improve the pessanger journey to create higher pessenger satisfaction.
My Role
I did customer research by doing interviews and usability testing in the terminal with passengers waiting on their plane. I helped translate these findings in UX-concepts.
Spreading knowledge of Nevi to the world
To demonstrate the value of Nevi membership and that it is more than a discount on education, we have chosen to pull valuable articles from Nevi's Knowledge Lab, which is only extensively accessible to Nevi members, to the public website. For example, Nevi now chooses a number of articles per purchasing theme which are freely accessible to non-members who visit the website.
This allows us to show information and knowledge that Nevi has in-house and what Nevi helps members with. In addition to the free articles that Nevi offers, it is possible for members to share articles on their socials. These shared articles are accessible to everyone, allowing us to create a wider reach from Nevi to their target audience.
Landing pages of Purchasing themes for the target group
To get users to the information they need we used landing pages with themes that the targed group is intrested in. This results in an easy to navigate platform where users can explore and learn about different buyer themes.
Training and content more transparent and clear
To give the user a better idea of the content of the courses I invested a lot of time in designing the course landing and detail pages. We conducted research in what the customer finds the most important information and made sure this information is clear and consise.
The Result
Thanks to the new checkout and product pages, the dropout rate dropped significantly and a larger percentage of visitors converted. Users find what they are looking for faster. As a result, telephone contact becomes more substantive in nature and the quality of customer contact increases. Better measurement of customer behavior also means more control over the management of the website and customer profiles.
Recognitions
Kentico Site of the Year 2020 – Best Online Marketing Implementation
Kentico Site of the Year 2020 – Industy Awards Finalist