Inflight Wifi NPS
Overview
The Net Promoter Score (NPS) provides insight into the customer's experience with a product or service. In 2020, our company removed NPS surveys due to fewer people traveling. As the world began to reopen after the pandemic, we observed changes in patterns in flyer usage and onboard Wi-Fi usage. This was an opportunity to reintroduce NPS and learn how wifi usage has changed.
Role: UX Researcher and UX/UI Designer
Tools: Figma, Microsoft Office, Jira, Pen and paper
Discovery
What’s the problem?
How do we get customer feedback on our wifi services?
Target Audience
Research and Results
Competitive Analysis
Frequent flyers
Business flyers
Travelers
The purpose of our research was to solifidy the implementation of reintroducing NPS. The scope of our research included competetive analyses and stakeholder interviews.
Our competetive analysis showed that other companies used a multitude of methods to learn what their consumers thought of their products.
Ideation & Creation
Following stakeholder interviews, we had to lay out different methods of feedback. We experimented with different survey questions, but had to put ourselves in the shoes of users. Adding a survey with multiple questions in the flow of getting on the plane, through leaving the plane, would only complicate the whole flying experience. Narrowing the survey questions to a simple rating and elaboration on the rating not only gives a short survey with a higher likelihood of completion, but also gives qualitative and quantitative data.
Wireframes
Text Survey
Email Survey
Survey opt-in
Users are given a choice whether they want to receive the survey through email or text.
Email Survey
The survey is sent through email where the user can fill it out.
Text Survey
High Fidelity Mockups
In the beginning of the flight, when users first connect to inflight wifi, they will be given the option of having the survey texted or emailed to them at the end of the trip. Since the end of the flight is less than an ideal time to take a survey, emailing or texting the survey would allow the user to provide feedback on their own time.
Users can take the survey by replying to the texts sent.
Reflections
Visions for the Future
Ask for feedback on certain features
Expand to more airlines
Add a question(s) to the survey
This was an interesting project. I had to do research for implementing a research method. It was pretty meta. This project also dealt with speaking with a lot of stakeholders that were higher up in the company. I got to see different departments, their priorities, and how our jobs affect each other. I experienced the many dynamics of working on a cross-functional team.