OVERVIEW

Net Promoter Score (NPS) gives you insight into the customer using a product or service. This is done by asking the likelihood of customers recommending your product to others on a scale of 0-10. Our company had previously stopped asking our customers this due to low response rates and lack of new insights. When the world started opening up after the pandemic started, we noticed a change in patterns in flyers and onboard wifi usage. This was an opportunity to gain new insight.

I took the lead on this project under the guidance of our UX Director. I was responsible for research, interviews, ideation, wireframes, and high-fidelity mockups.

How do we get customer feedback on our wifi services?

Target audience

• Frequent flyers

• Business flyers

• Travelers

Research Plan & Results

• Competitive Analysis

• Stakeholder Interviews

The purpose of the research was to solidify the implementation of reintroducing the NPS. Through the research, we were able to find how our different departments would find value with the NPS.

User personas were made prior to this project but were still applicable. Personas were split up by generation and geographical regions.

When it comes to surveying customers, we have to figure out how to present them with the survey. We want to have a useful response and completion rate.

There were a few different methods we looked at to present our users the feedback survey: physical receipts, website survey, email the survey, survey through text, and survey through social media.

Usually, with feedback surveys, we want to ask the user immediately upon completing their tasks. Onboard wifi usage was a bit trickier. There are multiple variables such as duration of the flight, type of onboard wifi pass used, flight path, etc.

We were able to narrow down the presentation methods to emailing and texting the surveys.

high fidelity mockups

With our clients being different airlines, the mock-ups we created were of a mock airline, Wander Airways. This allowed us to present to our clients our services while keeping their information confidential.

Receiving the survey through Email

• Ask for feedback on certain features

• Expand to more airlines

• Add a question(s) to the survey
  

Reflections

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.