Overview

A support message center for an airlines company is a dedicated platform that enables customers to reach out to the company's customer support team for assistance with their inquiries, complaints, or requests. This platform is available 24/7 and can be accessed through various channels such as chat, S7 mobile application, phone, or social media.

The primary goal of a support message center for airlines is to provide prompt and helpful responses to customers' queries, concerns, or issues. It includes features such as automated responses, ticket tracking, real-time chat support, and self-help knowledge base articles.

I was the first designer on this project, leading the whole design process, ending with a team of 3 designers. 

Results

The measured results for this product are the following:

• Saved at least 10 hours of labor per week (Hr P/W) for each operator
• Got 15x faster reply speed (RS), mostly because of removing redundant communication channels like email, where users had to wait for at least 24 hours to get the first reply
• Reduced the number of third-party services required, embedding them into the Message Centre
• Lead design on in-house solutions replacing third-party SAAS, saving at least $42k annually and adapting processes for the company's needs
• Restructured UI kit and design process, increasing design and development speed (DS) by ~3x.