Project Duration:
4 Weeks
4 Weeks
Target Audience:
Millennials & Generation Z
Millennials & Generation Z
The Objective:
Create low-cost solutions focused on customer experience improvements for jetBlue. The solutions should not only benefit the customer experience for the airline's target audience, benefit the company through business perspectives, be low-cost, and reflect branding throughout the customer journey.
Create low-cost solutions focused on customer experience improvements for jetBlue. The solutions should not only benefit the customer experience for the airline's target audience, benefit the company through business perspectives, be low-cost, and reflect branding throughout the customer journey.
The Approach:
When I researched jetBlue, I surprisingly found that the budget airline had created quite the name for customer experiences. The airline focuses on "Humanizing the Air" and has put efforts into improving their customer's overall customer journey and experience with complimentary benefits (like legroom, snack bar, and more).
After examining jetBlue's customer journeys and reviewing numerous videos/blogs, the pain points that I selected to focus on were expanding entertainment, helping flight anxiety, and boredom while waiting for an upcoming flight - especially with economy customers in mind. With their new focus on Millenials and Generation Z, instead of ages 45-66+, it was clear that the current branding only needed a refresh to reflect a more exciting mood. JetBlue has created a strong brand image that resonates with customers and their strive for simplicity. For branding and the new audience direction, it seemed fitting that the brand was refreshing it to be more eye-catching compared to other budget and non-budget airlines.
When I researched jetBlue, I surprisingly found that the budget airline had created quite the name for customer experiences. The airline focuses on "Humanizing the Air" and has put efforts into improving their customer's overall customer journey and experience with complimentary benefits (like legroom, snack bar, and more).
After examining jetBlue's customer journeys and reviewing numerous videos/blogs, the pain points that I selected to focus on were expanding entertainment, helping flight anxiety, and boredom while waiting for an upcoming flight - especially with economy customers in mind. With their new focus on Millenials and Generation Z, instead of ages 45-66+, it was clear that the current branding only needed a refresh to reflect a more exciting mood. JetBlue has created a strong brand image that resonates with customers and their strive for simplicity. For branding and the new audience direction, it seemed fitting that the brand was refreshing it to be more eye-catching compared to other budget and non-budget airlines.
Deliverable #1 - The Book Nook
Deliverable #3 - Get to Know Your Airpot
