Travel stress makes for unhappy passengers. 74% of passengers make their airline preference based on service. To enhance customer experience, Japan Airlines wanted to restore a sense of calm to the harried process of getting through the airport and reduce fear of missing the flight.

Insight

For travelers, personalized knowledge is power

Japan Airlines (JAL) worked with IBM iX to transform big data into a customer-centered application that would guide JAL passengers seamlessly from check-in to takeoff without anxiety.

Idea

Counting down to calm

Together we designed an app for Apple Watch that converts chaos to confidence and empowers passengers to kick back before takeoff. A visually appealing interface delivers a boarding pass with a two-dimensional QR code, bypassing the need to handle a phone or juggle documents. Tapping notifications give passengers ongoing alerts about flight status, boarding gate details and gate changes.

Impact

Japan Air leads a new course in airline experience

The JAL Countdown option lets passengers manage the anxiety and fear of mismanaging time in a frenzied environment with a visual, incremental countdown, designed to ensure that passengers access and enter the plane using their app within the countdown’s last 10 minutes.

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