Creating the best customer help site in the world

We collaborated closely with easyJet to create a balanced and easily-navigated redesign of its online customer service portal:

  • Customers finding key information faster
  • Vital tool for enhancing the easyJet customer experience
  • Responsibly designed digital service
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The challenge

Flying can be a turbulent experience, so when an easyJet customer has a question about their flight they want an accurate answer quickly, without fuss.

There was a lot of detailed information on easyJet's customer services portal. However, it wasn't always easy to find or digest, and the user journeys were too complicated. 

The main objectives were to:

  • Determine where improvements could be made to the overall ease-of-use, efficacy, and proposition of the new easyJet website.
  • Gather an understanding of user expectations and opinions of the site.
  • Find out how well the site navigation supported users in their main tasks.

What we did

Our first priority was to simplify easyJet's customer services portal and cater to both web and mobile users:

  1. We based ourselves in the easyJet offices where we ran design exploration workshops to gather business requirements, and familiarised ourselves with the easyJet brand.

  2. Through this close collaboration we created a cross-platform working prototype for web and mobile in little over two weeks.

  3. We carried out user testing on our prototype with current and potential easyJet customers, validating it before making amendments.

  4. We annotated the final prototype ready for easyJet's development team.

Easyhet sketches on paper
EasyJet booking page on desktop and android devices

The results

Our solution to easyJet's challenge was a responsively designed website that makes it easy for customers to quickly find the information they need.

The portal has become a vital tool for enhancing customers' overall experience with easyJet, and the analytics clearly demonstrate that users are finding the information they need far more quickly.

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