The role

Head UX/CX-Designer leading a team of three being the main link between the clients and users needs as well as the technical implementation

The task

Re-thinking and restructuring the online check-in to create a up-to-date and state of the art check-in experience for the Lufthansa Group.

In a world shifting towards always-online, the goal was to create a more user centric online check-in process keeping the users need at heart making the process easier for the different target groups and decrease on-site check-ins. 

This process was focusing on two diverse target groups with their very special needs. Frequent Flyers as well as occasional flyers. We thus tried to create an experience that leads the user through the flow as quick and easy as possible not forgetting to give the more insecure traveler context, help and information where needed and align with the booking process that took place beforehand.

To drive sales of add-on services we introduced a more experience based shopping cart making discovering, adding and paying these services a lot easier for the customer without being too pushy with offering these services. The goal was to offer them services that fit their travel needs according to preferences, travel group size as well as type of journey (long vs short haul).

All of the above was created working overarchingly with other departments, for all touchpoints and all the airlines to create a more hand in hand experience for the user. The new check-in was created for all tenants of the Lufthansa group, including Brussels, Austrian, Swiss and Discover Airlines. 

In an extension the flow was adapted for a on-airport touch-screen check-in service (Kiosk) used on all Lufthansa Group Hub Airports.

Examplary User Flow Mapping

Basis of a user flow mapping as a starting point for the new check-in process to monitor the old flow and to track and visualize possible enhancements and painpoints for the future ONCE check-in flow.