easyJet

The best customer help site in the world

We collaborated closely with easyJet to create a balanced and easily navigated redesign of their online customer service portal.

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

We worked really collaboratively as one combined Webcredible/easyJet team so we could innovate and make difficult design decisions quickly.

Theo Jones

Creative Director, Webcredible

Our approach

Our first priorities were to simplify easyJet's customer services portal whilst retaining the finer details, and balance web and mobile channels:

  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

Exploring different approaches to the mobile user journey

Sketches of how the widgets might look and work

Impact & results

Webcredible's solution to making the best customer services portal in the world was a responsively designed website, making it easy for customers to quickly find the information they needed.

The portal has become a vital tool to enhance customers' overall experience with easyJet. Their analytics clearly demonstrated that users were finding the information they needed more quickly.

  • Optimised information architecture to make pages easy to digest (1/3)
  • Designed so users can easily find the information they want (2/3)
  • Fully responsive and designed for mobile interactions
  • Optimised information architecture to make pages easy to digest (1/3)

  • Designed so users can easily find the information they want (2/3)

  • Fully responsive and designed for mobile interactions

Here are some more clients we work with

  • Heathrow Express

    Multichannel service design ensures optimal customer experience

  • Virgin Holidays

    User-centred customer journeys inspire revolutionary new way to book holidays

  • Brompton

    User-centred website redesign drives international growth for iconic brand

  • Hotels.com

    Mobile and tablet strategy ensures optimal multichannel experience

Like what you see?

How exciting, let's get started

Get in touch

Phone

+44 (0)20 7423 6320

Address

133 Park Street
London
SE1 9ED
United Kingdom






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