Interjet is Mexico’s premier discount airline. While Interjet operates a multitude of traditional sales outlets, eCommerce (not surprisingly) represents their largest sales channel with 73% of customers purchasing online. Interjet recognized the need to develop a digital customer experience that optimized their ability to serve their customers with the same refined, customer-centric approach their passengers already enjoy. Interjet has developed a customer experience that emphasises both the ease of purchasing and the comfort of the passenger. The experience design needed to reflect this customer-centric approach and to simplify both the process of booking travel and the post-sale support components of Interjet’s operation.
RealDecoy, Oracle Commerce experts and my employer at the time, was engaged to redesign the user experience and to integrate the power of Oracle commerce to deliver a personalized experience for Interjet's customers. As the Principle User Experience Architect for RealDecoy, my role was to champion the voice of the customer throughout the project – from requirements gathering to deployment and to ensure that our solution met the needs and goals of the both the business and the customer.