The double success saw the industry-leading easyJet mobile app, developed in partnership with Travelport Digital, awarded Best Transaction Experience at the User Experience UK Awards and Gold Winner, Digital – Travel Tech, at the driven x design, London Design Awards.
Since launching in 2011, easyJet’s mobile app continues to innovate and empower its customers’ travel experience. Building on its consistent 4.5-star rating, the app has now been downloaded more than 23 million times. With over 600,000 uses per day, customers are now making 27 per cent of all e-commerce bookings through mobile platforms, an increase of 5.4 per cent from 30 September 2016. As a pioneer in this space, the app continues to meet the needs of today’s increasingly ultra-connected traveler and engage with them through push notifications and targeted messaging on the go.
The User Experience UK Awards recognise excellence in user-focused digital or service design and are a celebration of great and innovative UX offerings from organisations that take pride in delivering the best possible online or joined-up experience. The Best Transactional Experience category showcases the most user-focused experience when consumers are purchasing goods or services online. The key is that the experience is efficient and frictionless.
The judges felt that the easyJet Travel App was 2017’s winner because it tangibly improves its users’ experiences in the offline world – something that’s clear to see when you consider 24 per cent of passengers now use mobile boarding passes (a 9.5 per cent increase from easyJet’s 2016 financial year). The app also includes features such as Apple Pay, currently used in 10 per cent of all app bookings, FlightRadar24, Passport scanning, credit card scanning, Touch ID fingerprint technology to retrieve customer information and offers the ability to show travellers what gate they need to go to when at the airport.
The driven x design awards celebrate the role of design in enriching the human experience and its application in technology, and the courage of those who commission, create and support design. The easyJet mobile app was chosen as Gold Winner in the Digital-Travel Technology category, due to its user-friendly focus and contemporary design, combined with rich functionality which offers an engaging digital travel experience across multiple devices.
“It’s fantastic to be recognised and awarded within the design industry for our leading mobile experiences. Picking up “Best Transactional Experience” against some big hitting household names such as Sky, Barclaycard and the AA, is a true accolade to quality of the purchasing experience we offer to our customers. Searching and buying travel can be confusing and time consuming, but we have made it as simple and easy as possible by putting the customer at the heart of all of our mobile interactions.” Dan Young, Head of Apps & Digital Travel Experience, easyJet.
Commenting on the award win, Cormac Reilly, Chief Customer Officer at Travelport Digital said: “We’re thrilled to receive these two leading industry awards alongside easyJet and are extremely proud of the continued work we do with its team. We believe that a good customer experience is about continuous engagement throughout the customer journey and providing highly relevant, personalised information and services at the right time. We look forward to working on even more innovative award-winning solutions with easyJet in the future.”
