Reinventing the digital experience for airline passengers
British Airways is the largest airline in the UK but, like many market leaders, protecting market share is a challenge. The British Airways executive team appointed The BIO Agency as their digital transformation partner to redefine how passengers interact with the brand.
As a complex organisation, British Airways has multiple stakeholders – we therefore had to engage across the entire business to get buy-in to the transformation programme. For the project we interviewed over 200 customers giving us insights which we fed into the design and approach. Weekly user testing facilitated iterative development based on feedback. This allowed us to get to beta in 14 weeks.