Heathrow approached Furthermore - digital product and service design studio to help re-envision their digital service side by tackling some of the biggest pain-points faced; user-journey of the homepage, navigation tool as well as an entire flight search system.
Over a period of seven weeks I have been fortunate to have had worked alongside studio’s managing partners Hana Sutch, Steve Johnson, senior visual designer Ben Phimlott to come up with interaction blueprints as well as visual designs for an overhauled heathrow.com homepage.
I have worked to supply overall designs to a product developer Pixel for a building phase. Designs were then tested by Heathrow over Adobe Target platform exposing new designs to specific customer groups for testing and further development.
Design attempts to maximise how much of varyingly priced services visitor is exposed to in a stress-free, clear and an intuitive way.
User lands into a flight search section, which is followed by ‘transport information’. Once such information is delivered, visitor is then taken to a section about more leisure services.
Multiple insights helped to establish a hypothesis that a major aspect for a ‘stress-free’ user journey would be an ability to save flight information.
Within a ‘mobile-first’ approach, such information is featured in a slide-in
navigation menu and is instantly accessible.
‘Flight Search Tool’
Search filtering is minimised and appears only when tool picks up
on user’s input.
A major design overhaul has been achieved by reducing flight search lists according to the flight share codes;
New system allowed reducing 120 item lists to be no more than a dozen of flights shown at once.