Transportation

Travel and hospitality

American Airlines + UserTesting

Watch how American Airlines built a benchmarking program to make booking and managing flights easier for customers

Remote video URL
  • 15%
    Increase to QXscore across the digital experiences that American Airlines has measured and changed
  • 37%
    Rise in task completion rates for inputting passport details, adding loyalty information, requesting a meal, and more
  • Key insights regarding how customers like to receive communications + how American can help them book multi-city trips
Human Insight leads to understanding the full end-to-end customer journey to make sure that we have that seamless experience from inspiration and booking, to travel, to when you've arrived at your destination.
Kimberly Cisek
Kimberly Cisek VP of Customer Experience, American Airlines
The value in providing the QXscore to product owners is that it gives us a common metric with our product counterparts to be able to track success over time.
Lucas Lemasters
Lucas Lemasters UX Research Principal, American Airlines
Building software is expensive and it takes a long time to get into production. Having insights early is critical to making sure we're as efficient as we can be.
Kevin Macfarland
Kevin Macfarland Managing Director of Digital Platform and User Experience, American Airlines
  • Discover how WestJet uses conversations with customers to make air travel safer and more convenient
  • Teaser Images for Customer Stories. These teaser images are used for the Customer Story cards on the Customer Stories Listing page.
    Discover how listening to customers and conducting 'beyond device testing' guided Alaska Airlines through the pandemic
  • Teaser Images for Customer Stories. These teaser images are used for the Customer Story cards on the Customer Stories Listing page.
    Learn how the moving and storage leader avoided disaster when they upgraded their ecommerce website
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.
    See how Expedia Group saves over seven figures a year with fast customer feedback