BIMA Awards

BIMA Advance Award for Product & Service Design winner 2018

Advanced Awards | British Airways: Innovating the Customer Experience | The BIO Agency

by The BIO Agency

Project information

With Brexit looming, building on the success of the UK aviation market and strengthening customer growth via an improved product and service proposition is more important than ever. Yet passenger experience is being left behind. British Airways tasked us to help shape the future of aviation with industry-first, customer-led mobile service design solutions. Our aim was to improve service for air passengers, aid BA’s NPS and competitiveness in the age of low cost carriers.

In just 14 weeks, we built new customer journeys, streamlined architecture and created several tools to enhance the passenger experience. We used BIO’s unique methodologies to rapidly develop a range of service innovations that resolve travellers’ pain points – industry-firsts that have the customer experience at the heart of every moment and every trip.