Thousands of Vueling passengers pass through airports across Europe every day. As part of its ongoing commitment to improving the user experience, Vueling challenged us to redefine the entire user journey and experience; from the very moment a ticket is purchased to the instant passengers step on board the aircraft.
A commitment to excellence
Vueling aims to become the leading airline in service over the coming years, starting with Barcelona Airport. Achieving this means managing user information effectively, understanding not only what information users need, but also when they need it, while taking into account the diversity of Vueling’s passengers.
Customer Journey
This qualitative analysis made it possible to identify the pains and gains of the customer journey, as well as brand perception within the airport environment. Five key insights emerged:
- Vueling customers look for yellow.
- Information must be prioritised.
- There is an overload of visual stimuli.
- People don’t read.
- Process flows need to be clear.
A new information and wayfinding system
This new system, aligned with Vueling’s visual identity and built on signage and wayfinding principles, delivers a clear improvement to the customer experience:
- The Vueling area is clearly visible, with the different zones clearly differentiated.
- Information hierarchy is more structured and orderly.
- The creation of a colour code and its application across different touchpoints improves crowd organisation and provides consistent information.
- The use of icons simplifies messages, avoiding complex texts.
- The incorporation of numbered steps within processes structures user flow and enables a clear, easy-to-follow journey.
