jetblue

Ushering in a major overhaul to its loyalty program required a strategic customer experience design to the platform behind the member portal, the booking flow, and components for JetBlue.com.

jetblue

Ushering in a major overhaul to its loyalty program required a strategic customer experience design to the platform behind the member portal, the booking flow, and components for JetBlue.com.

To create a world-class loyalty platform with earlier and more frequent unlocking of benefits necessitated a reimagining of major touchpoints in the customer journey.

To create a world-class loyalty platform with earlier and more frequent unlocking of benefits necessitated a reimagining of major touchpoints in the customer journey.

The business logic for the program is set, but users still need to be able to understand the ins and outs of the program to get the most out of it. With various dynamic parts in the new program, users need to be informed about their own status as well as changes in spend amounts and the benefits of meeting thresholds.  

The business logic for the program is set, but users still need to be able to understand the ins and outs of the program to get the most out of it. With various dynamic parts in the new program, users need to be informed about their own status as well as changes in spend amounts and the benefits of meeting thresholds.  

Defining and deploying design principles, provisional personae, competive audit and territory exploration yieled a variety of distinctive, extensible and modular experiential components.

Defining and deploying design principles, provisional personae, competive audit and territory exploration yieled a variety of distinctive, extensible and modular experiential components.

The program launched in late 2022 to great acclaim. Built on a new concept of Tiles travelers can more easily track their progress toward status. The offerings include early boarding, a priority security lane, one free alcoholic drink onboard and a few bonus points opportunities. 

The program launched in late 2022 to great acclaim. Built on a new concept of Tiles travelers can more easily track their progress toward status. The offerings include early boarding, a priority security lane, one free alcoholic drink onboard and a few bonus points opportunities.