GetSetGo!
A unified, bespoke, convenient & secure air travel experience that empowers flyers with contextual access to information, products & services.
GetSetGo is an integrated ecosystem offering from GoAir airlines, that provides the flyer with the ability to pre-book all travel-related services & merchants from anywhere, anytime. The entire spectrum includes:
Pre-Airport
Airport transfers
Departure airport
In-flight
Arrival airport
Destination
Background
India is expected to become the 3rd largest aviation market in the world. The Ministry of Civil Aviation has sought ways to improve and streamline the customer experience—and yet, questions remained. What would actually drive the nuts-and-bolts changes in an infrastructure spanning over 100 airports in India?
The Ministry knew that it needed to build a holistic conceptual framework for the aviation of the future. We engaged with them to create a human-centered approach that puts customers first at every step of the journey. Many specific opportunities emerged between the passenger, service providers, airports, operations, security, and the airlines themselves.
The insights gathered were delivered to the whole ecosystem as ‘central’ recommendations for an improved aviation experience.
The resulting product was the Ministry of Civil Aviation's Digiyatra platform.
Digi Yatra is the digital processing of passengers at the airports. Passengers will be automatically processed based on facial recognition system at checkpoints like; Entry point check, Entry into Security Check, Aircraft Boarding, Additionally this will also facilitate self-Bag Drop and Check-in, using facial recognition to identify pax and data recall.
Digi Yatra will facilitate paperless travel and avoid identity checks at multiple points. You can read more about it here.
Goair wanted to capitalize on the new government initiative and create a seamless flyer experience, that creates memorable experiences and brand loyalty and ultimately achieves high customer engagement & drives business revenues.
What did we do?
Primary and Secondary research
Flyer interviews
Expert interviews
Aviation trends
Brainstorming & synthesis
Ethnographic research into flying behaviors of people in India
Future vision
Future of flying experience
Future journey mapping
Key moments illustration
Insights
'Flyers are looking for seamless experiences'
'Memorable experiences build brand loyalty'
'Brand loyalty drives positive business outcomes'
Objective
Design a memorable flyer experience for GoAir that achieves a higher business impact.
Guiding principles
Empowering
Using a unified channel to facilitate all transactions for a flyer.
Trusting
Design an integrated framework of services that is unintrusive, non-transactional, and trustworthy.
Memorable
Build an airline experience that is not just about flying alone.
The expansive star is a pattern that has grown from the boundary of the Vistara symbol. Its far-reaching shapes reflect the diverse, expansive journeys across India and the world.
Outcome and impact
In the highly competitive, price-sensitive Indian airline market, Vistara may only hold a small sliver of the compared to its rivals Indigo and Spicejet, but it is gaining ground in another important metric: customer satisfaction.
Vistara has established itself as the only full service in India and has been continuously voted on the quality of its services such as better seats, more class options, excellent loyalty programs, dedicated lounges, friendlier staff, better catering, and the overall experience of flying.
Now in its 5th year of successful operation, the brand is in a unique position to capture high profile business travelers and expand into long haul international routes.
Team
Sujata Keshavan, Dan Ellis, Sulekha Rajkumar, Pooja Jagadeesh, Surabhi Rathi