Planes fly high, we know
how it feels

Design Thinking • Product Design • Mobile App • Design Systems • Usability Testing • Airline Industry • Belgrade •

Overview

As a national brand and one of the oldest air carriers, Air Serbia deserved a fully reimagined digital presence. With the user-centric Air Serbia Mobile app, flyers would enjoy a simpler yet elevated experience. The goal was to boost customer satisfaction and brand loyalty for their 4 million annual passengers.

Project Summary

What we did

Product Improvements

Opportunities

We had several crucial objectives:
‍
• Improving conversion rate on the mobile app
• Seamless integration with Air Serbia’s systems
• Leveraging the accessibility of mobile technology.

With access to extensive user data and analytics, we fully understood user segments and personas. We were also able to challenge our final design concept via usability testing. By achieving these goals, Air Serbia’s passengers experienced a more personalized and convenient user experience.

Outputs

• Full modular design for mobile app
• Scalable design system
• UI art direction
• Custom illustrations

Tools

Project manager, product designer

Toolkits &
Tech Stack

LoFi wireframing

Customer journey mapping

HiFi wireframing

Art Direction

Moodboard

Feature prioritization

Design System

Dev handover

Usability

Solutions

Creating a thoughtful Air Serbia Mobile App customer journey was only possible by understanding the passengers’ needs and pain points. Our team took a journey of their own through extensive research, user interviews, and prototyping.

At the destination and as a final result, Air Serbia customers had a smoother and more intuitive user experience.

Extras

Need anything to make your trip more pleasant? We probably got it covered...

Outcomes

70%

Conversion rate improvement

Incremental revenue increase compared to web

40%

Increase of average order value compared to web purchases

70%

Registered users complete
in app check in

Kroon stood out with their proposal that was the result of their internal one week design sprint, and we were convinced they have a good design process that is necessary for complex projects.