December 13, 2018. The airline industry’s first-ever fully-contextual mobile experience introduced by South America’s favorite carrier GOL — is boosting sales and customer loyalty. Work & Co led product strategy, design, and front-end development for GOL’s new app, available for Android and iOS.
Three months post-launch, the new mobile experience is:
- Driving engagement and digital sales for more than 13 million users.
- Averaging 130K new downloads a month.
- Lifting sales on digital channels by 7%.
"We had one big goal, which was to create something new that addresses real friction points for our customers,” GOL’s Director of Marketing, Mauricio Parise said. “Work & Co met this challenge with creativity and agility, working as an extension of our team."
GOL’s new mobile app has a host of unique features for business and leisure travelers.
On the day of travel, passengers get pinged when it’s time to board, when they’re upgraded, and if a gate number changes. The interface is personalized, changing color based on Smiles program mileage status. A rethinking of the traditional seat map comes with avatars to make the experience customized and fun.
Other benefits: flight tracking. Road warriors can keep tabs on multiple flights on the same day. Parents can monitor their child’s flight — along with the person accompanying them from Gol.
“Creating a personalized travel experience today means anticipating a wide range of contexts. These are not necessarily edge cases, but rather, the realities of travel today, The journey’s always changing,” said Diego Zambrano, Design Partner at Work & Co. “The result is an experience tailored to every traveler at that moment.”
Added Lilian Santos Faria, Digital Marketing and E-commerce Manager at GOL: "Innovation has to have functionality...the customer experience must be simple and unique. That’s why Work & Co's expertise has been instrumental to continuous innovation — they represent the best of digital design with the highest quality of software development."