Spirit Airlines
Mobile booking flow redesign for Spirit Airlines, streamlining the low-cost carrier experience and reducing friction in the purchase journey.
Duration
2m
Team
10
Scale
Enterprise
Scope
United States
Overview
Spirit Airlines, a leading low-cost airline, engaged in a comprehensive overhaul of its mobile app to create a more intuitive, feature-rich platform for bookings, check-ins, and travel management. Grounded in a research-led approach, the project focused on delivering a seamless experience in the competitive airline industry.
Challenge
The existing app was outdated, lacking modern features and accessibility, which frustrated users with poor navigation, a cluttered interface, and limited functionality.
Spirit Airlines needed a mobile-first solution that was visually engaging and aligned with Native iOS and Android technologies.
The app had to be inclusive and accessible to all users, meeting WCAG 2.0 AA standards.
Research & Discovery
Conducted contextual inquiries and competitive analysis to identify gaps and benchmark against best practices.
Led persona development and journey mapping to address traveler needs across all stages of the journey, from booking to boarding.
Employed iterative usability testing and accessibility reviews to ensure compliance and address user frustrations.
Solution & Deliverables
Designed wireframes and high-fidelity prototypes, undergoing multiple rounds of user testing to prioritize features like simplified navigation and real-time updates.
Ensured WCAG 2.0 AA compliance across all deliverables, incorporating accessible design and inclusive travel options.
Delivered data-driven traveler personas, journey mapping, and competitive design audits, along with an agile implementation roadmap for modular, iterative app development.
Project management and delivery
Ran with a team of 10, 2 direct reports, over 2 months.
Commercial ownership of a budget between five hundred thousand and one million dollars, covering forecasting, change control and the commercial conversation with the client.
Enterprise programme delivered across United States, shipping to Mobile Native iOS and Android.
Heavy regulatory and compliance context, so accessibility and compliance sign off were release gates rather than an afterthought.
I owned the plan, the schedule, scope and change control, the RAID log, and status reporting to the client sponsor.
Functional requirements written so developers could estimate honestly, with UAT and QA gates before each release.
Results & Impact
Enhanced user satisfaction, increasing app adoption and improving booking conversion rates.
The mobile-first design achieved a consistent, intuitive user experience across devices, positioning Spirit Airlines as a leader in digital customer engagement.
Continuous improvement was supported through stakeholder collaboration and integration of real-time data systems, ensuring the app evolved with user needs.
Project Artifacts
Project Details
Industry
Airlines
Duration
2m
Team Size
10
Direct Reports
2
Scale
Enterprise
Scope
United States
Budget
500K'1M
Platforms
Mobile Native iOS and Android
Regulatory
Heavy
Engagement
End-to-End Product management, Design, development and ongoing support