How a new, intuitive experience increased bookings for British Airways

British Airways (BA) helps over 45 million travellers reach their destination every year.

Being the UK flag carrier doesn’t, however, guarantee immunity from the pressures of disruption in the industry - and changing customer behaviour and technology are rewriting the rules for every airline.

With an ambitious plan to strengthen its position as the airline of choice, BA sought a partner to embed a deeper digital mindset and improve the customer experience and performance of critical digital products.

Welcome aboard AND Digital.

Our partnership with BA began with a critical need to stabilise and improve the business’s existing mobile apps. Delivered offshore and in a Waterfall environment, quality and the pace of delivery were of particular concern.

The process began with a four-week Discovery, during which we established tech readiness and defined a new product vision. AND also defined coding standards, clarified the system architecture and developed a Git migration plan, directly managing the handover of the existing codebase.

Next, the team focused on immediate quick wins, including:

• Credit card surcharge rules
• Improving the Android booking flow
• iPhone X compatibility
• The addition of essential missing features - like the display of departure gate information