After our team won the WestJet hackathon, we earned the trust of their CDO to reimagine and paint the vision for their end-to-end digital experience. That vision was shared at their annual investor day, securing their funding for deeper investment in digitally-enabled experiences, and establishing salesforce as their #1 technology partner.

TEAM

1 other designer (responsibilities shared fluidly), Solution Engineer, Executive Sponsor

MY ROLES

STAKEHOLDERS

Westjet Chief Digital Officer, Salesforce sales team

Value Delivered

  • Tangible vision for end-to-end customer and team member (contact centre, flight crew) experience

  • Visual inspiration for representing their brand across mobile and tablet applications

  • Investment in 3-year digital experience vision

  • Official technology partnership with Salesforce

Takeaways + Learnings

  • Tangibility builds conviction. 2 Designers were capable of securing massive investment for 2 enterprise companies by making the future feel real and doable.

  • Authenticity matters. We built in moments of human connection that felt entirely un-digital. This is what made the difference.

  • Calgary is a very cool city, full of wonderful and generous people.

Make it work…

Much of the joy in this process came from figuring out ways to create realistic airport scenes on our corporate office. With photoshop, a plotter, foam core, and a side table, we were able to create a believable airline seat view of your tray table

Customer Welcome

Customer Welcome

Premium Status Onboarding

Premium Status Onboarding

Facebook Chat

Facebook Chat

Smart Tag Connect

Smart Tag Connect

Setting Personal Preferences

Setting Personal Preferences

Call Center Customer Record

Call Center Customer Record

Voice Guidance

Voice Guidance

Location-aware Airport Guidance

Location-aware Airport Guidance

Live Boarding Guidance

Live Boarding Guidance

Realtime Notifications

Realtime Notifications

Tailored Lounge Guidance

Tailored Lounge Guidance

Lounge Concierge Experience

Lounge Concierge Experience

Discreet Boarding Notifications

Discreet Boarding Notifications

In-flight Tablet Experience

In-flight Tablet Experience

Crew Mobile Experience

Crew Mobile Experience

Internal Communication & Actions

Internal Communication & Actions

Personalized White-glove Touches

Personalized White-glove Touches

Final product

The result was a clickable video that allowed the CDO to walk through the vision in increments while voicing over live. This is a duplication of that presentation, in video format.