easyJet

The Brief: Create a desktop gadget for Windows Vista to help easyJet provide a more personalised experience for business travellers.

The gadget, which was co-funded by Microsoft, needed to be ready in time for the Windows Vista business launch event in early December 2006. It was to be shown as an example of the possibilities Windows Vista could offer.

At the time of the commission, much of the Microsoft technology was still in pre-release and there were few examples of what was possible with gadget technology.

Flow worked with Splendid to deliver the project. Over a period of 8 weeks, our team had to:

• Identify what was needed from the business to ensure it demonstrated a clear business case.
• Identify what was useful to easyJet customers to ensure the widget was successful with end users.
• Understand the capabilities of this new technology to ensure we were able to deliver a working gadget.

We delivered an innovative user experience rapidly with user-centred design.

easyJet had gathered a lot of feedback from business customers outlining some key needs that the gadget needed to address. Flow also had significant knowledge about the travel needs of business customers from previous projects.

Given the very short time-frames for the project and the collective experience of the team, we began the project with a series of workshops with easyJet, rather than more user research. We focused on the development of three key personas, then defined scenarios for each stage of the travel lifecycle: exploring options, the travel experience itself and the return home.

From there, we created and prototyped a concept which we tested with target users. The results were fed back into more detailed designs, which were then tested with users again prior to final development and launch.

The Windows Vista desktop gadget demonstrates a new model for creating personal customer relationships.

By employing user-centred design (UCD) the team kept a tight focus. They successfully designed, built and launched the gadget in time for Microsoft's business launch event. And because Flow's UCD techniques eliminated most of the business risks, easyJet could be confident that the gadget would be a success.

The new gadget proved very popular with end users in testing - many of them wanted to know when they could download it.

easyJet was able to define a new mechanism for building relationships with their frequent customers. The gadget reinforced their desired shift in customer perception of the easyJet brand, to reflect exemplary customer service as well as value for money.

The gadget is now available for general public download. If you've got Vista you can try it out.

"These guys are swell and their work is real neat."
--Paul Curtis, Commercial Systems Manager