When the pandemic hit air travel hit a standstill and as it started to re-open passengers were left confused. With each country, airport and airline having its own restrictions, test requirements and hotel quarantines they did not know where to start. This resulted in ASA's customer services being stretched to reply to their customers.
With a mission to deliver innovative and personalised services with optimal protection ASA offers premium air-travel services. To show their customers why they should be Indonesians' preferred airport partner ASA felt they needed to improve how they communicate their values. We helped translate these values into action principles for the new web portal.
In partnership with Optimus and TCG, we utilised ASA’s deep domain knowledge to bring together a best in class booking site for ASA’s travel services.We created an immersive journey planner that allowed the customer to tailor their journey to meet their needs. This was far away from the usual shopping cart experience provided by ASAs competitors and was closer to a flight booking platform. A major challenge here was that the services directory matrix was huge due to the variety of different services and prices at each airport we managed to not only handle the technical challenges here but also made the process easy for the customer by making clear visuals for each option and only showing relevant options.
Seamless travel experience
We created an easy to use service booking flow that allows the customer to select which services they require at every step of their journey.
Reacting to COVID19
COVID changed a lot about how people think and act, the information and services they require. We worked with ASA to promote the most up-to-date actionable information relating to COVID and create new services such as Hotel Quarantine and PCR Tests.
Compiling documentation is a challenge from both sides. For the user they must provide different documents depending on the services they require, this can be frustrating because they would often need to upload the same documents more than once and even upload documents that are not required for the services they have selected. From the business side organising the documents and ensuring they have everything in place can be hard work. We created an experience that would only ask for the minimum documentation needed for each customer's chosen services and stored them in a portal accessible to ASA's Special Assistance team.
Trusted their airport journey with ASA by JAS
Head of Corporate Planning and Strategy, JAS Airport Services