Travel & Hospitality

Aeromexico Sales App.

Increase event sales without overwhelming agents at the counter.

Client

Aeromexico

Project type

Event iPad App + Intranet Redesign

Project Focus

Faster assisted booking

Impact Area

Sales Conversion & Service Speed

Overview

Aeromexico wanted to increase ticket and package sales at its Mexico City events and sales offices without adding more agents.

Previous Situation

At WTC events, visitors waited about 75 minutes to reach the counter and roughly 5 out of 30 abandoned the line. Agents switched between a printed destination magazine, the GranPlan intranet, and Google Maps, while outdated hardware struggled to print large ticket and voucher bundles.

Aeromexico equipped visitors with an iPad browsing app so they could explore destinations, prices, hotels, cars, and attractions before reaching the counter.

The Challenge

Customers only decided once they reached the counter, and the tooling made it hard to answer basic hotel questions quickly. The process slowed service and limited upsell for hotels, cars, and attractions.

Our Approach

We ran on-site research and time studies, then mapped the service journey to move exploration earlier and consolidate agent workflows.

Research & Discovery

The biggest bottleneck was context switching: agents jumped between systems to compare hotel locations, check prices, and print bundles for families. Eliminating those hops would unlock speed and conversion.

What we found

The bottleneck wasn't the agents. It was context switching. Every hop between the magazine, the intranet, and maps cost time at the counter.

Solution Track 1: iPad Browsing App

We built an event iPad app that let visitors explore destinations, prices, hotels, cars, and attractions, then save a wishlist and share it with an agent or leave their email for follow-up.

Typography & Colors

We chose this typeface for its readability and accessibility.

Din

Primary

HEX: #003366

Secondary

HEX: #0067b1

Tertiary

HEX: #00a3dd

Accent One

HEX: #94d6ff

Accent Two

HEX: #ff8000

Din

Primary

HEX: #003366

Secondary

HEX: #0067b1

Tertiary

HEX: #00a3dd

Accent One

HEX: #94d6ff

Accent Two

HEX: #ff8000

Din

Primary

Hex: #003366

Secondary

Hex: #0067b1

Tertiary

Hex: #00a3dd

Accent One

Hex: #94d6ff

Accent Two

Hex: #ff8000

Regular

ABCDEFGHIJKLMNOPQRSTUVWXYZ

abcdefghijklmnopqrstuvwxyz

0123456789+@#$%^&*[]{}<>

Bold

ABCDEFGHIJKLMNOPQRSTUVWXYZ

abcdefghijklmnopqrstuvwxyz

0123456789+@#$%^&*[]{}<>

Solution Track 2: GranPlan Intranet

We redesigned GranPlan with embedded maps, faster search, and print-ready bundles so agents could complete complex bookings in fewer clicks.

Visualizing the Solution

Accelerating the transition from abstract indicators to a field-ready interface for immediate testing.

Data Matters, but

The way you present it matters even more

After

Before

GranPlan Redesign

Faster tools for agents.

+Maps and fewer clicks at checkout to drive more sales.

We embedded maps directly into GranPlan so agents could compare hotel locations without leaving the intranet, cutting context switching during peak hours. We also optimized print bundles for flights, hotels, cars, and attractions so large family bookings could be printed in one pass.

Data matters

Information that surfaces when it matters.

Transforming raw numbers into instant, actionable insights.

Strategic Information Architecture is the bridge between raw data and usability. We realized that for passengers, having critical information “on hand” isn’t a luxury. It’s a necessity. We redesigned our layouts to ensure that whether the output is digital or physical paper, the most vital details surface instantly. By prioritizing hierarchy and clarity, we ensure that complex conditions are understood in seconds, exactly when they matter most.

GranPlan Redesign

No dead ends in the flow.

Error states that keep bookings alive

We audited the most common broken links and timeouts, then replaced them with branded recovery screens that explain what happened in plain language. Clear next steps route agents back to search or the active booking, so a dead link never stalls the counter.

UI Transformation