Ryanair is an Irish budget airline that was founded in 1984 and is one of the largest airlines in Europe. I was hired to be the sole UX designer on the native iOS & Android app as well as supporting the apps of Ryanair's sister airlines & internal operations apps.

I joined the app team which consists of a Product Owner, Business Analyst and a UI Designer. We would receive objectives from the business in relation to conversion, which would then be discussed between myself and the Product Owner. Our aim was to hit these targets while also trying to improve the experience of the app as a whole.

While at Ryanair I have worked on numerous different projects which have helped to improve conversion and hopefully the experience of the user. Although we are very good at tracking the uplifts in conversion there isn’t a simple metric to measure how successful we have been in improving the experience as a whole. We try to use the App store ratings however these are often filled with 1 star reviews based off of people's experience with the company as a whole and not the app specifically.

For the purpose of this portfolio I will briefly discuss a project which I undertook to look at the user’s experience of the app after they have purchased a flight. This was a week-long design sprint where the outputs were shared with Ryanair’s CMO as a long term startegy/vision.

We began the design sprint by mapping the journey of people who fly with Ryanair, this helped us to identify their pains points as well as putting us in the correct frame of mind. Next we mapped the products we sell to this journey so as to identify the most relevant time to push them. Once we completed that exercise we were able to see which of our products would be helpful to the user as well as what information would be beneficial.

Using this map we were able to suggest products which would suit the user at the time they need it most as well as providing the correct information to help the user at the right time. There was a particular focus on leveraging the capabilities of the app that could not be replicated on mobile web. As well as hoping to help the user be more informed, we hoped to sell products better as well as aiming to help reduce calls to operations.

While designing this solution I created a reusable component which would allow us to sell different products while using different behavioural economic selling techniques. This template was designed so that we could keep the size of the application low while still having a variety of selling patterns.

This template also allowed users to provide feedback on what they felt was most useful for them. This feedback loop would allow us to learn from the user and move towards a more customised offering.

As this project has yet to be developed I do not have permission to discuss our full solution or to share our the finished UI. However I have some images from the design sprint and early wires which I can share.