TAM Airlines (today LATAM Airlines) was a leader in the Brazilian market and carried 37.7 million paying passengers in 2011. A year before, TAM became a full member of the Star Alliance network, the world's largest airline alliance formed by 25 of the world's leading carriers.

Due to the integration with the Star Alliance network, TAM’s selling platforms changed radically, impacting directly many websites. The most affected area was the e-commerce, used by customers to buying airline tickets. TAM decide to redesign the most relevant areas of the e-commerce to tackle severe usability issues.

Our consultancy was hired responsible for:

 1)  Interviewing stakeholders and identifying known issues;

 2)  Ideating and Prototyping a new interface;

 3)  Interviewing customers and evaluating the proposed solution;

 4)  Presenting research results to stakeholders and define final approach;

 5)  Delivering wireframes and mockups detailing user flows and essential functionalities;

Guided by our user research, TAM Airlines was able to improve several elements on their website such as the main menu, the flight search, the shopping-cart forms, and the reward program access. Our expertise was fundamental to help them to improve the website user experience.

Follow is the homepage created by TAM Airlines based on our wireframes.