Challenge:
When the time arrives, most of the users called Despegar to make their web check-in, causing great operation costs and poor user experience. At the same time, web check-in was only available on the airline's sites so Despegar had little or no control over that experience.

Our challenge was to reduce incoming calls and improve web check-in visits.

Observe and Define:
The first step was to understand the current situation. We analyzed phone calls and WhatsApp messages received, finding patterns, and common call motivators.

We sent an online survey to gather qualitative data about why users made web check-in.

Ideate and Prototype:
After the first research results, we ideate the first version of an email to notify users when the check-in was available, trying to anticipate the user's need for information.

Once the prototype was ready we conduct a round of usability tests in order to measure the mail's performance and understand what users understood.

Iterate:
We iterate the email and designed a new page on Despegar's site that gives contextual real-time information about your flight with the pieces of information users are looking for.