Streamlining the Cebu Pacific App’s Check-In
Cebu Pacific is Asia’s first low-cost airline based in the Phillippines. Founded in 1988, the airline offers scheduled domestic and international flights within and outside the Philippines.
I redesigned a more robust and intuitive Check-In Flow based on feedback from 3 rounds of Usability Testing from Utah travelers. This redesign aimed to improve Cebu Pacific’s low app ratings on the App Store and Google Play Store.
Project Specs
Roles:
Solo UX/UI Designer, UX Researcher
Timeline:
April 2024 - July 2024
Tools:
Figjam, Figma, UXTweak, ChatGPT
Tasks:
User Research, Usability Testing, Wireframing, Prototyping, Design Iteration
The Problem
Low App Ratings
The app has a 1.5 star rating on the App Store and 3.3 star rating on Google Play.
A vast majority of app reviewers were having difficulty checking into their flights through the app due to the app redirecting passengers to the Cebu Pacific webapp.
If Cebu Pacific improves their in-app check-in feature, the app will have an average 4.0 star rating in both the App Store and Google Play.
The Solution
Keep the App Check-In Flow in the App
Due to not having access to the whole Check-In flow, I based the in-app Check-In on Cebu Pacific’s competitors: AirAsia Philippines and Philippines Airlines. This flow consists of the following steps:
Inputting booked flight info
Viewing booked flight information, adding extras
Filling in emergency contact info
Agreeing to Dangerous Goods Policy
Viewing and/or downloading boarding passes
The Final Prototype
Positive Outcomes
✅ 100% User Task Success Rate of New Check-In Flow After 2 Rounds of Usability Testing
✅ More Consistent and Updated Visual Standardization of App UI