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Nokia Device Mobile Phone Cityscape

bmi Airlines | Aviation

Seamless end-to-end customer experience

bmi, London Heathrow’s second-largest airline, partnered with Prospect to create a comprehensive customer experience built around the new positioning and service offer.

The goals were ambitious: increase bookings and market share and provide a seamless end-to-end customer experience.

We developed a digital strategy across the entire service, resulting in a new responsive site & booking experience, a new mobile app, check-in kiosks, customer journey films and online guidelines.

The new experience became the competitive driver in a market increasingly defined by pricing:
+ 20% web bookings
+ 22% mobile bookings
2 awards

Digital Strategy
Product Design
Video filming & production
E-commerce marketing
Digital guidelines
Digital Brand Guardians

Image: Jerry Zhang (Unsplash)

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