Summary
Virgin America undertook a major website redesign with the goal of streamlining the process of booking plane tickets through mobile devices and transforming it into an appealing experience. To do this, Virgin America updated its technical infrastructure, committed senior staff resources, partnered with digital agency Work & Co, brought the brand into better alignment across channels, and created a customer-centered experience that introduces fun to the staid world of online ticket purchases. By going beyond surface-level changes and reaching its goal through disciplined simplification, Virgin America provides a model for other customer experience professionals to follow.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).