The AirSerbia mobile app redesign aimed to transform the flight booking experience for Serbia's national carrier. The project focused on creating an intuitive, modern interface that simplified the complex process of booking flights while providing comprehensive passenger journey management.
Working closely with AirSerbia's digital team, I led the design efforts to create a mobile-first experience that would increase conversions and improve customer satisfaction across all touchpoints.
The existing AirSerbia mobile app suffered from poor usability, with users struggling to complete bookings and manage their trips. The booking flow was convoluted, requiring too many steps and providing unclear information about flight options, pricing, and baggage policies.
Customer feedback revealed frustration with the inability to easily check-in, access boarding passes, or manage bookings on mobile devices. The app's outdated design and technical limitations resulted in high abandonment rates and low customer satisfaction scores.
I began with comprehensive user research, analyzing booking patterns, conducting user interviews, and mapping the complete passenger journey from search to post-flight. Heat maps and analytics revealed critical pain points in the booking funnel where users were dropping off.
The design solution prioritized clarity and efficiency, streamlining the booking process to just three core steps while providing all necessary information upfront. I created a modular design system that could scale across different flight types and service classes.
The redesigned app features an intelligent search interface that learns from user preferences, a simplified booking flow with transparent pricing, and a comprehensive trip management dashboard. Smart notifications keep passengers informed about flight status, gate changes, and boarding times.
The new interface includes mobile check-in, digital boarding passes, seat selection visualization, and real-time baggage tracking. A loyalty program integration rewards frequent flyers and provides personalized offers based on travel patterns.