SAS/ Digital 360°

Overview

In October 2014, I was an Interaction Designer in the Digital Experience team at SAS. At that point we started working on the Digital 360° Program for SAS after months of preparation and discussions.The Digital 360° Program aimed at transforming the digital face of SAS throughout all the digital channels, creating an omni-channel, immersive, personalised user experience.

A few of the key points in the digital strategy were to

• enable all customers to buy through a one stop shop for products and services,
• provide intelligent personalization based on the user, the trip and contextual facts,
• offer a simple SAS booking and payment solution, everywhere, so that anyone can be a travel agent and
• ensure high performance and high quality service, that is seamless across all touchpoints.

This project in keywords:

Concept development, User requirements analysis, Business requirements analysis, Information architecture, Wireframing, Storyboarding, Paper prototyping, E-commerce, M-commerce

What I did:

• I was responsible for the Customer stream, including signup / sign in, engagement, profile structure and profile merging, relationships between accounts and profiles.
• Created the concept for building a different account architecture where one user may have different profiles and roles and different engagement with SAS products and Loyalty programs.
• Conceptualised the new architecture while keeping in mind how we would accommodate the transit of the existing users to the new scheme.
• Collected business requirements for the new development regarding the Corporate products and customers (corporate travellers, travel managers, travel agents, company ) profiles and management tools.
• Defined a new model for signing up for a corporate contract with SAS.