Design Director, Prophet

United brought together key functions throughout the company to re-define the end-to-end customer experience and develop its own, unique “service philosophy.” United was intent on becoming: “A service company committed to delivering travel experiences that make customers feel respected, relaxed, and rewarded.”

Prophet developed a cutting-edge segmentation to help United identify two critical target segments that provided clear financial opportunity. Through extensive analysis of the Check-In, Gate and Boarding process, we were able to identify customer objectives and key touchpoints that differentiated the two segments.

After we identified several signature touchpoints, United piloted an improved on-board experience, premium check-in area and boarding process in major airports with positive results.