{"id":18205,"date":"2020-10-14T15:31:40","date_gmt":"2020-10-14T15:31:40","guid":{"rendered":"https:\/\/www.borngroup.com\/?page_id=18205"},"modified":"2022-02-04T12:44:39","modified_gmt":"2022-02-04T17:44:39","slug":"british-airways","status":"publish","type":"page","link":"https:\/\/www.borngroup.com\/work\/british-airways\/","title":{"rendered":"British Airways"},"content":{"rendered":"\n\n\n    \n\n\n  \n  <section class=\"cs-2-hero cs-2-hero--light\">\n    <div class=\"cs-2-hero-main\">\n            <img decoding=\"async\" class=\"cs-2-hero-bg\" src=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/british_airways_hero_overlay-1440x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/british_airways_hero_overlay.jpg\" alt=\"\">\n      \n            <div class=\"cs-2-hero-main-client-desktop\">\n        <p class=\"label-heading\">Client<\/p>\n        <h1>British Airways<\/h1>\n      <\/div>\n    <\/div>\n\n    <div class=\"cs-2-hero-content container\">\n      <div class=\"cs-2-hero-details grid\">\n        <div class=\"cs-2-hero-section cs-2-hero-main-client-mobile\">\n          <p class=\"label-heading\">Client<\/p>\n          <h1>British Airways<\/h1>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Project<\/h5>\n          <p>Redefining Air Travel Experience<\/p>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Industry<\/h5>\n                      <p>Aerospace<\/p>\n                      <p>B2C<\/p>\n                  <\/div>\n        <div class=\"cs-2-hero-section cs-2-hero-section--services\">\n          <h5>Services<\/h5>\n                      <p>Customer Experience (Cx)<\/p>\n                  <\/div>\n\n        <img decoding=\"async\" class=\"cs-2-hero-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/British_Airways_White-2.svg\" alt=\"\">\n      <\/div>\n\n      <img decoding=\"async\" class=\"cs-2-hero-screenshot-desktop\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_img1-1-1280x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_img1-1.jpg\" alt=\"\">\n    <\/div>\n  <\/section>\n\n<style type=\"text\/css\">\n .label-heading{\n  font-size: 13px;\n    font-weight: 700;\n    line-height: 1.34;\n    text-transform: uppercase;\n    letter-spacing: 0.02em;\n }\n<\/style>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Background<\/h2>\n    British Airways is the flagship airline of the United Kingdom, based out of London, England. They&#8217;re a full-service airline with a global network of airports running year-around. \n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Brief <\/h3>\n    BORN Group&#8217;s sister company, BIO Agency, was tasked to improve BA&#8217;s Net Promoter Scores (a client&#8217;s willingness to recommend their product) and protect their market share. \n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Summary <\/h3>\n    Our goal was to reimagine how passengers interact with British Airways and ultimately improve their overall experience with the reimagination of the brand&#8217;s mobile app and digital presence. \n  <\/div>\n<\/section>\n\n\n\n\n\n\n<section class=\"video-section video-section--autoplay  loop\">\n  <video class=\"video\" preload=\"auto\" playsinline  muted autoplay preload playsinline loop  >\n     <source src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/BA_edit_04.mp4\" type=\"video\/mp4\">\n  <\/video>\n  \n  <\/section>\n\n\n\n\n<section class=\"cs-point cs-point--fullscreen cs-point--dark container\">\n  <div class=\"cs-point-content\">\n    <h2 class=\"h5 cs-point-title\">Challenge<\/h2>\n    The solution needed to exist as a source of truth for travelers looking to contact British Airways, make adjustments to existing reservations, and more. It was critical that we understood each and every use case to meet travelers at every touchpoint of their journey.\n  <\/div>\n<\/section>\n\n\n\n<section class=\"cs-showcase container\">\n  <div class=\"cs-showcase-content\">\n    <h2 class=\"h5 cs-showcase-title\">Strategic Transformation <\/h2>\n    We carried out extensive customer research and reimagined BA&#8217;s service model to identify pain points and make necessary changes and streamline through digitization. \n  <\/div>\n  <div class=\"cs-showcase-screenshots-holder\">\n    <div class=\"cs-showcase-thing\">\n      <div class=\"cs-showcase-screenshots\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_1-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_1.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_2-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_2.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_3-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_3.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_4-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_4.jpg\"\n               alt=\"\">\n              <\/div>\n      <div class=\"cs-showcase-screenshots\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_5-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_5.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_6-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_6.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_7-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_7.jpg\"\n               alt=\"\">\n                  <img decoding=\"async\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_8-458x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/10\/british_airways_8.jpg\"\n               alt=\"\">\n              <\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Solutions<\/h2>\n    We were able to reimagine the travel experience with an intuitive digital solution that would make interactions easier and ultimately, increase customer retention. \n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Outcome<\/h3>\n    After interviewing over 200 customers, we were able to pinpoint customer needs and wants, to create an app that would carry British Airways into the future. The app includes timeline features for the customer&#8217;s flight plan, real-time travel information, personalized wayfinding, and digital boarding passes. \r\n\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Long-Term Value<\/h3>\n    With this project, British Airways perpetuated their motto of &#8216;To Fly, To Serve,&#8217; with a digital solution that would support and empower their customers. \n  <\/div>\n<\/section>\n\n\n\n\n\n\n<section class=\"banner       banner--has-overlay  \">\n      <div  aria-hidden=\"true\" class=\"banner-background lax\" style=\"background-image: url('https:\/\/static.borngroup.com\/uploads\/2020\/09\/changi_cover-1.jpg')\"><\/div>\n  \n  \n  <a href=https:\/\/www.borngroup.com\/work\/ishopchangi\/ class=\"banner-content-holder\"  >\n    <div  class=\"banner-content container lax\">\n      <header class=\"banner-header lax\" >\n                  <div class=\"u-text-small-caps\">Next Case Study &#8211; Changi Airport Group<\/div>\n                          <img decoding=\"async\" class=\"banner-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/Changi_logo_white.svg\" alt=\"\">\n              <\/header>\n\n      <div class=\"banner-copy lax\"\n              >\n        <div>\n                      <h2 class=\"banner-title\">Enabling World-Class Omnichannel Experiences<\/h2>\n          \n          \n                      <div class=\"banner-tagline banner-tagline--half-width\">\n              <p class=\"\">CAG sought to implement a next-generation online &#038; omnichannel shopping experience to provide flexibility and scalability.<\/p>\n            <\/div>\n          \n          \n                  <\/div>\n\n              <\/div>\n    <\/div>\n  <\/a>\n<\/section>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":595,"menu_order":522,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"service":[12],"industry":[71,75],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/18205"}],"collection":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/comments?post=18205"}],"version-history":[{"count":44,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/18205\/revisions"}],"predecessor-version":[{"id":24368,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/18205\/revisions\/24368"}],"up":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/595"}],"wp:attachment":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/media?parent=18205"}],"wp:term":[{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/service?post=18205"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/industry?post=18205"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}