What features could Ryan add to its mobile app to make booking flights more convenient for frequent flyers?

Introduction

To improve Ryan's mobile app for frequent flyers, we need to focus on streamlining the booking process and enhancing the overall user experience. I'll analyze the current situation, identify key pain points, and propose innovative solutions that align with Ryan's business goals and user needs.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Ryan might be facing increased competition in the low-cost carrier market. Could you share insights on Ryan's current market position and primary competitors?

Why it matters: Determines if we focus on differentiation or cost-efficiency Expected answer: Ryan is a leading low-cost carrier with growing competition from other budget airlines Impact on approach: Would emphasize unique features that maintain cost-effectiveness while improving user experience

• Considering user behavior, I'm curious about the typical booking patterns of frequent flyers. What percentage of Ryan's frequent flyers book through the mobile app versus other channels, and how often do they typically fly?

Why it matters: Helps prioritize mobile-specific features and understand user engagement levels Expected answer: 60% of frequent flyers use the mobile app, flying 2-3 times per month on average Impact on approach: Would focus on mobile-first features and loyalty-enhancing capabilities

• Regarding product lifecycle, I'm wondering about the app's current state and recent performance. Can you share information on the app's user base growth, retention rates, and any recent major updates?

Why it matters: Identifies whether to focus on acquisition, retention, or feature expansion Expected answer: Steady growth but declining retention rates, with the last major update 6 months ago Impact on approach: Would prioritize retention-boosting features and regular engagement opportunities

• Considering company alignment, I'm interested in understanding Ryan's key business objectives for the next year. What are the primary goals driving this improvement initiative?

Why it matters: Ensures proposed solutions align with overall company strategy Expected answer: Increase mobile bookings by 25%, improve customer satisfaction scores by 15% Impact on approach: Would focus on conversion-optimizing features and satisfaction-enhancing elements