What innovative features could United Airlines add to its mobile app to streamline the check-in process?

Introduction

To streamline United Airlines' mobile app check-in process, we need to identify innovative features that enhance user experience and operational efficiency. I'll analyze key user segments, pain points, and potential solutions to create a more seamless check-in flow. Let's begin by clarifying some crucial aspects of the current situation.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking about the app's current adoption rate. Could you share what percentage of United's passengers currently use the mobile app for check-in?

Why it matters: This helps determine if we should focus on increasing adoption or improving the experience for existing users. Expected answer: About 60% of passengers use the mobile app for check-in. Impact on approach: If lower, we'd prioritize features to drive adoption; if higher, we'd focus on optimizing the existing flow.

• Considering user behavior, I'm curious about the most common pain points in the current check-in process. What are the top 3 customer complaints or issues reported regarding mobile check-in?

Why it matters: Identifies key areas for improvement and helps prioritize feature development. Expected answer: Long process time, difficulty adding extras, and issues with boarding pass access. Impact on approach: Would guide our focus on specific areas of the check-in flow to optimize.

• Thinking about external factors, I'm wondering about the competitive landscape. How does United's mobile check-in process currently compare to major competitors like Delta or American Airlines?

Why it matters: Helps identify areas where United can differentiate or catch up to industry standards. Expected answer: United is on par with basic features but lacks some advanced options offered by competitors. Impact on approach: Would influence whether we focus on matching competitor features or innovating in new areas.

• Considering company alignment, I'd like to understand the broader objectives. What are United's key business goals for the mobile app in the next 12-18 months?

Why it matters: Ensures our proposed solutions align with overall company strategy. Expected answer: Increase mobile check-in usage by 20%, reduce customer service calls by 15%, and improve NPS scores. Impact on approach: Would guide our feature prioritization to support these specific business objectives.