NetJets

Owner Portal Redesign

Overview

I was part of the team that focused on the re-design of the NetJets Owner Portal and its features that support the transformation of the digital experience.

Team

UX Designer, Researcher, Product Strategist, Project Manager, Experience Director, Copywriter, Developer

Strategies

UX/UI Design, Prototyping, Research

Timeline

12 months

Tools

Figma

The Problem

Most Owners don’t feel confident about making a reservation digitally because they feel like the workflow for creating reservations is dated. They feel that making a reservation digitally is time consuming and difficult. Owners prefer calling to make reservations which puts more work on the Owner Services team.

Project Goals

Increase desired satisfaction score for Owner Portal and Mobile App by 90%
Reduce the number of calls to Next Day Teams by 20%.
Reduce the number of calls to Current Day Teams by 30%.
Reduce the number of reservations requiring manual Owner Service interventions by 85%.
Improve efficiency of overall Reservation process

Discovery

NetJets is developing a premier, industry-leading digital experience to help our Owners and their ecosystem of users self-service the reservation process and manage their profiles in ways that are personalized to them, with undeniable ease.

Booking Agents’ Frustrations

Owners’ Frustrations

Discovery

Flights + Passengers + Review

Ground + Catering

Usability Testing

Most users were not did not understand the difference between available hours vs projected hours.
Users were confused on the differences between button “Add Passenger” vs “Add Profile” in the passenger section.
Users were able to add catering to their flights.