Pegasus Airlines is an Istanbul-based low-cost carrier. Between 2015 and 2017, I worked on a number of new features and design improvements on their mobile app.

 

Workshop Facilitation

Having 4+ millions of users on their mobile app, Pegasus Airlines collects customer data from a myriad of sources. In order to make sense of the relevant data and understand Pegasus’ point of view for the design task, we sometimes conducted workshops.  For example, when designing the feature “My Trips,” I facilitated a one-day workshop with clients. I asked them to come up with user stories ahead of time, which I then placed on a journey map prior to the workshop. In the workshop, we discussed about the possible points of improvement with references to common pain points. This helped the team align on problems and goals.

Ideation, Prototyping, and Testing

The usual design process was comprised of quick iterations of ideation, prototyping, and testing. These were relatively lo-fi prototypes using sketches and wireframes. Once I laid out some concepts, we did critique sessions with the design team and conducted user tests. We composed test scenarios and selected participants based on the user data (such as Hotjar recordings and funnel metrics) provided by product managers. The data helped us form hypotheses and research questions about potentially problematic areas and how we could improve them. The deliverables were usually prototypes and wireframe documents using existing visual language of the app. Below are wireframes and flowcharts for three features I designed for Pegasus mobile app.

Cross-Disciplinary Collaboration

The team was composed of iOS and Android developers, back-end developers, a business analyst, a test engineer, and a visual designer. I worked with the business analyst to create the general interaction flows, and then laid out the details of the experience myself. The visual designer, Didem Aybaş, then turned the wireframes and prototypes into screens and components. Below are some of these finalized screens.

Outcomes

As of May 2018, the app is rated 4.0 in Google Playstore and 4.6 in Appstore. Often praised for its clarity of use in store reviews, it was placed on AppStore’s featured apps in March 2018. It was also shortlisted in Altin Orumcek Web Awards in late 2017.