Vivaaerobus
Creating a unified travel ecosystem across web, mobile, loyalty, and airport kiosks
Role
Sr. Product Designer - UX UI
Industry
Airline
Platform
Web + Mobile + Kiosk
Impact
Optimized airport self-service
Reframing the Problem
Travelers experienced one journey.
A traveler might search flights on desktop, purchase through mobile, manage loyalty benefits online, and check in at an airport kiosk.
From the user's perspective, these are not separate products.
Users were constantly forced to relearn the product depending on where they interacted with it. The challenge wasn't redesigning individual interfaces.
The challenge was creating continuity across an entire ecosystem.
01
Touchpoints felt disconnected
Web, mobile, and kiosk experiences evolved independently, creating inconsistent expectations.
02
Loyalty existed outside the journey
Rewards and benefits felt like a separate product rather than a natural part of travel planning.
03
Physical environments
Airport kiosks operated under completely different conditions than digital products.
Time pressure, distractions, and environmental stress changed user behavior.
The turning point
We weren't designing travel products. We were designing a connected ecosystem.
Users viewed the ecosystem as a single product regardless of device.
Users completed travel tasks 30% faster when interaction remained consistent across touchpoints.
Airport environments introduced unique behavioral and time-sensitive constraints.
Travelers expected continuity across web, mobile, loyalty, and kiosk experiences.
The touchpoint "The opportunity wasn't improving individual touchpoints. It was designing the system that connected them."
Understanding the users
Became the foundation for every design decision that followed.
Sofía
Frequent Traveler
Flies regularly and actively uses loyalty benefits. Needs fast access to rewards, bookings, and account management across every touchpoint.
Carlos
Occasional Traveler
Travels a few times per year and values simple, guided experiences. Needs clear booking flows and confidence throughout the journey.
Diego
Power User
Experienced traveler who prioritizes speed and efficiency. Needs predictable interactions and the ability to complete tasks with minimal friction across devices.
→ How might we create continuity across devices and environments?
→ How might we design for both digital and physical touchpoints?
→ How might we adapt experiences without sacrificing familiarity?
→ How might we simplify loyalty interactions across channels?
Logic across the ecosystem
Users struggled when interaction patterns changed between platforms. Rather than creating independent solutions, I established a common interaction language across web, mobile, and kiosks.
Loyalty into the travel journey
Rewards previously felt disconnected from booking and travel management workflows. I redesigned loyalty interactions to appear naturally throughout the experience.
Adapt without duplicating
Consistency did not mean creating identical experiences.
Each platform was optimized for its environment while preserving familiar behaviors and mental models.
Design specifically for sirport
Users are often distracted, rushed, and under pressure. Interactions were simplified to support high-speed task completion within physical environments
