Case Study: Air Canada improves loyalty platform usability and engagement with Appnovation

Air Canada resolves 47 usability issues in 4 days with Appnovation

Air Canada faced a challenge with its loyalty platform, which was difficult to navigate for over 5 million members. The airline partnered with Appnovation to rebuild the platform, requiring a solution that would deliver an engaging digital experience and ensure successful staff onboarding and adoption.

Appnovation developed a comprehensive test script to guide user testing sessions and conducted stakeholder interviews. This approach uncovered usability issues and improved the onboarding process for call center agents. As a result, Appnovation helped resolve 47 key usability issues within four days, significantly increasing software adoption and enabling Air Canada to offer a more user-friendly platform and enhanced brand experience.

Air Canada