Case Study: LATAM Airlines achieves smoother travel journeys with Optimal Workshop

LATAM Airlines improves self-service and disruption support with Optimal Workshop

LATAM Airlines, a Chilean multinational airline, faced challenges in creating intuitive digital experiences for its diverse passenger base and in optimizing its internal knowledge management systems for employees. To address these issues, the airline turned to Optimal Workshop, utilizing its tools including Tree Testing, Card Sorting, and Surveys to gain user insights.

Optimal Workshop's solution enabled LATAM to reorganize its internal research hub, optimize its customer help center, and restructure its loyalty program navigation based on passenger mental models. The results included making critical insights more accessible to employees, reducing support call volume, increasing loyalty program engagement, and improving passenger satisfaction during travel disruptions. This strategic use of Optimal Workshop's platform enhanced both operational efficiency and the customer experience.

LATAM Airlines