Student exercise at General Assembly User Experience Design Bootcamp (October 2016)
Teacher: Amara Hulslander, Amazon.com
Users: Frequent travelers
Persona: “Frequent but harried traveler”
Travels 6-12 times per year divided between business and personal reasons 25-35 years old
Lives in or near city
Has had bad customer service interaction(s)
May have rewards program through work
Lacks time – expects to find information fast
Wants to control own schedule
Problem statement: Regular traveler needs a way to interact with customer service with minimal frustration because s/he is currently avoiding customer service interaction.
Assumption: Lack of communication prevents Regular Traveler from becoming a loyal, repeat airline customer.