Japan’s first international airline has a rich history and a reputation for defining the essence of traditional Japanese hospitality, they are committed to providing guests with the highest levels of flight safety and supreme quality in every aspect of its service, with a goal of becoming the most preferred airline, not just in Japan but across the world.


Concentrix Catalyst was tasked with significantly improving the client’s app experience, shifting its focus from just booking and purchasing airline tickets to delivering increased, engaging and timely communication with their customers.

Our approach brought together the client’s core system, the latest tech trends, and our deep understanding of experience design to elevate the client customer experience at all touchpoints from ticket reservation through to post-travel.

Japan Airlines: The airline booking experience, reimagined


Concentrix Catalyst used its Experience Definition process to work collaboratively with the client, developing a strategy and specific solutions in response to their business challenge.

Our teams and the client’s business & systems departments worked closely with users to address customer needs and challenges through interviews and field research on customer experiences; from reservation to purchase, airport transfer, boarding, in-flight, return trips, and returning home.

Japan Airlines: The airline booking experience, reimagined

By discovering and extracting insights, we pinpointed where the app could deliver the most value to the user experience. We reimagined user verification, while further feasibility studies helped us improve which areas would be most valuable to focus on, allowing us to deliver a justified, prioritized roadmap of functions from a business perspective.

Finally, we improved usability by carrying out user testing, ensuring that the information design, wireframes, and interaction designs that we created fully met both business and user needs.

Learn more about our work in the transportation and logistics industry.