Reimagining Check-in
Through Native Mobile UX
Reimagining Check-in
Through Native Mobile UX
Reimagining Check-in
Through Native Mobile UX
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Problem
Statement
Problem
Statement
Problem Statement
Transforming a fragmented check-in journey into a fast, native in-app experience.
Transforming a fragmented check-in journey into a fast, native in-app experience.
Air India's check-in experience is a critical part of the passenger journey. As part of the airline's broader digital transformation, we redesigned check-in as a native mobile experience and introduced a faster Quick Check-in path for eligible customers.
The goal was simple:
Reduce friction between “I’m ready to travel” and “I’m checked in.”
The redesign focused on reducing unnecessary effort, improving consistency with the rest of the Air India app, and creating a scalable foundation for future self-service experiences.
Air India's check-in experience is a critical part of the passenger journey. As part of the airline's broader digital transformation, we redesigned check-in as a native mobile experience and introduced a faster Quick Check-in path for eligible customers.
The goal was simple:
Reduce friction between “I’m ready to travel” and “I’m checked in.”
The redesign focused on reducing unnecessary effort, improving consistency with the rest of the Air India app, and creating a scalable foundation for future self-service experiences.
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What was Broken?
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What was Broken?
Check-in was a critical journey, but it wasn't designed like a
native mobile experience.
Check-in was a critical journey, but it wasn't designed like a
native mobile experience.
Experience Not Built for
Frequent Travelers
The existing check-in journey created unnecessary friction for customers trying to complete a time-sensitive task.
The opportunity was not simply to redesign individual screens.
Passengers needed to retrieve their booking, review passenger information, navigate multiple steps, make seat-related decisions, complete check-in, and access their boarding pass.
It was to rethink the journey around a fundamental question:
How might we make check-in feel like a fast, intuitive part of the Air India app rather than a separate process customers have to work through?
This work aligned with Air India's wider Vihaan.AI transformation, which made digital modernization and customer experience core parts of the airline's transformation agenda.
The existing check-in journey created unnecessary friction for customers trying to complete a time-sensitive task.
The opportunity was not simply to redesign individual screens.
Passengers needed to retrieve their booking, review passenger information, navigate multiple steps, make seat-related decisions, complete check-in, and access their boarding pass.
It was to rethink the journey around a fundamental question:
How might we make check-in feel like a fast, intuitive part of the Air India app rather than a separate process customers have to work through?
This work aligned with Air India's wider Vihaan.AI transformation, which made digital modernization and customer experience core parts of the airline's transformation agenda.
The existing check-in journey created unnecessary friction for customers trying to complete a time-sensitive task.
The opportunity was not simply to redesign individual screens.
Passengers needed to retrieve their booking, review passenger information, navigate multiple steps, make seat-related decisions, complete check-in, and access their boarding pass.
It was to rethink the journey around a fundamental question:
How might we make check-in feel like a fast, intuitive part of the Air India app rather than a separate process customers have to work through?
This work aligned with Air India's wider Vihaan.AI transformation, which made digital modernization and customer experience core parts of the airline's transformation agenda.
The check-in flow did not feel fully integrated with the rest of the mobile product.
The check-in flow did not feel fully integrated with the rest of the mobile product.
Customers had to provide, review, or navigate information that could potentially be surfaced more intelligently.
Customers had to provide, review, or navigate information that could potentially be surfaced more intelligently.
A relatively simple goal—checking in for a flight—could require moving through multiple screens and decisions.
A relatively simple goal—checking in for a flight—could require moving through multiple screens and decisions.
The journey needed stronger alignment with the evolving visual and interaction language of the Air India app.
The journey needed stronger alignment with the evolving visual and interaction language of the Air India app.
Customers who were eligible for a straightforward check-in did not have an optimized route to complete the task quickly.
Customers who were eligible for a straightforward check-in did not have an optimized route to complete the task quickly.
My Leadership
& Role
My Leadership
& Role
My Leadership & Role
Leading the product experience for native mobile check-in
I led the UX strategy and product experience design for the redesigned mobile check-in journey.
My role focused on transforming check-in from a multi-step workflow into a more intuitive, scalable mobile product experience.
I worked on defining how the journey should function, which decisions customers actually needed to make, and where the product could remove unnecessary work.
Leading the product experience for native mobile check-in
I led the UX strategy and product experience design for the redesigned mobile check-in journey.
My role focused on transforming check-in from a multi-step workflow into a more intuitive, scalable mobile product experience.
I worked on defining how the journey should function, which decisions customers actually needed to make, and where the product could remove unnecessary work.
I owned
I owned
Product experience strategy
Product experience strategy
End-to-end mobile check-in UX
End-to-end mobile check-in UX
Information architecture and interaction design
Information architecture and interaction design
Quick Check-in experience
Quick Check-in experience
Mobile-native UI patterns
Mobile-native UI patterns
Design-system extensions
Design-system extensions
I influenced
I influenced
Product direction and prioritization
Product direction and prioritization
Simplification of the check-in workflow
Simplification of the check-in workflow
Cross-functional alignment between Product, Engineering, Design and Operations
Cross-functional alignment between Product, Engineering, Design and Operations
Experience decisions across the wider mobile ecosystem
Experience decisions across the wider mobile ecosystem
Research
& Discovery
Research
& Discovery
Research & Discovery
Understanding where friction entered the journey
The redesign was informed by product and customer signals, including:
Funnel and behavioral analysis
Customer feedback
NPS and VOC inputs
Session and journey analysis
Competitive benchmarking
Cross-functional workshops
The goal was to understand both the customer problem and the product-system constraints behind the existing experience.
The broader Air India digital transformation also provides important scale context: the rebuilt app has since reached about 28 million downloads and a 4.8-star rating on both iOS and Android, while enhanced check-in functionality has been part of the airline's wider passenger-facing digital modernization.
Understanding where friction entered the journey
The redesign was informed by product and customer signals, including:
Funnel and behavioral analysis
Customer feedback
NPS and VOC inputs
Session and journey analysis
Competitive benchmarking
Cross-functional workshops
The goal was to understand both the customer problem and the product-system constraints behind the existing experience.
The broader Air India digital transformation also provides important scale context: the rebuilt app has since reached about 28 million downloads and a 4.8-star rating on both iOS and Android, while enhanced check-in functionality has been part of the airline's wider passenger-facing digital modernization.
Key Insight
Customers don't want to complete a check-in process. They want to be checked in.
This changed how we approached the experience.
Instead of optimizing every individual screen, we looked for opportunities to reduce or eliminate unnecessary interactions.
The key design question became:
What information and decisions are genuinely necessary—and what can the product handle, remember, or intelligently pre-fill?
This led to two major experience principles:
Make the default path faster
For customers with straightforward journeys, check-in should require as little effort as possible.
Preserve control when complexity exists
Customers should still be able to review, modify, select, and make decisions when required.
Key Insight
Customers don't want to complete a check-in process. They want to be checked in.
This changed how we approached the experience.
Instead of optimizing every individual screen, we looked for opportunities to reduce or eliminate unnecessary interactions.
The key design question became:
What information and decisions are genuinely necessary—and what can the product handle, remember, or intelligently pre-fill?
This led to two major experience principles:
Make the default path faster
For customers with straightforward journeys, check-in should require as little effort as possible.
Preserve control when complexity exists
Customers should still be able to review, modify, select, and make decisions when required.
Key Insight
Frequent travelers don't need another booking journey. They need the product to remember the journey they've already chosen.
Key Insight
Frequent travelers don't need another booking journey. They need the product to remember the journey they've already chosen.
Native mobile check-in experience, designed to help travelers complete their journey quickly through a seamless, personalized flow, intuitive seat selection, and instant access to their boarding pass.
Native mobile check-in experience, designed to help travelers complete their journey quickly through a seamless, personalized flow, intuitive seat selection, and instant access to their boarding pass.
From Multi-Step Workflow to
Quick Check-in
From Multi-Step Workflow to
Quick Check-in
From Multi-Step Workflow to
Quick Check-in
A faster path for eligible customers
One of the key features introduced in the redesigned experience was Quick Check-in.
Rather than making every customer move through the same sequence, eligible users could take a simplified path using information already available in their journey.
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What We Built
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What We Built
Amorecohesivenativecheck-inexperience
Amorecohesivenativecheck-inexperience
Amorecohesivenativecheck-inexperience
The redesigned experience brought together several key moments in the passenger journey.
The redesigned experience brought together several key moments in the passenger journey.
Feature Highlights
Journey Retrieval - Quick access to upcoming trips.
Journey Retrieval - Quick access to upcoming trips.
Journey Review - Easily review passenger and trip details.
Journey Review - Easily review passenger and trip details.
Quick Check-in - Complete check-in with fewer steps.
Quick Check-in - Complete check-in with fewer steps.
Seat Selection - View and select available seats.
Seat Selection - View and select available seats.
Optional Services - Add extras without disrupting check-in.
Optional Services - Add extras without disrupting check-in.
Confirmation & Boarding Pass - Confirm check-in and access the boarding pass
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Business Impact
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Business Impact
EzBookingdeliveredmeasurableimprovementsinloyaltyengagementandconversion.
EzBookingdeliveredmeasurableimprovementsinloyaltyengagementandconversion.
EzBookingdeliveredmeasurableimprovementsinloyaltyengagementandconversion.
✅
Check‑in completion rate +35%
✅
Check‑in completion rate +35%
✅
Check‑in completion rate +35%
📈
Repeat bookings increased 42%
📈
Repeat bookings increased 42%
📈
Repeat bookings increased 42%
💎
CLV increased 2.3×ease
💎
CLV increased 2.3×ease
💎
CLV increased 2.3×ease
💰
₹280 crore annual revenue potential
💰
₹280 crore annual revenue potential
💰
₹280 crore annual revenue potential
📈
NPS improved –8 → +41
📈
NPS improved –8 → +41
📈
NPS improved –8 → +41
💺
Paid seat conversion +125%
💺
Paid seat conversion +125%
💺
Paid seat conversion +125%
Key Learnings
The redesign focused on removing unnecessary steps and decisions, creating faster yet flexible check-in paths, maintaining a consistent native product experience, and establishing reusable patterns that could support future journeys.
This project demonstrates my ability to take a complex, high-frequency customer journey, identify the underlying sources of friction, and transform it into a more intuitive and scalable product experience.
Key Learnings
The redesign focused on removing unnecessary steps and decisions, creating faster yet flexible check-in paths, maintaining a consistent native product experience, and establishing reusable patterns that could support future journeys.
This project demonstrates my ability to take a complex, high-frequency customer journey, identify the underlying sources of friction, and transform it into a more intuitive and scalable product experience.
Key Learnings
The redesign focused on removing unnecessary steps and decisions, creating faster yet flexible check-in paths, maintaining a consistent native product experience, and establishing reusable patterns that could support future journeys.
This project demonstrates my ability to take a complex, high-frequency customer journey, identify the underlying sources of friction, and transform it into a more intuitive and scalable product experience.
Low-Rated App to a
Modern Airline Digital Platform
Low-Rated App to a
Modern Airline Digital Platform
View Casestudy
View Casestudy