A leading airline sought to empower its workforce with tools to streamline operations and improve communication, ultimately enhancing the customer experience. Facing challenges such as flight delays, crew scheduling, and gate assignment updates, the company needed a solution that would enable employees to respond quickly and effectively to their customers. PTR Global partnered with the airline to support the delivery of several custom applications tailored to these needs, driving operational efficiency and customer satisfaction.

The airline’s employees relied on outdated systems that slowed their ability to manage real-time updates, such as flight delays or gate changes. This inefficiency created bottlenecks, leading to frustrated customers and stressed staff. The company required a modern, user-friendly solution that could be deployed quickly without disrupting daily operations. The goal was clear: equip employees with intuitive tools to improve workflows and ensure seamless customer communication.

PTR Global assembled a specialized team to tackle these projects with speed and precision. We staffed the initiative with:

• UX Chief of Staff to align the project with strategic goals and ensure smooth execution.
• UX Project Managers to oversee timelines, resources, and delivery.
• UX Researchers to deeply understand employee workflows and pain points.
• UX Designers to craft intuitive, efficient application interfaces.

Our team conducted rapid discovery sessions, gathering insights from frontline employees to identify key requirements. We then developed the application focused on real-time updates, streamlined task management, and mobile accessibility. Throughout the process, we maintained close collaboration with the airline’s leadership to ensure alignment with their operational and budgetary goals.

The resulting applications transformed how employees managed their daily tasks:

• Real-Time Updates: Employees gained instant access to flight status, gate assignments, and delay notifications, enabling faster decision-making.
• Mobile Accessibility: The tools were optimized for mobile devices, allowing staff to stay informed and act on the go.
• Simplified Workflows: Intuitive designs reduced training time and minimized errors, boosting productivity.

By prioritizing user experience, we ensured the application was not only functional but also easy to adopt across the organization.

The project was delivered on time and within budget, exceeding expectations. Key outcomes included:

• GPT related project, Time Savings: Users reported saving an average of 3.5 hours weekly by quickly retrieving outputs related to communications such as emails, content rewriting, etc.
• Employee Satisfaction: 85% satisfaction rating among employees who use it regularly, citing ease of access to information
• Gen AI for Customer Service Agents, Call Handle Time: 20% reduction in average handle time due
• Agent Satisfaction: 90% of specific agent group surveyed say the AI chatbot makes their day to day tasks smoother, reducing stress and repetitive look ups.

Why PTR Global?

Our ability to rapidly deploy a skilled, cohesive team was critical to this project’s success. By combining deep UX expertise with agile project management, we turned a complex challenge into a competitive advantage for our client. This case study exemplifies how PTR Global delivers custom-tailored solutions that drive efficiency, empower employees, and elevate the end-user experience—all while meeting tight deadlines and budget constraints.