Guest App
Selling more, in the air
To win consumer sales in the air, we solved a complex in-flight use case to deliver an app passengers are excited to use — think Ubereats but in the cabin. We boosted conversion, reduced spoilage, and increased revenue on our test flights.
+52%
Conversion
-22%
Spoilage
+10%
Average Order Value
Senior Product Designer
ROLE
Aug 2023 - Feb 2025
TIMELINE
Figma, Figjam
TOOLS
iOS13+
PLATFORM
Guestlogix
ORGANIZATION
OVERVIEW
Problem: Lost Revenue
Most orders in the global airline food market are through a physical POS system: flagging down a flight attendant, and paid for by physical credit card or even cash — an antiquated experience, and a small sales window.
With our partner airlines, only 7% of passengers made purchases using this traditional point-of-sales (POS) approach.
We connected the dots: inconvenience, combined with a small sales window, resulted in lost revenue.
The Opportunity
What if this had the convenience of an UberEats experience?
The result could be happy passengers, a service differentiator, and a massive revenue opportunity for airlines.
Our product vision: expand this small purchase window to the entire passenger journey with a convenient order-to-your-seat app.
Solution: Order anytime
Through a rapid iterative cycle, we built a fast and elegant storefront app in Swift. I architected a simple and familiar shopping experience that gives passengers full transparency about what they can purchase, if it's in stock, and how much it costs.
Some guiding principles:
Convenience
At its core, this is a tool to get a snack or drink, ASAP. Optimize for conversion and get out of the user's way.
Engagement
Find opportunities to reach the user throughout their journey (think notifications, discounts, upselling, combos, etc.)
Context
Timing, location, geography. i.e. Business class and economy passengers have different needs. Address those and win conversions.
Designed to be seamless
With unreliable connectivity on board the aircraft, I worked closely with engineering to design a connectivity protocol and UI that seamlessly switches between peer-to-peer mesh networking, LAN, and online.
The result: uninterrupted service on board, no matter the conditions.
MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL —
MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL — MESH NETWORK — LAN — 5G CELL —
Low Friction Payment
With online payment options, passengers can now skip the entire physical payment process — making transactions smoother and easier.
Tipping
Not just an untapped revenue generator, but an incentive for flight attendants to promote the guest app — a positive feedback loop.
Order Receipts
Uncertainty down, confidence up.
Real results — on real flights
Across six test flights with the airline, we validated the guest-to-crew system in real-world conditions. Through in-flight simulations, live observations, and hands-on crew usage, we measured both business impact and user satisfaction — capturing results from both passenger and crew perspectives.
It's like Uber Eats in the air. If I'd known about it earlier, I wouldn't have bought food in the airport.
PASSENGER
I don’t need to ask them to take off headphones — just deliver and tap.
PASSENGER
Impact
+52%
Conversion
-22%
Spoilage
+10%
Average Order Value
CONCLUSION
Subtitle
Link
Link
Link
Subtitle
Link
Link
Link
Subtitle
Link
Link
Link