GOL

Travel History & Proof of Travel Self-Service Experience

UX Writing project for a large-scale digital product involving complex business rules, fares, and ancillary services.

Developed for Web and Mobile between March 2024 and June 2024.

Context

This project focused on a flow that allows customers to access their travel history with GOL for trips completed within the previous 12 months.

The experience is available through the logged-in customer profile under "My Trips." Previously, this section displayed only upcoming flights. The new travel history feature was created to give customers greater autonomy by allowing them to review past trips, access travel details, and request official travel documentation when needed.

Initially, we explored a gamification strategy to encourage customer loyalty and increase engagement with the brand. However, technical limitations prevented this solution from being implemented.

As a result, we designed a simplified experience that provided access to:

• Flight date and time
• Booking reference (PNR)
• Ancillary purchases, such as seat selection and extra baggage
• Purchased fare type
• Flight type (direct, connecting, etc.)
• Departure and arrival airports
• A shortcut to purchase a similar itinerary again, creating both convenience for customers and additional revenue opportunities for the business

Problem #2: Requesting a Proof of Travel

Before this project, customers had to contact the call center to request a Proof of Travel (Flight Confirmation Certificate). Alternatively, they could request it at the airport after completing their trip.