Content Design and UX Writing project for a large-scale digital product, focused on information architecture, content strategy, and customer self-service.
→ Developed for Web and Mobile between March and June 2024.
This was the first Travel History feature made available to GOL customers through the company's digital channels.
Before this project, GOL customers could not access information about completed trips through digital channels. Whenever they needed to review details of a previous flight or request a boarding certificate, they had to contact Customer Support or visit an airport service desk.
This limitation affected both the customer experience and the company's operations, making post-travel requests one of the leading reasons customers contacted the post-sales support team.
The challenge was to create a self-service experience that would give customers greater autonomy while reducing their dependence on human support.
During the discovery phase, we also identified an opportunity to transform Travel History into a customer loyalty touchpoint by incorporating gamification and personalization concepts. Although technical constraints prevented this feature from being implemented, it became part of the product's long-term vision.
Design a new self-service experience that would allow customers to:
The solution brought together information such as: