August Eriksen
My name is August Korbøl Eriksen. I´m a Norwegian designer based in Oslo. I have a MA in Design from The Oslo School of Architecture and Design. I´m currently working as a UX Designer at Forte Digital.
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My name is August Korbøl Eriksen. I´m a Norwegian designer based in Oslo. I have a MA in Design from The Oslo School of Architecture and Design. I´m currently working as a UX Designer at Forte Digital.
See more info
UX/UI Design
Norwegian is a low-cost airline that every Norwegian is familiar with. Norwegian is also a major player in the Nordic region and operates in the largest countries in Europe.
During my 2.5 years as a consultant at Norwegian, I worked on improving and developing the customer journey across both physical and digital services. I systematically worked on several customer touchpoints to ensure a holistic and consistent user experience that provides value to both the customer and Norwegian.
I have worked on everything from the website and app, where the majority of customers complete their bookings, to the customers' experience at the airport, including check-in stations, boarding passes, and bag tags. I have chosen to highlight three projects in my portfolio that demonstrate the variety of work I have done.
Self Service Check-in
Tools: Figma, Procreate, After Effects & Illustrator
Timeline: 6 months
Challenge:
Norwegian wanted to find ways to make the steps at the kiosks more efficient and easier for customers to understand. They also wanted to explore whether there was a market for selling additional products through the kiosks.
The design process began with interviewing the staff at the information desk at Gardermoen Airport. They shared the most common questions they received from travelers related to check-in. Many travelers found the check-in process to be lengthy and confusing. The language used was unclear, and at certain steps, travelers didn’t understand what to do. Sometimes, travelers even forgot to take the boarding pass that was printed out.
The staff also mentioned that travelers often ask for an extra baggage allowance or wish they had purchased FastTrack access when faced with long lines. If a group is checking in together, they might want to upgrade their tickets to sit together. In these scenarios, it could be beneficial for travelers to add these products at the kiosk.
I included the new products in the design and tested it with travelers at Gardermoen using a prototype on an iPad. I found that many travelers were irritated by being confronted with upsell advertisements during check-in. Therefore, I added a step where travelers could choose whether they wanted to simply check in and/or add extra baggage.
Result:
The project has reduced the average check-in time at the kiosks for passengers, while Norwegian has increased its revenue from seat upgrades, FastTrack, and baggage sales. With a simpler user flow, queues at the information desks have also decreased.
Boarding pass
Tools: Figma & Illustrator
Timeline: 4 months
Challenge:
How can Norwegian make the boarding pass easier for all travelers to quickly find the information they need?
Process:
I began the design process with the hypothesis that the information should be listed chronologically, following the traveler’s journey through the airport. The traveler first needs information about the terminal and security checkpoint, then boarding group and boarding time, and finally, details like seat number, carry-on baggage, and arrival time, which are only relevant after the passenger has boarded the plane.
I also worked on improving the typography for better readability and introduced icons to make it easier to scan the boarding pass with the eyes.
At Gardermoen Airport, I tested various drafts of the boarding pass on passengers. Testing at Gardermoen provided access to a diverse group of test subjects of different ages, backgrounds, and genders. With the customer insights gained from Gardermoen, I iterated on the design and repeated the process multiple times.
Result:
The new boarding pass is now in production at all airports where Norwegian operates. The design has already proven to save time and reduce confusion at the airport. This creates a more pleasant customer journey while also saving Norwegian money by avoiding delays at the gate.
New Distribution Plattform
Tools: Figma
Timeline: 12 months
Challenge:
How can Norwegian replace large portions of their website with ready-made modules while preserving their brand identity and ensuring a seamless user experience?
When implementing major changes to the booking flow, there is a risk that sales and user experience on the website could be negatively impacted. I contributed to minimizing this risk by ensuring the quality of the new solutions through continuous user involvement and testing.
I conducted the testing by creating a prototype in Figma to visualize how the website would look with the new modules. We user-tested both the original website and the prototype to compare the results. This allowed us to anticipate any potential negative user experiences before the launch and identify necessary adjustments.
In addition to qualitative user testing, we conducted A/B tests where we implemented temporary changes on the website to observe their impact on customer behavior. This enabled us to estimate whether future changes would affect conversion rates.
I was part of a design team based in Norway, while the development team was located in France. Strong collaboration skills, clear communication, and precise design deliveries were crucial to successfully completing the project.
The new website has now been launched in the Dutch market. It is scheduled to be rolled out in the remaining markets throughout the fall of 2024. It remains uncertain how these changes will affect sales and user satisfaction. What we do know is that Norwegians new website aligns with their visual identity and has been thoroughly tested before launch.