Vueling improves conversion and customer satisfaction through digital experience improvements.

Data accessibility across teams.

With Quantum Metric, Vueling is taking the concept of agile and applying it across the organization, a framework known as Continuous Product Design. Now, programmers, business owners, UX designers, and other team members who work with the product can make data-driven decisions that positively impact the business’s performance, as well as the customer experience.

Vueling has a specialized team that analyzes the functionality of their mobile app daily using Quantum Metric. Thanks to the dashboards in place, the team can rapidly verify that everything is operating as it should, constantly monitoring for specific app errors and paying special attention to the booking funnel. Their strategic objective is to improve performance through direct channels, and their mobile apps are crucial in becoming the primary way to book flights, manage post-booking processes, and facilitate priority boarding.

High-impact opportunity with page speed benchmarks.

One of the ways Vueling impacts their bottom line is by benchmarking page performance against a standard load time using the Quantum Metric platform. Early on in the relationship, the Vueling team found close to 35% of sessions were loading slower than their benchmark.

Impact.

• Sessions with a faster load time had 3X higher conversion rates.
• Improving slow page loading times generated value at a multi-million-euro scale, according to Quantum Metric (read more in the blog post).

Driving app conversion and satisfaction.

Vueling leverages Quantum Metric to identify friction points and improve the customer journey, particularly within their critical mobile app booking flow. By tracking key KPIs and reviewing session replays, they can fully understand user behavior, identify how often issues occur, and quantify their impact on revenue. For instance, Vueling discovered an increase in rage clicks and frustration within the payment flow for both their iOS and Android apps, highlighted by their iOS Booking Flow Dashboard. Session replays revealed a critical issue where users were unable to accept terms and conditions due to an unresponsive slider. In another instance, an unclear error message for specific payment methods led to significant abandonment, affecting hundreds of sessions in just two days.

Impact.

• Significant decrease in payment flow issues and improved bundle conversion.
• Strategic objective to increase app downloads by 5% and raise CSAT by 5% in main flows, with Quantum Metric assisting in identifying issues and tracking adjustments.

MVP test-and-iterate mindset.

With Quantum Metric's heatmaps, click maps, and session replay, Vueling has embraced an MVP test-and-iterate mindset. This allows them to quickly A/B test new features, gain visibility into traveler journeys, and identify friction points. Their agile approach significantly boosts productivity, enabling teams to prioritize and implement tests faster.

For example, during a booking flow redesign, Quantum Metric dashboards revealed many customers abandoned the contact information page. Session replays highlighted rage clicks on a disabled sticky footer. By removing this footer in a test, Vueling quickly improved the user experience.