North American Airlines
North American Airlines is a fully certified, United States Flag Air Carrier offering
exceptional air transportation services throughout the world.
They focus on "niche" markets, where their high product
quality and excellent passenger service provides value to their customers.
The Business Challenge
North American Airlines (NAA) services a unique market providing the only U.S. direct scheduled round-trip service from
New York and Baltimore to Lagos Nigeria, Accra Ghana, and Georgetown Guyana. With the level of internet fraud in some of these areas NAA needed a redesigned
website to help curtail fraud and allow the actual customers a mechanism to
complete their transaction with comfort. NAA already had a
well-organized, useful and attractive web site, but its transaction process was complicated and the site needed
further reach and appeal to its demographic.
The Predawn Solution
- Predawn extensively researched the NAA traveler to gain insight into his internet and
travel behaviors.
- The new site showcases breadth and depth of NAA’s multiple offerings in an
environment consistent in design, architecture, navigation, and usability.
- A user-centered transaction process considers the unique customer needs rather
than the typical airline website experience. This was possible by a more
streamlined integration with the transaction engine, allowing more expanded
control over the complete user experience.
- To add exposure to the NAA brand and capture the attention of their market Predawn
developed a Managed Email Campaign system, providing statistics and trends.
The Impact
Since the redesigned site launched North American Airlines has seen site traffic increase
by 200%, web transactions have increased by 300%, and customer satisfaction is at an all time
high.