Classic open-ended product design question and I went way too broad at first.
Start by clarifying the scope: which airline, which cabin class, and what does 'redesign' mean—incremental improvements or a complete overhaul? Then, structure your answer around a user-centric framework: segment passengers, identify pain points across the journey, prioritize opportunities based on impact and feasibility, and propose a few concrete solutions with success metrics.
Pro tip: Anchor your redesign in a clear product vision (e.g., 'seamless, personalized, and sustainable travel') and tie every idea back to measurable outcomes like NPS, ancillary revenue, or operational efficiency. This shows strategic thinking beyond just listing features.
Ask clarifying questions to understand the airline's business model, target customers, and constraints (e.g., budget, regulations). Define what 'redesign' means: is it about digital touchpoints, physical cabin, or end-to-end journey?
Identify key passenger segments (e.g., business travelers, families, leisure) and map their end-to-end journey from booking to post-flight. Highlight pain points and unmet needs at each stage.
Use a prioritization framework (e.g., impact vs. effort, RICE) to select the most promising areas for redesign. Consider business value, user value, and technical feasibility.
Brainstorm innovative solutions for prioritized areas, leveraging technology and personalization. Sketch a few concepts and describe how they would work in practice.
Propose metrics to measure success (e.g., CSAT, revenue per passenger, on-time performance) and outline a phased implementation plan with quick wins and long-term bets.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.