Westjet offers airport lounge service to all their premium customers as other airlines. Hence they wanted a next generation lounge portal experience for the agents to cater to all the Westjet customers.
Unlike the Rewards Agent Dashboard, in Lounge Portal scenario agents handle multiple airlines. Agents need to be able to quickly shift from one airline portal to another depending upon need, this demands them to minimize the screen resolutions of browsers to view more.
How to help lounge agents be more productive and help them in decision making.
- All the key actions should be available at any given resolution.
- Reduce waiting time of customers by enhancing discoverability .
- Ability to view overall lounge status of that airport.