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As the largest operator of travel centers in North America, Pilot Flying J serves more than 1.6 million guests daily - more people each day than the Atlanta Airport and Disney World combined. The company’s core guest is the professional truck driver, but they also provide amenities and services to RV’ers and are the perfect one-stop-shop for auto drivers too.
The client came to us with a clear ask: To fundamentally enhance the one-to-one relationships with guests in every experience and interaction within a redesigned app. The goal was to offer advanced capabilities that anticipates guests’ needs and improved utility and value throughout their journey.
Over the course of 10 three-week sprints, a small, tightly integrated team of experience designers, visual designers, and technologists designed and delivered a fully redesigned experience, introducing key features such as enhanced onboarding that paves the way for future personalization, a fully revamped loyalty system, and a message inbox enabling the company to send direct communications via the app on subjects such as important alerts, offers, and rewards.
A dynamic dashboard adapts to the needs of drivers outside the travel center geofence and inside. The app uses predictive analysis to help drivers make parking decisions based on available spots along their route and to help save drivers time by directing them to the fastest fueling lane.
Since the April launch, Pilot Flying J is seeing a 127% increase in app installs and a 170% increase in unique users compared to last year. The app store average rating has increased from 2.9 to 4.8 with over 15,000 reviews.
Contributors:
Group Creative Director: |
Alex Weishaupl |
Creative Director: |
Britta Alexander |
Associate Creative Director: |
Kyle White |
Sr. Art Director: |
Sorae Lee |
Sr. Experience Designer: |
Travis Rozich |
Motion Design: |
Samuel Stringer-Hye |
Copywriter: |
Ainsley Waller |
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