JetBlue Placeholders

Service Design Concept

Spring 2008

Jetblue asked us to generate ideas on how to improve the experience of customers on hold during high volume call periods.

Utilizing an innovative method of user research, we identified a untapped area of opportunity to improve the customer satisfaction.

By identifying that during weather emergencies customers have to deal with multiple things at the same time (i.e. canceling hotel reservations), we created a concept that allows you to step away from the call without loosing your turn.