September 5, 2017

JetBlue’s Mosaic IVR System

It’s four-o-clock in the morning. The streetlight is a small, fuzzy sun, haunting your cul-de-sac. Toothbrush in mouth, you reach for your buzzing phone. The lock screen shows both a text message from a five-digit phone number and new email appearing across your iPhone’s lock screen: JetBlue Flight Notification — Important Flight Information | Cancelled”. (Read More on Design For Flight)

Following suit with my post on Wells Fargo’s IVR, I’ve started walking through the IVR experiences of various airlines on Design For Flight

Interactive voice response systems are fascinating. This clear touch point has the power to calm frustrated travelers or enrage those already on the brink of a meltdown. Such a system, while lacking a graphical user interface, is by no means less designed.

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