D’Art, a leading retail transformation agency, has delivered a significant project for IndiGo airline, one of India’s largest airlines. IndiGo operates across 110 destinations, both domestic and international, and aims to improve its ticketing network to increase bookings and offer a better customer experience.
By partnering with D’Art, IndiGo has transformed a majority of its independent ticketing partners into exclusive booking centers. This project is part of the airline’s larger business growth strategy, focusing on enhancing customer touchpoints and making travel consultation easier and more enjoyable.
Strategic Partnership and Vision
The collaboration between IndiGo and D’Art started with high-level discussions, where the leaders of both teams outlined the strategic objectives. Sameer Khosla, Global Director of Design at D’Art, expressed excitement about working with IndiGo, praising the airline’s strong presence in domestic aviation and its potential to become a global leader in the industry. He emphasized how the project showcases D’Art’s ability to create exceptional customer experiences and enhance brand visibility.
Khosla further explained that the main goal of the project was to elevate IndiGo’s brand by transforming its partner outlets into recognizable booking hubs. This change is expected to drive more bookings by creating a seamless in-person booking experience for customers.
Outlet Revamp and Branding
As part of the project, D’Art conducted an audit of IndiGo’s partner outlets. They found that many outlets were cluttered and in need of better organization and design. This led to the creation of a detailed plan to revamp the spaces, making them more customer-friendly and efficient.
The transformation included a complete redesign of the outlets, with a focus on improving navigation for customers. Clear signage was installed to guide clients to the right desks for inquiries, bookings, and travel finance services. D’Art also worked on branding the outlets with distinct facades, aiming to increase walk-ins and inquiries.
Enhancing Customer Journey
Beyond the physical redesign, the project aimed to improve the overall customer journey at IndiGo’s booking centers. The agency implemented new strategies to help staff build better relationships with customers and create a more welcoming environment for travel planning.
Specific areas were designed within the outlets to address different customer needs, ensuring that the booking process was smoother and more efficient. This approach is expected to not only improve customer satisfaction but also strengthen IndiGo’s business operations nationwide.
Future Growth and Industry Potential
Rachhna, Worldwide Marketing Facilitator at D’Art, highlighted the scale and intensity of the project. She explained that the transformation began with discussions on creating bold signage and evolved into a comprehensive strategy to enhance IndiGo’s business operations. The goal was to help IndiGo establish a stronger presence through its physical booking centers.
As India is predicted to become the world’s third-largest air passenger market by 2030, this project positions IndiGo to capture a significant share of the growing market. The newly designed outlets will serve as primary booking channels, boosting the airline’s business and brand visibility in the coming years.
Previous Success with Crompton
D’Art has a proven track record in executing large-scale retail transformation projects. Recently, the agency completed a similar project for Crompton, a major consumer electronics brand. They revamped over 80% of Crompton’s direct-selling outlets across several states, including Maharashtra, Tamil Nadu, and Uttar Pradesh.
