Delta | Coca-Cola -Middle Seat Lounge
Make the undesirable desirable
Challenge
Delta earned a reputation of having a pour user experience. Sales for middle seat passenger were the hardest tickets to sell. Delta wanted to bolster its brand reputation with customers and earn their brand loyality
Insight
Airport lounges are the most coveted sanctuary for frequently flyers and often feel exclusive and out of reach for the average flyer.
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Solution
Make the most forgotten customers feel like the most taken care of by creating FOMO. We create an exclusive lounge for middle seat passengers by making the least desirable seats on a plane the most desirable.
Experiential Strategy → User Research → Behavioral Design
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