Live Activities

Flight disruptions, gate changes, and boarding updates can create stress for travelers, often requiring them to repeatedly check the JetBlue app for the latest information. To improve the travel experience, we introduced Live Activities on iOS and Live Updates on Android, providing real-time updates directly on the Lock Screen and Dynamic Island, ensuring customers stay informed without needing to open the app.

As the Manager of Mobile & Notifications, I led the strategy, design, and execution of Live Activities for JetBlue’s mobile experience. This involved collaborating with engineering, design, and operations teams to deliver a seamless, real-time flight tracking experience that increased user engagement and reduced customer anxiety.

1. Timeliness of Updates: Ensuring real-time accuracy of flight statuses, gate changes, and baggage claim details.

2. User Engagement: Making the feature valuable without overwhelming users with excessive notifications.

3. Seamless Integration: Coordinating with backend flight data systems and Apple’s Live Activities API to provide consistent updates.

4. Personalization: Delivering relevant and contextual information based on each traveler’s flight journey.

Defining the Use Case & Data Flow

• Mapped the customer journey to identify the most critical moments where real-time updates would add value.

• Prioritized boarding, departure, in-flight status, arrival, and baggage claim updates for Live Activities.

• Integrated with JetBlue’s flight status system to ensure real-time data accuracy.

• Tailored Live Activities to display real-time gate changes, departure countdowns, and arrival statuses based on each traveler’s itinerary.

Designing the Live Activities UI

• Partnered with UX/UI designers to create a clean, glanceable interface optimized for both the Lock Screen and Dynamic Island.

• Conducted user testing to fine-tune readability and usability across different iPhone models.

Implementing & Testing

• Real-World Testing at Airports: Conducted on-site user testing at key airports to observe how travelers interacted with Live Activities in real travel scenarios.

• Performance Optimization: Monitored latency, battery impact, and notification timing to ensure Live Activities provided real-time updates without draining device resources.

• Improved on-time boarding as users were more aware of real-time updates without needing to refresh the app.

• Users with an upcoming trip who enabled Live Activities are 225% more engaged than those who did not.