Redesigning the Pegasus Passenger Email Experience
Client
Pegasus
Applied Services
Content Strategy
UX/UI Design
Development
Overview
A comprehensive redesign of Pegasus Airlines’ passenger communication ecosystem, covering booking confirmations, pre-flight notifications, check-in reminders, and post-booking touchpoints.
Studio MAWA led the strategy, UX, UI, and development process to create a clearer, more consistent, and user-centered email experience across the entire passenger journey.
Challange
For millions of passengers, email is one of the most frequent interactions with an airline. Yet critical information is often fragmented across multiple messages, making it harder for users to quickly understand what action is required and when.
Pegasus aimed to modernize its email communications, improve usability across devices, and create a more cohesive brand experience throughout the travel journey.
Approach
We approached email not as a marketing channel, but as a product experience.
Our work included:
-Passenger journey mapping
-Communication strategy
-Information architecture
-UX design
-UI design system
-Responsive email development
-Template standardization
-Accessibility and readability improvements
By analyzing user needs at each stage of the journey, we restructured content flows and established a clear hierarchy that helps passengers find the right information at the right moment.
Solution
We redesigned the complete email ecosystem around clarity, consistency, and usability.
The new system introduces:
-Simplified content structures
-Clear action-oriented layouts
-Mobile-first reading experience
-Consistent visual language
-Scalable modular templates
-Improved navigation across touchpoints
The result is a communication experience that feels intuitive, reduces friction, and supports passengers throughout their journey.
Outcome
The project established a scalable foundation for Pegasus’ future passenger communications, transforming operational emails into a cohesive digital experience that aligns with the airline’s broader customer journey.
Services Strategy
· UX Research · Information Architecture · UX Design · UI Design · Email Design System · Front-End Development