The Pilot Flying J myRewards Plus™ app plays a critical role in customer retention and engagement by offering fuel rewards, parking reservations, and essential travel services. However, to increase customer acquisition, deepen brand loyalty, and drive higher digital transactions, the app must evolve beyond basic travel utilities.
Client
Pilot Flying J
Services
Visual Design UI & UX Design
Industries
Travel & Retail
Date
February 2023
Context
The goal is to increase visits from truck drivers, improve customer loyalty, and grow non-fuel sales by boosting brand visibility and leveraging service and app-based promotions.
The Problem
The Pilot Flying J myRewards Plus™ app plays a critical role in customer retention and engagement by offering fuel rewards, parking reservations, and essential travel services. However, to increase customer acquisition, deepen brand loyalty, and drive higher digital transactions, the app must evolve beyond basic travel utilities.
My Role
As a product designer, I worked with 4 other designers, business analysts, a creative director, and tech leads. From the beginning, we focused on finding strategic ideas and building solutions to improve the overall experience for users of the Pilot Flying J app
Who are the User's
Through extensive research and conversations with drivers, we uncovered critical gaps: the inability to plan fuel stops efficiently, difficulty in tracking expenses, and a lack of real-time parking availability. These inefficiencies not only impacted drivers but also affected our business, as users turned to competitor apps for better solutions.
Interesting Insights
Pilot Flying J isn’t just a travel center—it's a trusted partner for millions of drivers on the road. With over 1 million daily customers, 800+ locations, and a growing footprint in EV charging and modernized travel centers, the brand is uniquely positioned to blend physical touchpoints with digital innovation.
Stories from the Road
Ideas Synthesized
Final Design
Over the span of one month, we immersed ourselves in the trucking culture and the Pilot Flying J ecosystem. We leveraged a wide range of AI-powered tools to accelerate idea generation, conduct secondary research, and simulate user scenarios. This allowed us to bridge knowledge gaps and create a foundation for user-centric design decisions.
Over the span of one month, we immersed ourselves in the trucking culture and the Pilot Flying J ecosystem. We leveraged a wide range of AI-powered tools to accelerate idea generation, conduct secondary research, and simulate user scenarios. This allowed us to bridge knowledge gaps and create a foundation for user-centric design decisions.
