Customer Lab for Travel
Leanlab is a customer lab for travel brands and airlines that want to improve loyalty, reduce friction, and design better journeys through continuous traveller collaboration–all of this, across different markets and demographics.
Map the end-to-end journey
Understand how travellers experience booking, check-in, in-flight, and post-trip stages. Fix weak spots and enhance positive experiences where it counts.
Unify customer insights across markets
Leanlab connects local and global CX teams around real traveller input, aligning operations and brand experiences worldwide.
Improve loyalty programs
Use your private lab to discuss rewards, communications, and new service ideas with loyal customers, continuously. Keep your frequent travellers engaged.
“Leanlab is a very popular tool internally within Finnair. It’s liked because of its speed, it gives concrete answers, and it makes the co-creation process international – you can immediately have insights all the way from your home market to China and Europe. In our business, it’s crucial.“
Johanna Jäkälä
CMO, Finnair
Test digital touchpoints
Run rapid usability and preference tests on digital platforms. Improve conversion and satisfaction before deployment.
Collaborate on sustainability
Travellers expect brands to act responsibly. Leanlab helps you test new sustainability initiatives, from carbon offset features to recycling ideas. Test with real customers before rollout, ensure credibility and alignment with expectations.
Predict what travellers need before they ask
Leanlab lets you spot new behaviours and expectations early through continuous feedback. See how travellers’ priorities shift season by season and adjust your offerings before the competition does.
