The Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. Miles & More is Lufthansa Group’s loyalty program, serving millions of customers. In a highly competitive industry, Miles & More needs to be nimble and work fast with limited resources to meet rising customer demands and stay ahead of the competition.
Challenge
Miles & More have very limited design resources, and Product Managers were responsible for mocking up user journeys, gathering feedback from end users and stakeholders, and consolidating recommendations before handoff to their counterparts in development.
“Before using Miro Prototypes, there were no prototypes from the discovery phase. The product team just had ideas.”
Product managers didn’t have any way of visualizing flows, concepts, and ideas by themselves and the few design resources rarely had time. Because of this, aligning on a solution typically took several weeks, and the team wasn’t able to validate the solution before it was implemented. With a development cycle that typically takes up to six months, this led to expensive reworks in both cost and lost opportunity.
Solution
With Miro Prototypes, the Miles & More team is able to generate mockups and prototypes of potential account statement screens directly within the Miro canvas using AI, converting website screenshots into editable mockups.
This visual, AI-powered prototyping allows the team to implement feedback and validate solutions with end users in real time, instead of waiting for scarce design capacity or running a lengthy review cycle through the development team.
Results
A typical ideation process for Miles & More could take more than two weeks and would result in an unvalidated product design being implemented. At worst, this would mean reworking products that had already been in development for six months.
With Miro Prototypes, it takes product managers less than a day to create, validate, and align on the right solution before developing changes in the Miles & More member user experience.
“Miro Prototypes is insanely valuable for us because we are way faster in creating prototypes.”
Miro Prototypes enables the full team to explore and validate product concepts before writing a line of code, ensuring the Miles & More team builds the right solution, with confidence. This improves how quickly product managers are able to respond and adapt to member feedback — and, in turn, the overall user experience for Miles & More members — and helps Miles & More stay competitive.
“I’m … way more confident that the things we are implementing for the product are really the right things. And I’m way more confident to bring that also in front of management. Miro Prototypes helps me a lot to show my vision to the management team of the product.”
The bigger picture
Along Miles & More’s high-level, 12-month roadmap, comprehensive visuals support collaboration across the teams. The validated customer solutions enable deeper discussions with engineers and developers on how they can implement the solutions and what trade-offs exist before any code is written. In short, instead of building a solution, Miles & More builds the right solution.
