WKND Fly: End-to-End Customer Journey with AEP & AJO
Overview:
This demo showcases how Adobe Experience Platform (AEP), Adobe Target, and Adobe Journey Optimizer (AJO) enable WKND Fly to deliver personalized, omnichannel customer experiences throughout the entire travel journey—from initial destination discovery to post-arrival engagement.
Business Objectives:
WKND Fly prioritizes delivering exceptional customer experiences throughout the entire travel journey. The airline aims to increase booking conversions through personalized engagement, maximize revenue with contextual upsell offers, and strengthen loyalty program member relationships. Key advisors help customers plan their trips, complete bookings, and access services seamlessly across web, mobile app, and in-person touchpoints. WKND Fly operates a branded contact center and utilizes multi-channel communication (email, SMS, WhatsApp, push notifications, content-cards) to assist customers withtravel planning, booking support, trip day coordination, and destination information.
Customer Journey Overview:
Demo Persona:
Julia: Working mother of 2 children, WKND Club loyalty member, Planning a family vacation, Values personalized experiences and time-saving services
Before the demo
1. Navigate to Registration Page
2. Create Your Demo Profile
Fill in the registration form:
- First Name:Your first name (or demo persona name like "Julia"), Last Name: Your last name (or demo persona name)
- Email: The email address you will use for the demo
- Phone Number: Your real phone number (⚠️ Use your actual phone if you want to receive SMS and WhatsApp messages during the demo_
- Is WKND Fly Member: Select "Yes" from the dropdown
3. Submit the Form. Wait 1-2 minutes for the profile to sync to AEP
- Open the mobile app, switch project to WKND Fly
- Log in to the app with the same account, that was created in the previous step
Step-by-Step Demo Flow
Step 1: Homepage - Default Loyalty Member Offer (1 minute)
Action:
- Navigate to WKND Fly Page
What to Show:
- Hero banner on homepage
- Offer Decisioning displays loyalty member offer (since Julia is WKND Fly member):"Earn double points!","You can earn double WKND Fly Club points touring Mexico or India"
- Explain this is different from default non-member offer which says: "WKND Fly Club! Instant rewards from day one. Join today and get 500 welcome bonus miles with your first flight!" (show the page in another session with anonymous user)
- Banner is still in default state (will personalize based on behavior)
Talking Points:
- "Julia is recognized as a WKND Fly Club member"
- "Experience Decisioning shows her the loyalty member offer - double points for Mexico or India"
- "Non-members would see a join-now offer with 500 bonus miles instead"
- "Banner hasn't personalized yet - we'll see it adapt based on her browsing"
Step 2: Browse United Kingdom → Banner Updates to London (2 minutes)
Action:
- Click on Destinations
- Select and browse United Kingdom
- View some UK content/flights
- Navigate back to Homepage
What to Show:
Banner has dynamically updated to show London-specific content
Talking Points:
- "Julia browsed United Kingdom destinations"
- "AEP detected this behavior immediately"
- "Banner updated in real-time - now showing London imagery"
- "This is behavioral personalization powered by Target and AEP"
Step 3: Browse Mexico → Banner Updates to Tulum (2 minutes)
Action
- Click on Destinations again
- Select and browse Mexico
- View Mexico content/flights
- Navigate back to Homepage
What to Show:
- Banner has updated again - now showing Tulum-specific content
Talking Points:
- "Julia's interest shifted to Mexico and Tulum"
- "Banner immediately adapts again - showing Tulum beach scenes"
- "Target responds to real-time browsing behavior"
- "System is learning Julia is interested in Tulum - this will inform future personalization"
Step 4: Start Search with "Travelling with Families" → Abandon (3 minutes)
Action:
- Start searching for flights to Tulum/Mexico
- CHECK the "Travelling with Families" checkbox" ⚠️ CRITICAL
- Progress to booking phase (add to cart / proceed to payment)
- Abandon without completing (no action)
What to Show:
- Flight search form with "Travelling with Families" checkbox selected
- Booking flow initiated but not completed
- Explain that AEP is tracking: Tulum interest + Family travel + Abandoned booking
Talking Points:
- "Julia indicates she's travelling with family - this is critical contextual data"
- "She starts the booking process but gets distracted and abandons"
- "Adobe Journey Optimizer is now tracking: abandoned booking + family context + Tulum destination"
- "This triggers a sophisticated re-engagement journey"
Step 5: Return to Homepage → Family Tulum Banner (2 minutes)
Action:
1. Wait 30-60 seconds after abandonment
2. Return to homepage
What to Show:
- Banner has updated to family-specific Tulum content
- Messaging includes family benefits (priority boarding for whole family, kids' perks)
- Visual content shows families/children at beach
- Offer Decisioning now shows: "Finish your booking" - cart recovery focus
Talking Points:
- "Banner now combines multiple signals: Tulum interest + Family travel + Abandoned booking"
- "This is sophisticated multi-factor personalization"
- "Target is using behavioral data from AEP to adapt the banner"
- "Offer Decisioning switched strategy - now focused on recovering the abandoned booking"
Step 6: Check Mobile App → Family Tulum Content Card (1-2 minutes)
Action:
1.Open mobile app
2.Navigate to home screen (If needed close and reopen the app)
What to Show:
- Content Card about "Why travelling to Tulum with children is fun"
- Consistent messaging with website
Talking Points:
- "The personalized experience extends seamlessly to mobile"
- "Content Cards deliver the same context - family travel to Tulum"
- "Native mobile format, but consistent messaging"
- "All powered by the same unified customer profile in AEP"
Step 7: Cart Abandonment Email (2-3 minutes)
Action:
1. Wait 1 minute after abandonment
2. Check your email inbox (live during demo)
What to Show:
- Abandonment email arrives within 1 minute
- Email banner features Tulum is still calling
- Subject line references abandoned booking
Talking Points:
- "Within 1 minute, AJO triggered the cart abandonment recovery journey"
- "Email is personalized with Tulum banner"
- "This is fully automated - no manual intervention"
- "Journey was triggered by the abandonment event"
Step 8: Complete Booking (2 minutes)
Action:
1. Return to WKND Fly website
2. Complete the flight booking to Tulum
What to Show:
- Booking confirmation page
- "Thank you for your booking" message
- (Optional) Switch to AEP UI to show profile update happening in real-time
Talking Points:
- "Encouraged by all the personalized messaging across channels, Julia completes her booking"
- "Booking event immediately updates her profile in AEP"
- "Profile now includes: Trip to Tulum, Travel dates, Family travel context"
- "This triggers the next best offer, in case of Julia it is "Car Rental"
Step 9: Post-Booking - Car Rental Offers Multi-Channel (3-4 minutes)
Action:
1. Return to homepage.
2. Refresh if needed
3. Check mobile app
4. Check email inbox
5. Check SMS (on your phone)
6. Check WhatsApp (on your phone)
What to Show:
Homepage:
- Offer about renting a car in Tulum
- "Complete your trip - rent a family-friendly car in Tulum"
Mobile App:
- Content Card has changed to car rental offer
- Shows family-friendly vehicle options
Email:
- Booking confirmation email with:
- Trip details (Tulum, dates, family)
- Rental car offer banner
SMS:
- Booking confirmation text message
- "Your WKND Fly booking to Tulum is confirmed! Check your email for details."
WhatsApp:
- Booking confirmation via WhatsApp
- Similar message to SMS with booking reference
Talking Points:
- "Immediately after booking, Experience Decisioning determined the next-best-offer: car rental"
- "This appears across FIVE channels: homepage, mobile app, email, SMS, WhatsApp"
- "All messages are coordinated by AJO - sent within seconds of booking"
- "Content is contextual - family-friendly vehicles for Tulum trip"
- "This demonstrates true omnichannel orchestration"
Step 10: Travel Day - Airport Arrival (3-4 minutes)
Action:
1. Simulate "approaching airport" event. Open the mobile app, switch to "Map" screen". Click on the pin placed on the airport and click again "Simulate POI Entry"
2. Close the app and show push notifications on mobile device (real phone)
What to Show:
The push notifications will come into sequence, they are split with "Wait" actions.
Push Notification 1 - Approaching Airport:
- "We know you have already checked in, drop your bags at Booth 21 and Then proceed to Security Gate 2 - shortest wait time right now!"
Push Notification 2 - After Luggage Drop:
- "Your baggage is safe with us. Don't worry - enjoy your family time!"
- "Your family adventure is about to begin!"
Julia waits at airport with husband and kids...
Push Notification 3 - Family-Specific Airport Offer:
- "Kids Play Space available at Gate 15 - keep the little ones entertained before your flight!"
- Or: "Family lounge with kids' activities near Gate 12"
Mobile App Content Card:
- Same family-focused airport amenity offer
- "Make wait time fun for the kids!"
Talking Points:
- "Location-based geofencing triggers detect Julia approaching and entering the airport"
- "First message provides real operational value - luggage drop station, security queue info"
- "Second message reassures about baggage - addresses common travel anxiety"
- "Third offer is family-specific - kids play space, family amenities"
- "IF THIS WERE A BUSINESS TRIP, the offer would be completely different:"
- "Premium coffee at Gate 10"
- "Business lounge access - Gate 8"
- "Last-minute work essentials at duty-free"
- "This demonstrates context-aware decisioning - same traveler, different trip type, different offers"
Step 11: Destination Arrival - Tulum (2-3 minutes)
Action:
1. Wait 30 seconds for the last push
2. Show it on mobile
3. Open mobile app to show content card
What to Show:
Push Notification:
- "Welcome to Tulum"
- "We've notified your rental car company"
Mobile App Content Card:
- Title: "Welcome! Your Vacation Starts Now"
- Content: Generic information about local time and activities in Tulum with discuounts on WKND Fly.
Talking Points:
- "Journey continues even after flight arrival"
- "Push notification confirms car rental coordination - practical value"
- "Content card provides curated local information specifically for families with children in Tulum"
- "Not generic travel tips - contextual recommendations based on: Tulum + Family + Julia's profile"
- "This completes the end-to-end personalized journey:"
- Discovery → Browse → Abandon → Re-engage → Book → Upsell → Travel Day → Arrival
- "Every touchpoint was personalized, timely, and contextually relevant"
Step 12: Wrap-Up & Technical Deep-Dive (5-7 minutes)
Show Behind the Scenes:
1. Adobe Experience Platform - Unified Profile
Action: Open AEP UI → Profiles → Search for Julia's email
What to Show:
- Julia's unified customer profile
- Experience Events tab showing all events that fired:
- Audience Memberships: WKND Fly Club Members, Family Travelers (triggered by checkbox),Tulum Interest (behavioral), Cart Abandoners (before booking, removed after completion), Recently Booked (after purchase)
- Profile Attributes
Talking Points:
- "This is Julia's unified profile - single source of truth"
- "All events from web, mobile, email clicks are captured here in real-time"
- "Audience memberships dynamically update as she interacts"
- "This profile powers personalization across ALL channels"
2. Adobe Target - Banner Personalization
Action: Open Adobe Target UI → Activities https://experience.adobe.com/#/@demosystem4/target/activities/activity-details/experience_targeting/151593/overview
What to Show:
- Activity: "WKND Fly - Destinations Activity"
- Audience Sources: All audiences pulled from AEP via real-time integration
- Reporting: Show which experiences were delivered to Julia
Talking Points:
- "Target activities use AEP audiences for targeting"
- "As Julia's audience memberships changed, Target automatically delivered different experiences"
- "This is rule-based decisioning - if/then logic based on audience membership"
- "Banner evolved through 5+ variations in her journey"
3. Adobe Journey Optimizer - Experience Decisioning
Action: Open AJO UI → Decisioning → Offer Library
What to Show:
- Offer Catalog:
- "Join WKND Fly Club" (for non-members)
- "Earn Double Points - Mexico/India" (for members, default)
- "Finish Your Booking" (cart recovery offer)
- "Rent a Car in Tulum" (post-booking upsell)
- "Kids Play Space - Airport" (family airport offer)
- "Business Lounge Access" (business traveler airport offer)
Talking Points:
- "Decisioning selects the best offer in real-time based on context"
- "Same traveler sees different offers based on: journey stage, trip type, location"
- "Compare: Julia (family trip) got kids' play space vs hypothetical business traveler who'd get lounge access"
- "This is AI-powered decisioning - learns which offers perform best for each context"
4. Adobe Journey Optimizer - Journey Orchestration
Action: Open AJO UI → Journeys
Show Journey 1: Flight Booking
- Trigger: Flight Search
- Conditions: Check if Flight Booking event happens
- Actions:
- Send booking confirmation email (with car rental offer)
- Send SMS confirmation
- Send WhatsApp confirmation
- Update homepage offer to car rental
- Update mobile app content card to car rental
Show Journey 2: Travel Day Experience
- Trigger: POI Entry, Close to the airport
Actions:
- Push: Luggage and security info
- Push: Baggage confirmation
- Decision: Family offer (kids' play space) vs Business offer (lounge)
- Mobile content card update
- Push: Car rental confirmation
- Mobile content card: Local family tips for Tulum
Show Journey 3: WKND Fly - Booking Abandonment Recovery
This journey is a good start to discuss about experimentation (next best action) in journey. Usually while building a journey we are guessing what will resonate the best, bring the better conversion. With experimentation we can test it out. How fast we should send the cart abanoned message - is it 15 min, 2 hours or more, which channels work the best, what is the best content - more emotional, with urgency or showing the price comparison. All of those are possible. During the test running we will be also able to see ther results in the Experimentation Accelerator.
Reporting:
- Show journey performance metrics
- Entry/exit rates
- Email open/click rates
- Conversion rates
Talking Points:
- "Three distinct journeys orchestrated Julia's entire experience"
- "Each journey triggered by specific events or time"
- "Journeys coordinate multi-channel communications automatically"
- "No manual intervention - fully automated from trigger to delivery"
- "Conditions within journeys enable personalization (family vs business offers)"
Final Summary Talking Points
Recap the Complete Journey:
1. "Julia visited as a WKND Fly member - saw loyalty offer"
2. "Browsed UK, then Mexico - banner adapted in real-time via Target"
3. "Started booking with family checkbox - abandoned"
4. "Banner updated to family + Tulum + cart recovery"
5. "Mobile app showed family Tulum content card"
6. "Received abandonment email within 1 minute"
7. "Completed booking - triggered multi-channel confirmations and car rental upsell"
8. "Travel day: Location-based push notifications with family-specific airport offers"
9. "Arrival: Car rental confirmation and local family activity recommendations"
Key Takeaways:
- "Unified Profile: All data in one place (AEP) powers every interaction"
- "Real-Time Personalization: Target and Decisioning adapt instantly to behavior"
- "Omnichannel Orchestration: AJO coordinates web, mobile, email, SMS, WhatsApp, push"
- "Context-Aware: Same customer, different trip = different offers (family vs business)"
- "Automated: Once configured, zero manual intervention needed"
- "Scalable: This works for one customer or one million customers simultaneously"
Business Impact:
- Higher booking conversion (cart recovery)
- Increased revenue per customer (upsells)
- Improved customer satisfaction (helpful, timely messages)
- Operational efficiency (automated orchestration)
- Loyalty strengthening (personalized experiences build relationships)