GOL
BRQ and GOL modernize the app and turn the digital channel into a growth engine
Services
- Application support
- Technology modernization
- Modular architecture
- Design System
How we made an impact
BRQ combined application support and modernization to turn the GOL app into a more stable, scalable digital channel, ready for new journeys and strategic initiatives such as international expansion.
Results
- 99.7%Of users with a stable app, with no interruptions
- +169%Jump in app NPS since 2023, holding at a new level
- +62%Increase in the app's rating on the app stores
The challenge
GOL wanted to evolve its app into a strategic channel for the business. More than a customer touchpoint, the app had to become a platform able to keep pace with the company and support increasingly important initiatives.
The starting point called for attention to application support and health. Stability and experience had a direct impact on how users perceived the app and on its app store ratings.
The architecture and the experience had to be modernized to prepare the app to scale, take on new journeys and gain the capacity to evolve continuously.
“Temos orgulho de contar com a BRQ como parceira na evolução do APP GOL, apoiando iniciativas que tornam a jornada dos nossos clientes mais simples, intuitiva e eficiente. Juntos, seguimos impulsionando a transformação digital e criando experiências cada vez melhores para quem voa com a GOL.”
What we did
BRQ started the work by combining application support and modernization. The evolution included continuous improvement in quality and stability, technology modernization and a modular architecture, creating a more scalable and sustainable foundation for the product.
A new Design System was also developed, bringing more consistency to the experience, greater standardization across journeys and a reusable foundation to speed up the evolution of the app's interfaces.
With this technical and experience foundation, the app was able to support new journeys and strategic GOL projects, including initiatives tied to international expansion. Improvements in stability and customer perception also contributed to better purchase funnels and higher revenue from the app.
Customer success stories
