Can a legal service have feelings?
Hand in hand with the business owners we created a new service in the market, developed customer service processes, automated and improved procedures. The company launched its service with an immediate MVP to the market and the subsequent service development process was conducted and tested 'live'. Within a year the company had recovered its first million for passengers and decided to move to the next stage of its development - to create a recognisable brand in the airline compensation market. We undertook a rebranding of the brand.
Any legal service is based on the client's emotions, including their fears. Obtaining airline compensation is an emergency need, arising from the situation, and the decision to use the service is made under the influence of negative emotions. At the time of the incident, emotions run high and the passenger's motivation is at its highest.
This made us aware of two things. Firstly, we should be as accessible as possible to the customer, and secondly, rather than being another law firm, we should show empathy to the customer from the outset - from the very first "hello" - and support them right through to the end.
The opoznionysamolot.pl logo we created combines "waiting" and "late". So we have a symbol of a loading website, an aeroplane and the face of a clock on which the pointer has already crossed midnight or noon. The choice of colours in the visual identification results from associations with the colour palette of airlines recognised by passengers.
From the point of view of passengers, who receive between EUR 250 and 600 in compensation without a policy or contract, but only on the basis of the law in force, the brand is like Santa Claus, who brings them an unexpected gift and joy.
We have been developed the concept of a new website, which we consequently developed with a web application for handling reports of injured passengers.
Working purely on commission, Opoznionysamolot.pl has recovered more than 7.6 mln PLN for its customers, who have never incurred either risk or cost. It currently has a presence throughout Poland and plans to expand into other markets with its new identity.