The document summarizes the methodology used to redesign the Brussels Airlines website to improve the customer experience. It involved defining an experience mission through business interviews and personas. A sitemap and navigation were developed based on analysis of the customer journey and benchmarking other sites. Wireframes and design were created and tested with users. Key findings identified issues with terminology, information architecture and moments of truth. The redesign aimed to address these by better contextualizing information across the customer experience timeline from initial search to post-travel. User testing was critical to evaluate changes and ensure the new site enhanced the customer experience.