Pilot is a human-centric brand in a hyper-technical industry, which requires striking a constant balance between tones. On the one hand, customers need to feel confident in the technical expertise and maturity of the company. On the other hand, customers like Pilot because it’s human, friendly, and transparent. This app was an opportunity to transform a moment of frustration into a moment of empowerment by delivering helpful resources in a simple, clear, and accountable way.
