Flight cancellation

 

Scenario

As a case study, I reimagined the user flow for a United Airlines flight cancellation.

Opportunity

Flight cancelations are beyond frustrating. Careful copy can mitigate negative emotions, then introduce a solution that leaves the traveller pleased and the airline running smoothly.

Outcome

A two-screen user flow takes the traveller from notification to resolution as quickly and smoothly as possible. A feasible solution is introduced.

Process

  • Define user and business goals

  • Study existing content and competitor solutions

  • Architect ideal user flow

  • Study brand language and visuals

  • Create copy based on goals, flow, and brand

  • Build mockup and test