BRAND
PROJECT
Transforming travel with Flight Credits
SUMMARY
I led the design and launch of Flight Credits, a a flexible alternative for travelers with cancelled flights during COVID
RESPONSIBILITIES
Product Design
Product Vision & Strategy Research
Prototyping
TIMELINE
3 Months
BRAND
PROJECT
Transforming travel with Flight Credits
SUMMARY
I led the design and launch of Flight Credits, a a flexible alternative for travelers with cancelled flights during COVID
RESPONSIBILITIES
Product Design
Product Vision & Strategy Research
Prototyping
TIMELINE
3 Months
BRAND
PROJECT
Transforming travel with Flight Credits
SUMMARY
I led the design and launch of Flight Credits, a a flexible alternative for travelers with canceled flights during COVID
RESPONSIBILITIES
Product Design
Product Vision & Strategy Research
Prototyping
TIMELINE
3 Months
BACKGROUND
COVID & THE STRANDED TRAVELER
eDreams ODIGEO is an online travel agency selling flight and hotels in over 45 countries. As flights were grounded due to the COVID-19 pandemic, eDreams faced unprecedented flight cancellations and refund requests. Initially, travelers had limited online resources to navigate canceled flights & refunds within our platform, often resorting to lengthy phone calls with limited options and extended wait times.
This is the story of how we launched Flight Credits in under 2 months to empower travelers with a reliable and flexible alternative to canceled flights and refunds.
BACKGROUND
COVID & THE STRANDED TRAVELER
eDreams ODIGEO is an online travel agency selling flights and hotels in over 45 countries. As flights were grounded due to the COVID-19 pandemic, eDreams faced unprecedented flight cancellations and refund requests. Initially, travelers had limited online resources to navigate canceled flights & refunds within our platform, often resorting to lengthy phone calls with limited options and extended wait times.
This is the story of how we launched Flight Credits in under 2 months to empower travelers with a reliable and flexible alternative to cancelled flights and refunds.
BACKGROUND
COVID & THE STRANDED TRAVELER
eDreams ODIGEO is an online travel agency selling flight and hotels in over 45 countries. As flights were grounded due to the COVID-19 pandemic, eDreams faced unprecedented flight cancellations and refund requests. Initially, travelers had limited online resources to navigate canceled flights & refunds within our platform, often resorting to lengthy phone calls with limited options and extended wait times.
This is the story of how we launched Flight Credits in under 2 months to empower travelers with a reliable and flexible alternative to canceled flights and refunds.
Final Screens from our fully designed flight credits project
Final Screens from our fully designed flight credits project
Final Screens from our fully designed project for flight credits
THE CHALLENGE
FINDING AN ALTERNATIVE FOR CANCELED FLIGHTS & REFUNDS
While COVID had cast a dark shadow over the travel industry, our ambitions were to create & launch an alternative solution that could replace the need to request a refund when dealing with a canceled flight, allowing users to keep their flight and rebook at a later time.
Our business goals were to:
Provide travelers who didn't want a refund an alternative option to rebook their flight and keep customer retention
Reduce Customer Service calls and costs per booking
Drive customers to our digital channels web & native app
MY ROLE
I led the cross-team collaboration from ideation to final solution for the full end-to-end experience across mobile web, desktop and native app. I collaborated with one other designer on the wallet function within our native app.
In addition, I worked with a UX Researcher, UX writer, Project manager, and a team of 6 engineers throughout the project.
THE CHALLENGE
FINDING AN ALTERNATIVE FOR CANCELED FLIGHTS & REFUNDS
While COVID had cast a dark shadow over the travel industry, our ambitions were to create & launch an alternative solution that could replace the need to request a refund when dealing with a canceled flight, allowing users to keep their flight and rebook at a later time.
Our business goals were to:
Provide travelers who didn't want a refund an alternative option to rebook their flight and keep customer retention
Reduce Customer Service calls and costs per booking
Drive customers to our digital channels web & native app
MY ROLE
I led the cross-team collaboration from ideation to final solution for the full end-to-end experience across mobile web, desktop and native app. I collaborated with one other designer on the wallet function within our native app.
In addition, I worked with a UX Researcher, UX writer, Project manager, and a team of 6 engineers throughout the project.
THE CHALLENGE
FINDING AN ALTERNATIVE FOR CANCELED FLIGHTS & REFUNDS
While COVID had cast a dark shadow over the travel industry, our ambitions were to create & launch an alternative solution that could replace the need to request a refund when dealing with a canceled flight, allowing users to keep their flight and rebook at a later time.
Our business goals were to:
Provide travelers who didn't want a refund an alternative option to rebook their flight
Reduce Customer Service calls and costs per booking
Drive customers to our digital channels web & native app
MY ROLE
I led the cross-team collaboration from ideation to final solution for the full end-to-end experience across mobile web, desktop and native app. I collaborated with one other designer on the wallet function within our native app.
In addition, I worked with a UX Researcher, UX writer, Project manager, and a team of 6 engineers throughout the project.
KICKOFF
PICKING UP THE PIECES
At the outset of the project, we didn’t have a clear mission or specific goals for the experience other than to find a way to offer an alternative to canceling their flight and requesting a refund. Without pre-existing insights, I partnered with our researcher to explore how travelers were managing canceled flights and getting refunds across our site.
KICKOFF
PICKING UP THE PIECES
At the outset of the project, we didn’t have a clear mission or specific goals for the experience other than to find a way to offer an alternative to canceling their flight and requesting a refund. Without pre-existing insights, I partnered with our researcher to explore how travelers were managing canceled flights and getting refunds across our site.
KICKOFF
PICKING UP THE PIECES
At the outset of the project, we didn’t have a clear mission or specific goals for the experience other than to find a way to offer an alternative to canceling their flight and requesting a refund. Without pre-existing insights, I partnered with our researcher to explore how travelers were managing canceled flights and getting refunds across our site.
THE DISCOVERY
EARLY INSIGHTS FROM THE FIELD
Tight timing meant we needed to be efficient with our research. We started by listening to over 75 actual calls coming into our customer service agents regarding cancellations and refunds to get a lay of the land. The goal was to understand what types of problems users were experiencing across our company and what workarounds they employed. A key insight was that many users didn't want a refund but rather to rebook their flight at a later time.
THE DISCOVERY
EARLY INSIGHTS FROM THE FIELD
Tight timing meant we needed to be efficient with our research. We started by listening to over 75 actual calls coming into our customer service agents regarding cancellations and refunds to get a lay of the land. The goal was to understand what types of problems users were experiencing across our company and what workarounds they employed. A key insight was that many users didn't want a refund but rather to rebook their flight at a later time.
THE DISCOVERY
EARLY INSIGHTS FROM THE FIELD
Tight timing meant we needed to be efficient with our research. We started by listening to over 75 actual calls coming into our customer service agents regarding cancellations and refunds to get a lay of the land. The goal was to understand what types of problems users were experiencing across our company and what workarounds they employed. A key insight was that many users didn't want a refund but rather to rebook their flight at a later time.
WHAT DO TRAVELERS EXPERIENCE CURRENTLY?
ALL REQUESTS WERE BEING PROCESSED MANUALLY
Any cancellation or refund request had to be processed manually by a phone call to a customer service agent.
FLIGHT STATUSES ARE UNCLEAR
Travelers only received an email on the canceled flight's status and could not see the updated status of their booking online.
MANAGING CANCELLED FLIGHTS WAS UNCLEAR
Many customers were having their flights canceled and were not clear about how to manage the cancellation and refund.
REFUND TIMELINE WAS EXTREMELY LONG
Because of the complexity and number of refunds being requested it was taking more than 3 months for a refund to be processed.
WHAT DO TRAVELERS EXPERIENCE CURRENTLY?
ALL REQUESTS WERE BEING PROCESSED MANUALLY
Any cancellation or refund request had to be processed manually by a phone call to a customer service agent.
FLIGHT STATUSES ARE UNCLEAR
Travelers only received an email on the canceled flight's status and could not see the updated status of their booking online.
MANAGING CANCELLED FLIGHTS WAS UNCLEAR
Many customers were having their flights canceled and were not clear about how to manage the cancellation and refund.
REFUND TIMELINE WAS EXTREMELY LONG
Because of the complexity and number of refunds being requested it was taking more than 3 months for a refund to be processed.
WHAT DO TRAVELERS EXPERIENCE CURRENTLY?
ALL REQUESTS WERE BEING PROCESSED MANUALLY
Any cancellation or refund request had to be processed manually by a phone call to a customer service agent.
FLIGHT STATUSES ARE UNCLEAR
Travelers only received an email on the canceled flight's status and could not see the updated status of their booking online.
MANAGING CANCELLED FLIGHTS WAS UNCLEAR
Many customers were having their flights canceled and were not clear about how to manage the cancellation and refund.
REFUND TIMELINE WAS EXTREMELY LONG
Because of the complexity and number of refunds being requested it was taking more than 3 months for a refund to be processed.
PHASE 1
A QUICK FIX
Before COVID and due to the typically low number of people requesting flight cancellations or refunds, eDreams had invested very little into providing tools online for customers to manage their bookings online. The only way customers could cancel or request a refund for their flight was to call us, which was a big cost to the company when covid hit.
We decided to implement a quick fix within our old manage my booking platform to reduce immediate costs and calls to eDreams. Users could submit a cancellation request or change a request to be picked up by a CS agent without having to call. Although the request was not immediate it worked to solve our business needs.
Our quick fix design used to provide users a simple way to cancel their flight online. It wasn't pretty, but it worked.
PHASE 1
A QUICK FIX
Before COVID and due to the typically low number of people requesting flight cancellations or refunds, eDreams had invested very little into providing tools online for customers to manage their bookings online. The only way customers could cancel or request a refund for their flight was to call us, which was a big cost to the company when covid hit.
We decided to implement a quick fix within our old manage my booking platform to reduce immediate costs and calls to eDreams. Users could submit a cancellation request or change a request to be picked up by a CS agent without having to call. Although the request was not immediate it worked to solve our business needs.
Our quick fix design used to provide users a simple way to cancel their flight online. It wasn't pretty, but it worked.
PHASE 1
A QUICK FIX
Before COVID and due to the typically low number of people requesting flight cancellations or refunds, eDreams had invested very little into providing tools online for customers to manage their bookings online. The only way customers could cancel or request a refund for their flight was to call us, which was a big cost to the company when covid hit.
We decided to implement a quick fix within our old manage my booking platform to reduce immediate costs and calls to eDreams. Users could submit a cancellation request or change a request to be picked up by a CS agent without having to call. Although the request was not immediate it worked to solve our business needs.
Our quick fix design used to provide users a simple way to cancel their flight online. It wasn't pretty, but it worked.
DEEPER INSIGHTS
MAPPING THE EXPERIENCE
After deploying our quick fix which bought us some additional time. We needed to have a clear understanding of how canceled flights and refunds worked across the company, to build the experience around them.
Before COVID there had been little documentation created within the company that explained how these processes worked, really it was just one person who had all the knowledge on this process. This was a pain point for us because to improve the experience we needed a way to visualise it.
We settled on using service blueprints as a way to communicate and document this information as it could display both front-end facing customer steps as well as the back-end processes. These were widely used later on within the company to keep the teams aligned.
DEEPER INSIGHTS
MAPPING THE EXPERIENCE
After deploying our quick fix which bought us some additional time. We needed to have a clear understanding of how canceled flights and refunds worked across the company, to build the experience around them.
Before COVID there had been little documentation created within the company that explained how these processes worked, really it was just one person who had all the knowledge on this process. This was a pain point for us because to improve the experience we needed a way to visualise it.
We settled on using service blueprints as a way to communicate and document this information as it could display both front-end facing customer steps as well as the back-end processes. These were widely used later on within the company to keep the teams aligned.
DEEPER INSIGHTS
MAPPING THE EXPERIENCE
After deploying our quick fix which bought us some additional time to build a full experience, we needed to have a clear understanding of how canceled flights and refunds worked across the company.
Before COVID there had been little documentation created within the company that explained how these processes worked, really it was just one person who had all the knowledge of this process, which was not ideal. This was a pain point for us because to improve the experience we needed a way to visualise it.
We settled on using service blueprints as a way to communicate and document this information because it could display both front-end facing customer steps as well as the back-end processes. These were widely used later on within the company to keep the teams aligned.
One of the many Service Blueprints we created for refund requests
One of the many Service Blueprints we created for refund requests
One of the many Service Blueprints we created for refund requests
REFRAMING THE PROBLEM
POORLY MANAGED CANCELLED FLIGHTS CAUSED ADDITIONAL USER PROBLEMS
The current way in which eDreams communicated and managed canceled flights and refunds, created many problems and led to increased customer service reliance and costs for the company.
Some of the problems included no visibility on the status of the flight, limited ability to cancel the flight online and request a refund which led to travelers having to wait long amounts of time on our phone service to get the request made.
" How might we provide an alternative option for canceled flights and refunds?
This begged the question, How might we provide an alternative option for canceled flights and travelers who didn't want refunds? Our proposal was Flight Credits as an alternative for travelers to manage their canceled flights.
REFRAMING THE PROBLEM
POORLY MANAGED CANCELLED FLIGHTS CAUSED ADDITIONAL USER PROBLEMS
The current way in which eDreams communicated and managed canceled flights and refunds, created many problems and led to increased customer service reliance and costs for the company.
Some of the problems included no visibility on the status of the flight, limited ability to cancel the flight online and request a refund which led to travelers having to wait long amounts of time on our phone service to get the request made.
" How might we provide an alternative option for canceled flights and refunds?
This begged the question, How might we provide an alternative option for canceled flights and travelers who didn't want refunds? Our proposal was Flight Credits as an alternative for travelers to manage their canceled flights.
REFRAMING THE PROBLEM
POORLY MANAGED CANCELLED FLIGHTS CAUSED ADDITIONAL COSTS
The current way in which eDreams communicated canceled flights and the available options for travelers to manage them, created many problems and led to increased customer service reliance and costs for the company.
Some of the problems included; no visibility on the status of the flight, and limited ability to cancel the flight online and request a refund which led to travelers having to wait long amounts of time on our phone service to get the request made.
" How might we provide an alternative option for canceled flights and refunds?
This begged the question, How might we provide an alternative option for canceled flights and travelers requesting refunds? Our proposal was Flight Credits as an alternative for travelers to manage their cancelled flights.
THE VISION
INTRODUCING FLIGHT CREDITS
In the new reality of COVID, flight credits allow you to easily manage your canceled flight across all of our platforms. Instead of having to wait a long amount of time for a refund, you can get a flight credit to be reused on your next flight. Your credit will live in your virtual wallet within the app and can be redeemed at any point.
THE VISION
INTRODUCING FLIGHT CREDITS
In the new reality of COVID, flight credits allow you to easily manage your canceled flight across all of our platforms. Instead of having to wait a long amount of time for a refund, you can get a flight credit to be reused on your next flight. Your credit will live in your virtual wallet within the app and can be redeemed at any point.
THE VISION
INTRODUCING FLIGHT CREDITS
In the new reality of COVID, flight credits allow you to easily manage your canceled flight across all of our platforms. Instead of having to wait a long amount of time for a refund, you can get a flight credit to be reused on your next flight. Your credit will live in your virtual wallet within the app and can be redeemed at any point.
THE VISION
ACCEPTING & REDEEMING YOUR CREDIT IS A BREEZE
Intiutive and self service tools allow you to be in control when you want to re-book your flight. Simply access your account and click on your stored flight credit to select new dates of travel. We take care of the rest.
THE VISION
ACCEPTING & REDEEMING YOUR CREDIT IS A BREEZE
Intiutive and self service tools allow you to be in control when you want to re-book your flight. Simply access your account and click on your stored flight credit to select new dates of travel. We take care of the rest.
THE VISION
ACCEPTING & REDEEMING YOUR CREDIT IS A BREEZE
Intiutive and self service tools allow you to be in control when you want to re-book your flight. Simply access your account and click on your stored flight credit to select new dates of travel. We take care of the rest.
THE VISION
YOUR DIGITAL WALLET MAKES IT ACCESSIBLE ON THE GO
Your flight credit is stored within your digital wallet. It can be accessed on the go and easily redeemed across all our different platforms for desktop, mobile web, and our iOS and Android apps.
THE VISION
YOUR DIGITAL WALLET MAKES IT ACCESSIBLE ON THE GO
Your flight credit is stored within your digital wallet. It can be accessed on the go and easily redeemed across all our different platforms for desktop, mobile web, and our iOS and Android apps.
THE VISION
YOUR DIGITAL WALLET MAKES IT ACCESSIBLE ON THE GO
Your flight credit is stored within your digital wallet. It can be accessed on the go and easily redeemed across all our different platforms for desktop, mobile web, and our iOS and Android apps.
HOW WE GOT THERE
USEFUL FOR EVERYONE EVERYWHERE
The three primary questions that drove my design strategy were:
How do we design for all the different flight scenarios and types of flights when users cancel their flight?
What is the context? How can it be used across all our platforms, desktop, mobile, & app?
What are the key moments that need to be established in the journey?
The experience of receiving and redeeming the flight credit typically started from an email or SMS notifying of a cancellation. I mapped out the user journey to understand better what steps travelers would have to go through to redeem the credit and what pages were most critical to the experience. The user journey was also helpful in discussions with different CS stakeholders.
HOW WE GOT THERE
USEFUL FOR EVERYONE EVERYWHERE
The three primary questions that drove my design strategy were
How do we design for all the different canceled flight scenarios and types of flights?
What is the context? How can it be used across all our platforms, desktop, mobile, & app?
What are the key moments that need to be established in the journey?
The experience of receiving and redeeming the flight credit typically started from an email or SMS notifying the traveler that this option was available to them after seeing that their flight had been canceled. We focused on educating the customer throughout the journey on the benefits of accepting the credit to entice customers into this option.
HOW WE GOT THERE
USEFUL FOR EVERYONE EVERYWHERE
The three primary questions that drove my design strategy were:
How do we design for all the different flight scenarios and types of flights when users cancel their flight?
What is the context? How can it be used across all our platforms, desktop, mobile, & app?
What are the key moments that need to be established in the journey?
The experience of receiving and redeeming the flight credit typically started from an email or SMS notifying of a cancellation. I mapped out the user journey to understand better what steps travelers would have to go through to redeem the credit and what pages were most critical to the experience. The user journey was also helpful in discussions with different CS stakeholders.
HOW WE GOT THERE
KEY SOLUTION ELEMENTS
After mapping the full user journey, I worked with the team and identified 3 important parts critical to the success of the project. Each part represented a key step in the user journey and was necessary to complete the process.
HOW WE GOT THERE
KEY SOLUTION ELEMENTS
After mapping the full user journey, I worked with the team and identified 3 important parts critical to the success of the project. Each part represented a key step in the user journey and was necessary to complete the process.
HOW WE GOT THERE
KEY SOLUTION ELEMENTS
After mapping the full user journey, I worked with the team and identified 3 important parts critical to the success of the project. Each part represented a key step in the user journey and was necessary to complete the process.
HOW WE GOT THERE
SETTING DESIGN PRINCIPLES
Before we dove into the design, we wanted to employ a series of design principles from the start. The company was using COVID to not only improve the self-service options across the platform but also to redefine its customer support presence. We held workshops to identify the principles that would guide our decisions while creating the product and to refer back to when discussing with stakeholders.
HOW WE GOT THERE
SETTING DESIGN PRINCIPLES
Before we dove into the design, we wanted to employ a series of design principles from the start. The company was using COVID to not only improve the self-service options across the platform but also to redefine its customer support presence. We held workshops to identify the principles that would guide our decisions while creating the product and to refer back to when discussing with stakeholders.
HOW WE GOT THERE
SETTING DESIGN PRINCIPLES
Before we dove into the design, we wanted to employ a series of design principles from the start. The company was using COVID to not only improve the self-service options across the platform but also to redefine its customer support presence. We held workshops to identify the principles that would guide our decisions while creating the product and to refer back to when discussing with stakeholders.
ACCEPTING THE CREDIT
ACCEPTING & REDEMING YOUR FLIGHT CREDIT
Getting the traveler to accept the flight credit vs requesting the full refund was one of our main challenges. We needed to make the flight credit seem more valuable than just getting a full refund because as a business model, we needed to keep users on our site. We prototyped and iterated on many different approaches to determine how best to communicate critical information to travelers.
ACCEPTING THE CREDIT
ACCEPTING & REDEMING YOUR FLIGHT CREDIT
Getting the traveler to accept the flight credit vs requesting the full refund was one of our main challenges. We needed to make the flight credit seem more valuable than just getting a full refund because as a business model, we needed to keep users on our site. We prototyped and iterated on many different approaches to determine how best to communicate critical information to travelers.
ACCEPTING THE CREDIT
ACCEPTING & REDEMING YOUR FLIGHT CREDIT
Getting the traveler to accept the flight credit vs requesting the full refund was one of our main challenges. We needed to make the flight credit seem more valuable than just getting a full refund, because as a business model needed to keep users on our site. We prototyped and iterated on many different approaches on how to communicate the critical information to to travelers.
Early iterations of the acceptance page
Early iterations of the acceptance page
Early iterations of the acceptance page
REMOTE USER TESTING
MEASURING WILLINGNESS TO ACCEPT A FLIGHT CREDIT
Since our user research lab had been shut down due to covid we quickly adapted to conducting our moderated user tests online. We recruited friends and family members to validate assumptions and test the end-to-end experience. From it all, we were able to uncover valuable insights for the full experience and incorporate them into the design before moving into development.
Ultimately we landed on a simplified solution that set the context and used various ux principles and retailing techniques to make it the favorable option.
REMOTE USER TESTING
MEASURING WILLINGNESS TO ACCEPT A FLIGHT CREDIT
Since our user research lab had been shut down due to covid we quickly adapted to conducting our moderated user tests online. We recruited friends and family members to validate assumptions and test the end-to-end experience. From it all, we were able to uncover valuable insights for the full experience and incorporate them into the design before moving into development.
Ultimately we landed on a simplified solution that set the context and used various ux principles and retailing techniques to make it the favorable option.
REMOTE USER TESTING
MEASURING WILLINGNESS TO ACCEPT A FLIGHT CREDIT
Since our user research lab had been shut down due to covid we quickly adapted to conducting our moderated user tests online. We recruited friends and family members to validate assumptions and test the end-to-end experience. From it all, we were able to uncover valuable insights for the full experience and incorporate them into the design before moving into development.
Ultimately we landed on a simplified solution that set the context and used various ux principles and retailing techniques to make it the favorable option.
CLEAR COMMUNICATION
OPEN TICKET, FLEXIBLE TICKET, FLIGHT CREDIT?
Content played an important role throughout the project, as we defined early on that any communications that were displayed to the travelers needed to anticipate any questions that may arise. We even went through different iterations of what it should be called, (flexible ticket, open ticket, flight credit)and how users would understand how to use it.
We set up a dedicated Slack channel with our content team to ensure not only consistency with our communications as other teams were working on similar customer support projects but also visibility to the team on the different problems we needed to solve content-wise throughout the experience.
CLEAR COMMUNICATION
OPEN TICKET, FLEXIBLE TICKET, FLIGHT CREDIT?
Content played an important role throughout the project, as we defined early on that any communications that were displayed to the travelers needed to anticipate any questions that may arise. We even went through different iterations of what it should be called, (flexible ticket, open ticket, flight credit)and how users would understand how to use it.
We set up a dedicated Slack channel with our content team to ensure not only consistency with our communications as other teams were working on similar customer support projects but also visibility to the team on the different problems we needed to solve content-wise throughout the experience.
CLEAR COMMUNICATION
OPEN TICKET, FLEXIBLE TICKET, FLIGHT CREDIT?
Content played an important role throughout the project, as we defined early on that any communications that were displayed to the travelers needed to anticipate any questions that may arise. We even went through different iterations of what it should be called, (flexible ticket, open ticket, flight credit)and how users would understand how to use it.
We set up a dedicated Slack channel with our content team to ensure not only consistency with our communications as other teams were working on similar customer support projects but also visibility to the team on the different problems we needed to solve content-wise throughout the experience.
THE LAUNCH
MVP DELIVERY & FINAL DESIGN
After a rapid couple of weeks, we were able to launch the early version MVP which allowed users to accept the flight credit and redeem it at a later point in time. It was an impressive achievement for the team given the transition to remote working as well as no previous platform to build upon.
We continued to launch various features that would accompany the experience, such as the Wallet feature in our native app which I collaborated with another designer to launch.
THE LAUNCH
MVP DELIVERY & FINAL DESIGN
After a rapid couple of weeks, we were able to launch the early version MVP which allowed users to accept the flight credit and redeem it at a later point in time. It was an impressive achievement for the team given the transition to remote working as well as no previous platform to build upon.
We continued to launch various features that would accompany the experience, such as the Wallet feature in our native app which I collaborated with another designer to launch.
THE LAUNCH
MVP DELIVERY & FINAL DESIGN
After a rapid 2 months we were able to launch the early version MVP which allowed users to accept the flight credit and redeem it at a later point in time. It was an impressive achievement for the team given the transition to remote working as well as no previous platform to build upon.
We continued to launch various elements that would accompany it such as the Wallet function that I collaborated with another designer to launch in our Native app.
Final Screens from the full project
Final Screens from the full project
Final Screens from the full project
IMPACT
POSITIVE RESULTS AND MUCH MORE TO DO
While the project greatly helped our customer service team as well as traveler’s with disrupted flights, it also became a big part of our post booking experience as we built out more features later on.
We were able to drastically reduce calls to customers service, as well as building a scalable design solution that we used later on in other flows. I learned a lot about working with a large group of stakeholders and to be able to work on a project that was very visible within the company.
65% Acceptance rate over requesting a full refund
45% Reduction in calls to customer service regarding flight cancellations
2.5% Increase in app downloads
A Scalable design that was later user for other processes across the company
IMPACT
POSITIVE RESULTS AND MUCH MORE TO DO
While the project greatly helped our customer service team as well as traveler’s with disrupted flights, it also became a big part of our post booking experience as we built out more features later on.
We were able to drastically reduce calls to customers service, as well as building a scalable design solution that we used later on in other flows. I learned a lot about working with a large group of stakeholders and to be able to work on a project that was very visible within the company.
65% Acceptance rate over requesting a full refund
45% Reduction in calls to customer service regarding flight cancellations
2.5% Increase in app downloads
A Scalable design that was later user for other processes across the company
IMPACT
POSITIVE RESULTS AND MUCH MORE TO DO
While the project greatly helped our customer service team as well as traveler’s with disrupted flights, it also became a big part of our post booking experience as we built out more features later on.
We were able to drastically reduce calls to customers service, as well as building a scalable design solution that we used later on in other flows. I learned a lot about working with a large group of stakeholders and to be able to work on a project that was very visible within the company.
65% Acceptance rate over requesting a full refund
45% Reduction in calls to customer service regarding flight cancellations
2.5% Increase in app downloads
A Scalable design that was later user for other processes across the company
For privacy reason I have removed actual metrics
For privacy reason I have removed actual metrics
For privacy reason I have removed actual metrics
NEXT PROJECT
