UX/UI design for a leading U.S. Airline
Empowering travelers with guided autonomy on flight day
We partnered with a leading U.S. airline to redefine the airport experience for a 2027 launch. I led market research, rapid ideation, and prototyping to create solutions that merge human empathy with digital efficiency, providing passengers with reassurance and control when they need it most.
All proposals follow a debranded design system per agreement.
Duration
12 Weeks
Collaborators
Eva Ford
Ramya Ramaswamy
Lauren Harrington
01
Deliverables
Detour Mode replaces outdated cancellation management and accommodation inquiry processes during IROPS (Irregular Operations) with a proactive and efficient mobile app feature, reducing passenger stress while alleviating the workload of Customer Service Agents (CSA).
Paired with enhanced flight day features, the platform offers "2 Steps Ahead Guidance"—providing comprehensive support that covers travel planning, TSA wait time estimates, and in-airport navigation for assistance, stores, and amenities. This preventative solution helps minimize the likelihood of passengers needing CSA support in the first place.
How we get here?
02
Discover
We conducted interviews with passengers, CSAs, and airport managers to uncover both the strengths and pain points in their travel and service experiences.
Market research___TO Do
03
Synthesize
Using the AEIOU framework (Activities, Environments, Interactions, Objects, Users), we distilled our observations into actionable insights. This analysis revealed underlying patterns in passenger behavior and operational challenges, leading to valuable findings that informed our design decisions, which will be discussed in detail later.
04
Key Tensions
We identified three critical tensions that define the passenger experience during disruptions:
05
Opportunity & Persona
To address the key tensions uncovered in our research, we aim to create solutions that tackle practical challenges, offer emotional reassurance, and empower passengers with clarity and control.
Meet Michelle, a traveling mom juggling family logistics and unexpected hurdles:
06
Brainstorm
With Michelle’s challenges in mind, we initiated brainstorming sessions using the Crazy 8s method. This helped us rapidly generate ideas, focusing on solutions tailored to her needs.
07
Developing Key Concepts
For our midterm review with the client, we refined three standout concepts into storyboards and prototypes, chosen for their potential impact, feasibility, and value.
Concept 1 Virtual Accommodation Hub
Waiting creates worry.
Passengers feel a loss of control when stranded in uncertainty. Long lines to manage accommodation amplify anxiety, leaving travelers desperate for guidance and reassurance.
How Might We…
...give passengers a sense of control and immediate solutions when faced with flight cancellations?
Concept 1 Storyboard & Prototype:
08
Client Feedback & Iterate
Clients loved all three concepts:
Virtual Accommodation Hub tackled IROPs head-on.
Flight Day Mode elevated the overall airport experience.
Virtual Agent offered rich insights but needed design refinement.
We merged the first two ideas, focusing on IROPs and weaving in emotional support from the Accommodation Hub—creating a comprehensive, user-first solution.
09
Onward
Our concept is still in usability testing—stay tuned for the full case study release in early March.
Appreciate the Scroll