Southwest Airlines
Duration
January - March 2025
Leveraged Skills
Tools
Figma
Adobe CC
Contributions
Johnny Chen
Susan Ni
Steven Xiao
'00. Details
In collaboration with Southwest Airlines, I worked with my team to refine the user experience across the company's app and key service touchpoints. Final deliverables included high-fidelity prototypes and strategic concepts to Southwest.
This is an abridged study. Please reach out for more details.
01. Field Research
Your flight got canceled!
On January 21, a sudden snowstorm caused major flight cancellations, grounding thousands across the Midwest.
That same day, our team conducted field research at Midway International Airport, observing and interviewing passengers (PAX) and customer service agents (CSAs).
02. Insights
Current State Journey
PAX asked to deboard
CSA announces cancellations
PAX talks to CSA for refund & get checked bag
03. The Problem
Significant increase CSA workload → CSAs repeated the same info to every customer
04. Ideation
Identifying key needs of PAX and CSAs
Mapping a better future experience
05. Design
Designing for certainty amid disruptions
I designed a future-state experience that prioritizes reducing strain on CSAs while helping travelers feel informed and in control. By clearly explaining IROP causes and surfacing alternative options upfront, the system empowers passengers to make confident, self-directed travel decisions.
Proactive
weather alerts
Keeps passengers informed and confident by clearly explaining why their flight is impacted through graphics and text.
Weather map
Gives passengers a view of forecasted weather through dynamic graphs so they can understand flight impacts at a glance. “Update Itinerary” option empowers users to adjust plans on their own.
05. Last food for thought
Reflections
Our design proactively keeps passengers informed during IROPs, easing confusion and reducing the workload for CSAs. By providing clear, transparent updates, travelers gain a sense of control and confidence to make their own decisions.