A simple solution for missed flights.
Frequent flyers and occasional travelers have a couple things in common, from frustrations with TSA security to using a complicated rewards system. The most troublesome of all issues come from a missed or canceled flight.
The next question that’s always asked is, “What now?”. If you’re lucky, your airline will put you on the next flight out. However, you’re more likely to book a hotel or do some urban camping at airport, and no one likes that.
Design a beneficial next step report for travelers caught in a stressful situation between a missed flight and camping at the airport. Utilizing available information, Breez generates a summarized list of flights, hotels, and suggested transportation for the user to simply adjust their itinerary based on their needs and all available options.
Canceled flights are the worst! I designed a solution to improve that experience by delivering value and a sense of security in one notification– informing the user on flight changes and assembling an updated list of potential flights to catch.
The most important aspect of traveling are your documents. I wanted to create a fast and user-friendly registration process that did all the work for the user.
For the frequent flyers, some routes are more consistently flown than others. I designed a dashboard to combine repeated flights and frequent flyer mileage information.
Product Design, Brand & Branding
September 2019 / 3.5 Months
Strategy & Ideation, Brand Development, User Interviews & Surveys, Personas, Competitive Analysis, User Journeys & Stories, Sketches, Wireframes, Hi-Fidelity Prototyping, and User Testing
Breez saves time by streamlining the flight booking process by combining all the necessary information in one location. Booking a frequent flight should be as seamless as reordering your favorite pizza.
Research the flight booking arena, validate a real problem, and design a user experience that solves it.
Improve brand loyalty.
Adopt new users.
Make airline rewards easy to use and understand.
Aggregate frequent flyer accounts.
Provide users with potential next steps for missed or delayed flights.
Travelers who want to utilize their reward miles and see updated flight information at a glance.
Users manage their boarding passes via email and Apple wallet or similar document organizing apps.
Travelers are always updated with information regarding their flight, baggage, and travel time.
Travelers have an understanding of airport navigation and signs are easy to follow.
I went on a mission to test the validity of my assumptions.
It’s very easy to get lost in the airport, and my digital boarding pass doesn’t always update with the gate information.
- Eriq
Notifications are key. Notify me when my gate is changed, notify me when my flight is delayed, notify me about everything.
- Dan
After getting off a long flight, I want to know where to go at a glance, without having to figure it out myself.
- Dale
Users manage their boarding passes via email and Apple wallet or similar document organizing apps.
Travelers are always updated with information regarding their flight, baggage, and travel time.
Travelers have an understanding of airport navigation and signs are easy to follow.
Users had issues with loading boarding passes in airline apps and with finding information about their flight. Users would rather have an offline option or a printed physical copy.
Lack of notification from airlines about updated status on flight times, baggage information, and gate changes.
Travelers find navigating airports to be stressful. Signage can be intimidating or confusing for international travelers. Gate directions can be misleading.
Business owner
College education
Budget conscious
Travels for business and fun
Tech savvy
Always on the phone
Obsessed with work
Likes to travel with friends
Frequent flyer information
Notifications for status updates
Easier mobile booking
Reduce info input
Utilizing the reward system
Seeing total flight mileage
Maximizing reward points
Comparing lowest priced fare
Senior level management
Seasoned business traveler
Loves traveling in general
Rides motorcycles on weekends
Not especially tech savvy
Enjoys outdoor activities
Explores new cultures
Dislikes the logistics of travel
Easy way to navigate airport
Improved checkout experience
Offline boarding pass
Updated transfer information
Timezone changes
Missed connecting flights
International transfer for USA
Policy limitations for int’l travel
Office manager
Enjoys a good vacation
Weekends are usually for kids
Likes to create itineraries
Enjoys family time
Likes to travel
Not a fan of planning process
Likes the beach
More inclusive airlines list
Low price, direct flights
Activities for kids
Uses TripAdvisor to plan
Researching for at trip
Planning an itinerary with kids
Simplified app experience
Alerts for flight related issues
Business owner
College education
Budget conscious
Travels for business and fun
Tech savvy
Always on the phone
Obsessed with work
Likes to travel with friends
Frequent flyer information
Notifications for status updates
Easier mobile booking
Reduce info input
Utilizing the reward system
Seeing total flight mileage
Maximizing reward points
Comparing lowest priced fare
Senior level management
Seasoned business traveler
Loves traveling in general
Rides motorcycles on weekends
Not especially tech savvy
Enjoys outdoor activities
Explores new cultures
Dislikes the logistics of travel
Easy way to navigate airport
Improved checkout experience
Offline boarding pass
Updated transfer information
Timezone changes
Missed connecting flights
International transfer for USA
Policy limitations for int’l travel
Office manager
Enjoys a good vacation
Weekends are usually for kids
Likes to create itineraries
Enjoys family time
Likes to travel
Not a fan of planning process
Likes the beach
More inclusive airlines list
Low price, direct flights
Activities for kids
Uses TripAdvisor to plan
Researching for at trip
Planning an itinerary with kids
Simplifed app experience
Alerts for flight related issues
A deep dive into the competitors would further allow me to properly position Breez for the flight booking market.Through my research, Ifound that many users were dissatisfied with airline applications.
From a business perspective, this carves out a niche market as a point of attack. Creating a simplified booking process and allowing users to apply mileage points as discounts toward their flights will benefit the budget conscious travelers. Designing a one-time onboarding process for travel documents will increase customer retention.
Very easy to search for flights
Very easy to book flights
Very easy to book frequently flown routes (takes seconds to book a flight)
Convenient for users who travel to the same city often
Easy to change flights
Straight forward user interface
Doesn’t show multiple airports for price comparison
Flights naturally sort from earliest flight (regardless of flight time or layovers)
Uncertain what mileage accumulation is for
Sorting filters can be confusing
Allow users to see different airports for comparison
Allow users to see costs for flexible dates
Provide an explanation for cost difference per flight
Showing multiple airlines when booking
Price focused companies
Flight comparison across multiple airlines
Easy to search flights
Shows multiple price comparisons for as many as 90 days ahead of your trip
Allows users to “watch flights” which notifies users for price drops
Friendly user interface
Limited filter options
App progression is slow
Limited airlines
Too many steps to book flight
Not well organized
Overwhelming amount of information
Increase filter options
Filter by less than X amount of money instead of X+ because it ends up becoming a long list
Decrease steps to book flight
Add max price filter option
Create a better solution for information hierarchy
Competitor that allows users to filter based on max price
Simplify the date selection process
Competitor that can simplify the booking process
Frequent flyers and occasional travelers have a couple things in common, from frustrations with TSA security to using a complicated rewards system. The most troublesome of all issues come from a missed or canceled flight.
The next question that’s always asked is, “What now?”. If you’re lucky, some airlines put you on the next flight out. However, you’re more likely to book a hotel or do some urban camping at airport- and no one likes that.
Design a beneficial next step report for travelers caught in a stressful situation between a missed flight and camping at the airport. Utilizing available information, Breez generates a summarized list of flights, hotels, and suggested transportation for the user to simply adjust their itinerary based on their needs and all available options.
After analyzing my competitors, I moved forward with sketching out a solution for my problem.
When introducing some potential users to the concept, most people preferred the card view.
Through a few iterations and user testing, I was able to pinpoint what my users considered the most important features.
In addition to the feedback from user testing, I designed a flow that allowed users to ease into the app with a functional onboarding process that reduced potential human error and expedited future flight booking.
Having finalized the design direction, I moved on to focus on three main goals: functional onboarding, airline selection and next-step solutions.
Using a chat interface without an option to type a message interrupted users during the onboarding process
I added a messaging box with an additional note to inform the users things they can search.
Also, using a white background increased the readability of the messaging interface.
The initial homepage of the app has no clear call to action. Users didn’t know what to click and ended up clicking away from main CTA.
I created a user funnel by designing a placeholder card for users to understand what would actually appear.
From there, I made a clear CTA for users to continue their user journey.
It is already stressful enough to miss a flight. Using a big red banner was adding fuel to the fire.
Lightening up the overall design may alleviate some potentially stressful situations when traveling.
I also designed a next-step solution for the user in situations such as missed or canceled flights.
Breez was a project that thoroughly helped me become a better designer, in terms of both UI and UX. I learned all the critical steps of the UX design process, from conducting research interviews and synthesizing data to market research and validating real design problems.
One of my biggest takeaways as a designer was learning to test a concept and validate the design. When I thought my designs solved a user experience problem, my testers would correct me many times over throughout the design process.
