Aeromexico Distrupted Flight Center

Team

3 UX Designers, 2 Product Managers, 2 Visual Designers, 1 Content Strategist

Timeline

Jan - Aug 2023

Team

2 UX Designers, 1 PM, 1 Strategiest, 2 Visual Designers

Timeline

Sep - Dec 2024

Overview

My role

I led the concept and production design of the Disrupted Flight Center in the Aeromexico app, allowing users to rebook flights, manage compensation claims, and arrange accommodations like hotels and transportation.

I presented the initial UX concept to the client and secured leadership buy-in by. I then took ownership of fleshing out all screens, variations, and refining the details.

My role

I presented the initial UX concept to the client and secured leadership buy-in by. I then took ownership of fleshing out all screens, variations, and refining the details.

Outcome

The new experience is currently in development, with a planned launch in mid 2025. This solution is expected to alleviate pressure on the support center and deliver cost savings for Aeromexico.

Self-service solutions from similar airlines have reported cost reductions of 15–30% in customer support expenses.

Link to Aeromexico app

Outcome

The new experience is currently in development, with a planned launch in mid 2025. This solution is expected to alleviate pressure on the support center and deliver cost savings for Aeromexico.

Self-service solutions from similar airlines have reported cost reductions of 15–30% in customer support expenses.

Link to Aeromexico app

Instant resolution for all disrupted flights

No more long hold times with customer support—resolve disrupted flights independently in the app.

One centralized hub

Easily book hotels, transportation and other accommodations in one place.

Not traveling alone?

Got that covered too! Easily add friends and family to your accommodations.

The Problem

How might we create a single in-app hub for all IROP information and resolutions?

Irregular Operations (IROPs) are an unavoidable part of air travel. When they occur, Aeromexico customers often face frustration due to:

Long wait times to reach support
Difficulty finding refund and compensation options
Manual processes, such as emailing receipts to claim compensation

How might we create a single in-app hub for all IROP information and resolutions?

Irregular Operations (IROPs) are an unavoidable part of air travel. When they occur, Aeromexico customers often face frustration due to:

Long wait times to reach support
Difficulty finding refund and compensation options
Manual processes, such as emailing receipts to claim compensation

USER FLOW OPTIONS

Mapping user flow by understanding Aeromexico's IROPs constraints

Mapping Aeromexico’s IROPs user flow required working within specific operational constraints. After analyzing these limitations, I explored two potential solutions, both met the requirements.

Mapping user flow by understanding Aeromexico's IROPs constraints

Mapping Aeromexico’s IROPs user flow required working within specific operational constraints. After analyzing these limitations, I explored two potential solutions, both met the requirements.

Option A :
Providing a full view of all possible accommodations enhances transparency but may lead to frustration if they turn out ineligible.

Option B (selected):
Nudging customers to rebook first streamlines the process but may cause uncertainty about next steps or accommodations.

HAPPY PATH DESIGN & ITERATIONS

Leveraging visual cues to hint at what’s coming next

I explored different ways to set clear expectations for the next steps. I moved forward with the icon option for its intuitive recognition, clarity, and space efficiency.

Leveraging visual cues to hint at what’s coming next

I explored different ways to set clear expectations for the next steps. I moved forward with the icon option for its intuitive recognition, clarity, and space efficiency.

Refining the happy path

I refined all accommodation booking flows, ensuring clarity and efficiency across hotel reservations, transportation, and meal vouchers.

Refining the happy path

I refined all accommodation booking flows, ensuring clarity and efficiency across hotel reservations, transportation, and meal vouchers.

Addressing Diverse Travel Needs

Not traveling alone? Adding more guests to accommodations

I also designed the option to add more guests to accommodations, as more than half of Aeromexico customers travel with family and friends.

Not traveling alone? Adding more guests to accommodations

I also designed the option to add more guests to accommodations, as more than half of Aeromexico customers travel with family and friends.

Adapting to local airport conditions

I designed a taxi voucher option to accommodate locations where Uber isn’t available, ensuring a smooth and reliable experience for all customers.

Adapting to local airport conditions

I designed a taxi voucher option to accommodate locations where Uber isn’t available, ensuring a smooth and reliable experience for all customers.

Determining entry points for seamless journeys

For better engagement and a seamless experience, I defined the IROP center's display duration, optimized entry points with tailored messaging, and designed post-IROP compensation access.

Determining entry points for seamless journeys

For better engagement and a seamless experience, I defined the IROP center's display duration, optimized entry points with tailored messaging, and designed post-IROP compensation access.

impact

Empowering customers and maximizing cost savings

Self-service IROPs solutions empower customers to handle rebooking, accommodations, and compensation independently. Research showing that digital self-service can lower costs by up to 75% and dramatically decrease wait times.

Empowering customers and maximizing cost savings

Reflection

Navigating complexity through prioritization and collaboration

When navigating complex scenarios with many variations, I learned to prioritize mapping the main flow or 'happy path' first before tackling edge cases individually.

I also realized that talking to others is incredibly helpful. Explaining my work to different people not only allowed me to gain new perspectives but also helped me rethink and improve my ideas along the way.

Navigating complexity through prioritization and collaboration

When navigating complex scenarios with many variations, I learned to prioritize mapping the main flow or 'happy path' first before tackling edge cases individually.

Team

Timeline

Category

Team

Timeline

Category

Overview

My role

My role

Outcome

Outcome

Instant resolution for all disrupted flights

Instant resolution for all disrupted flights

Instant resolution for all disrupted flights

One centralized hub

One centralized hub

One centralized hub

Not traveling alone?

Not traveling alone?

Not traveling alone?

The Problem

How might we create a single in-app hub for all IROP information and resolutions?

How might we create a single in-app hub for all IROP information and resolutions?

USER FLOW OPTIONS

Mapping user flow by understanding Aeromexico's IROPs constraints

Mapping user flow by understanding Aeromexico's IROPs constraints

HAPPY PATH DESIGN & ITERATIONS

Leveraging visual cues to hint at what’s coming next

Leveraging visual cues to hint at what’s coming next

Refining the happy path

Refining the happy path

Addressing Diverse Travel Needs

Not traveling alone? Adding more guests to accommodations

Not traveling alone? Adding more guests to accommodations

Adapting to local airport conditions

Adapting to local airport conditions

Determining entry points for seamless journeys

Determining entry points for seamless journeys

impact

Empowering customers and maximizing cost savings

Empowering customers and maximizing cost savings

Reflection

Navigating complexity through prioritization and collaboration

Navigating complexity through prioritization and collaboration

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