DESIGNING FOR BRAINSTATION CAPSTONE
Built UI design system and designed end-to-end flow to simplify travel disruptions
Project
Rebooked (BrainStation UX Bootcamp Capstone)
Role
UX/UI Designer
(Interviews, Usability Tests, Journey Maps, Wireframes, Prototyping, Branding, Logo)
Timeline
10 weeks (Jul 2024 - Sep 2024)
IN A NUTSHELL…
I designed a solution to efficiently manage travel disruptions
"Rebooked" was my Capstone project for the UX Design Diploma at BrainStation, developed to solve a global issue: the disruption caused by flight delays.
Using the Double Diamond Design Process, I designed an iOS mobile app that helps travelers manage personal bookings and arrangements, offering practical support to reduce the financial and emotional burden of flight delays and make rebooking easier.
THE INCONVENIENCE OF REBOOKING
I interviewed travelers and found that they feel frustrated when left without assistance after flight disruptions
In 2024, Crowdstrike's impact on airports worldwide led to the cancellation of thousands of flights, leading travelers to navigate the fallout on their own (Global News).
I conducted 1-on-1 interviews with affected travelers. These conversations highlighted the need for solutions that alleviate the financial and emotional strains travelers face in such situations. Travelers struggle with quickly rescheduling reservations and want to avoid the hassle of contacting multiple providers separately.
THE QUESTION
How might we help travelers efficiently manage bookings and arrangements affected by flight delays and disruptions?
PERSONA
Meet Chris, the organized planner
As a frequent traveler for work and leisure, Chris loves exploring new destinations but often faces disruptions from flight delays. His busy schedule makes him value efficiency and reliability.
Pain Point: Experiences stress and financial strain due to insufficient support during delays.
Behavior: Checks flight statuses to stay informed and manage changes quickly.
Motivation: Wants timely communication and robust support to handle disruptions smoothly.
While it's important to acknowledge that Chris' most intense emotional response occurs when he first learns about the flight delay, my focus is on the subsequent steps he takes to manage the disruptions made to his itinerary.
"I feel helpless when flights are delayed. I have to manage the financial and logistical mess on my own without proper support from the airline."
FROM LO-FI TO MID-FI
I explored solutions for a streamlined booking flow
I drew inspiration from other travel and booking apps to develop initial sketches for a clear, unified booking view. These sketches evolved into mid-fidelity wireframes and a prototype, which I refined based on feedback from usability testing.
USABILITY TEST RESULTS
I conducted two rounds of usability testing
Across two rounds with 5 participants each, users generally felt comfortable with the interface as it resembled familiar travel and booking apps.
👁️ Users found the auto-suggestion feature unclear and had trouble noticing it.
🤸♂️ Users preferred to edit or cancel their chosen hotel rather than compare alternatives.
✅ Users wanted to see all changes reflected and confirmed, ensuring their rebooking was complete.
REVISED TASK FLOW
I simplified the booking modification process
I streamlined the task flow based on feedback, reducing user decisions and simplifying the process, making it easier for users to modify bookings quickly.
BRANDING
I crafted a brand that empowers and that people can trust
The brand aims to reduce stress with intuitive tools for seamless rebooking. I explored various UIs of similar apps and examined typography that conveys a supportive and user-friendly experience.
DESIGN SYSTEMS
I created a design system Tarmac from scratch
Creating a design system was essential for maintaining consistency across the app.
PROJECT OUTCOMES
I finalized the high-fidelity wireframes and prototype
With each round of usability testing, user confusion noticeably decreased. While flight delays are unavoidable, my design helps reduce stress and offers reliable support during disruptions, making travelling smoother and easier to manage.
NEXT STEPS
Scaling the product beyond mobile
While most users perform tasks on mobile, they prefer the web for more complex actions. The web version could greatly enhance accessibility and usability, giving travelers the flexibility to manage disruptions in the way that suits them best.
LEARNINGS
Listen to the users + continue to iterate
Conducting interviews with travelers who had firsthand experience with disruptions revealed critical insights that went beyond my initial assumptions, ensuring my solution would address real user needs.
Usability testing across two design iterations then highlighted what worked well, where users struggled, and common interaction patterns from other travel apps. Each round of feedback allowed me to refine the design further, focusing on making the booking flow intuitive and task-centered rather than navigating the interface itself.