Reimagining the future of flying;
Approving Irregular Opporations

Sponsored by Southwest Airlines

7 minute Read

Reimagining the future of flying;
Approving Irregular Opporations

Sponsored by Southwest Airlines

7 minute Read

Project Type: Team Project, Interaction Design

Role: User Researcher and Designer

Collaborators: Ramya Ramaswamy, Lauren Harrington, & Hao Wang

Tools: FigJam, Figma

Duration: Q1 2025

•ᴗ• Jump To Section

1 Problem
2 Solution
3 Research
4 Ideations
5 Final Prototype

Travel planning is quite the hassle.

Travel planning is quite the hassle.

As a mother of three, Michelle begins preparing months ahead of time.

As a mother of three, Michelle begins preparing months ahead of time.

Feature title.

Feature description.

Feature title.

Feature description.

Uncertainty leads to frustration.

At the gate, Michelle learned her flight was canceled. Unsure what to do, she joined the crowd heading to a customer service agent.

Waiting creates worry.

When my flight was canceled, I felt stuck and out of control. The long lines for accommodations only made me more anxious, I just wanted clear guidance.

THE CHALLENGE

Increase customer autonomy and employee efficiency in gate areas during canceled and delayed flights.

Increase customer autonomy and employee efficiency in gate areas during canceled and delayed flights.

THE HIGH-LEVEL GOALS THAT DEFINED OUR DESIGN

  1. Connect People to what’s important in their lives through friendly, reliable, low-cost air travel

  2. Preserve Southwest’s award-winning hospitality

The Solution

Resolving delays and cancellations with Reroute Ready

Resolving delays and cancellations with Reroute Ready

Resolving delays and cancellations with Reroute Ready

A mobile feature that guides passengers through airports with step-by-step navigation and provides instant hotel and meal vouchers during cancellations—eliminating wait times, confusion, and stress.

Accommodations

Accommodations

Accommodations

Reroute Ready recognizes that cancellations disrupt passengers’ plans and add unnecessary stress. The app makes it simple for travelers to access hotel and meal vouchers instantly, helping them take control and move forward with confidence.

Reroute Ready eases the stress of cancellations by giving travelers instant access to hotel and meal vouchers, helping them move forward with confidence.

Airport Amenities

Airport Amenities

Airport Amenities

From family lounges to restaurants and play areas, this feature highlights what’s nearby and helps travelers find exactly what they need during delays.

Reroute Ready eases the stress of cancellations by giving travelers instant access to hotel and meal vouchers, helping them move forward with confidence.

Transportation Guide

Transportation Guide

Transportation Guide

Helps passengers find pickup points with clear walking directions and provides live details on shuttles, rideshares, and transfers.

Reroute Ready eases the stress of cancellations by giving travelers instant access to hotel and meal vouchers, helping them move forward with confidence.

Reimbursement

Reimbursement

Reimbursement

Reroute Ready pre-fills the information Michelle has already provided when she booked her flight. Now, she can fill out the accommodation form faster than ever and select preferences that meet her family’s needs.

Reroute Ready eases the stress of cancellations by giving travelers instant access to hotel and meal vouchers, helping them move forward with confidence.

The Research

Understanding The Problem

To understand the problem, we went straight to the source—the airport. Fortunately, and unfortunately, we witnessed flights being canceled in real time, which allowed us to jump in line and interview distressed and anxious flyers about their experiences.

From analyzing 50+ qualitative data points, we identified three core concepts.

… after stakeholder meetings, we decided to combine the first 2 concepts.

Crazy 8 sessions to start developing concepts!

My favorite ideation activity!

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.

Concept 2 | Flight Day Mode

Confusion leads to frustration.

⚲ Passengers face evolving challenges throughout their journey and need simple, intuitive solutions to bridge knowledge gaps and reduce frustration.

Bridging the gap between disruption and resolution
Bridging the gap between disruption and resolution

When plans break down, Reroute Ready steps in to restore confidence and keeps Michelles journey moving.

When plans break down, Reroute Ready steps in to restore confidence and keeps Michelles journey moving.

Peace of mind starts before arrival

Peace of mind starts before arrival

Real-time TSA updates help passengers avoid uncertainty, reduce stress, and arrive at their gate with confidence.

Instant rebooking

A canceled flight no longer means panic. With automatic rebooking and accommodations in-app, passengers feel cared for and back in control.

Immediate Support.

Passengers receive hotel, meal, and transportation vouchers within moments. No waiting, no uncertainty all directly from their mobile app.

Nearby amenities

During delays, passengers can instantly see restaurants, lounges, and family spaces near their gate, turning wait time into downtime.

Thanks for visiting my case study!

Thanks for visiting my case study!

Check 0ut the interactive Prototype below!

Check 0ut the interactive Prototype below!

Reroute Ready Prototype

to navigate prototype

to restart

Next Project

Interaction Practicum; Therapist and client communication tool

Interaction Practicum; Therapist and client communication tool

Reroute Ready Prototype

to navigate prototype

to restart

Bridging the gap between disruption and resolution

When plans break down, Reroute Ready steps in to restore confidence and keeps Michelles journey moving.

Peace of mind starts before arrival

Peace of mind starts before arrival

Real-time TSA updates help passengers avoid uncertainty, reduce stress, and arrive at their gate with confidence.

Instant rebooking

A canceled flight no longer means panic. With automatic rebooking and accommodations in-app, passengers feel cared for and back in control.

Immediate Support.

Passengers receive hotel, meal, and transportation vouchers within moments. No waiting, no uncertainty all directly from their mobile app.

Nearby amenities

During delays, passengers can instantly see restaurants, lounges, and family spaces near their gate, turning wait time into downtime.