Flight Centre
Changing Your Flight Without Calling Anyone
TEAM
UX Researcher
Business Analyst
Product Manager
Engineer
ROLE
UX Designer
End to End Design
User Research
TOOLS
Figma
Miro
Full Story
User Testing
YEAR
March 2024 - July 2024
SUMMARY
Changing your flight through self service
In 2024, Flight Centre challenged me to tackle one of the most common and frustrating customer requests, changing a flight. My goal was to create a fully self-serve digital experience that gives travelers control over their bookings. The result was an end-to-end flight change flow that simplifies complex processes, empowers users, and reduces reliance on agents.
PROBLEM
Flight Changes Were Manual, Slow, and Agent-Dependent
Flight Centre customers couldn’t change their flights online. Every request required calling an agent, leading to long wait times, high call volumes, and unnecessary friction during an already stressful moment for travelers.
SOLUTION
Empowering Travelers to Change Flights on Their Own
I designed an end-to-end self-serve flight change experience that allows users to sign in, manage their booking, select new flights, understand fare differences, and complete checkout—reducing reliance on agents while giving customers control over their travel plans.
The solution empowered customers to self-serve flight changes, reduced the need for agent support, and transformed a high-friction, manual process into a scalable digital experience. Here are some feature flows:
RESEARCH + LISTENING + LEARNING
Insights Drove a User-Friendly, Phased Flight Change Flow
Flight changes were a major pain point, but users weren’t ready to self-serve blindly. I aligned with stakeholders and analyzed business data to confirm the problem and define realistic timelines.
Through interviews with travelers (18–60+), I mapped complex workflows and uncovered a clear insight: users wanted less friction, not more work.
These insights led to a phased rollout that supports both single and multiple-flight changes. In multi-leg trips, users can only change one leg at a time, balancing flexibility with a user-friendly, clear experience. The research informed product scope, design decisions, and design-system standards.
DESIGNING WITH PRECISION
Data-Driven Designs That Guide Users Confidently
Every design decision was guided by user insights and business data. I worked closely with developers through daily build reviews to ensure the interface was functional, intuitive, and aligned with complex workflows. Navigation and interactive elements were simplified for clarity, reducing user errors and cognitive load.
To build trust and reduce risk, I added clear labels and real-time tools, including a progression bar and summary preview after flight change giving users confidence and transparency throughout the flight change process.
LAUNCH + IMPACT
Launched a Flexible, UX Flight Change Experience That Reduced Support Load
By end of summer 2024, the new self-serve flight change feature went live, allowing users to change single or multiple flights with clarity and confidence. Real-time tools and simplified flows reduced friction and empowered travelers to manage their bookings independently. Early adoption exceeded expectations, decreasing call center volume and positioning Flight Centre as a more modern, user-friendly platform.
OUTCOME
Self-Serve Flight Changes Reduced Agent Calls by 33%
CONCLUSION
Delivering Measurable Impact Through Thoughtful UX
Leading the flight change redesign at Flight Centre was a rewarding challenge. The end-to-end self-serve experience empowered travelers, reduced friction, and cut agent calls by 33%, showing measurable impact. Navigating complex workflows and diverse user needs made this a journey of creativity and growth in digital travel.