"User intent: Return home (from local airport) Desired result: Get home with minimal delay and additional cost User goals: Know the resolution and next steps User's emotional states: Surprise, stress, and frustration Organization goals: Deliver bad news clearly while minimizing user frustration and maintaining trust in the brand. Next, I brainstormed what the user might ask an airline staff in person: Why was the flight canceled? What are the resolutions? Will the flight be rearranged automatically, or do I need to rebook? When is the next available flight? If the wait is long, will accommodation be arranged?"
"I did a quick research on how airlines typically handle cancellations. To keep the scope simple, I followed how Cathay Pacific manages it, where the system automatically rebooks the flight for affected passengers. From there, I identified that the UI needs to handle two main states: Rebooking completed: user can view their updated flight details Rebooking in progress: user needs to wait for updates"
A traveler at the airport faces an abrupt flight cancellation caused by bad weather while waiting for the final leg home. The traveler wants to return home with minimal delay and cost, and seeks clear resolution steps. Emotions include surprise, stress, and frustration. The airline aims to deliver the cancellation message clearly, reduce frustration, and maintain trust. Typical passenger questions include reasons for cancellation, rebooking details, next-available flights, accommodation, refunds, insurance claims, and checked-luggage retrieval. A simple UI approach handles either automatic rebooking completed or rebooking-in-progress with clear next actions.
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