"To begin, I mapped out the situation to understand what both the user and organization aim to achieve. 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."
"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 an airport experiences an abrupt flight cancellation due to bad weather while waiting for the last leg home. The traveler wants to return home with minimal delay and cost and needs clear information about next steps. Emotions include surprise, stress, and frustration. The airline aims to deliver the bad news clearly, minimize passenger frustration, and maintain brand trust. Typical airline handling includes automatic rebooking. The UI must support two main states: confirmed rebooking with updated flight details, and rebooking-in-progress requiring the passenger to wait for updates and instructions.
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