"Context Understanding 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."
"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? Can I get a refund? Can I claim travel insurance? How do I retrieve my checked luggage?"
"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 flight cancellation due to bad weather requires immediate, clear communication that prioritizes getting passengers home with minimal delay and cost. The notification should apologize, state the cancellation reason, and present available resolutions including automatic rebooking, refunds, or alternative routing. The app UI should support two states: rebooking completed with updated flight details and check-in guidance, and rebooking in progress with expected wait time and contact options. The message should address accommodation, baggage retrieval, insurance claims, and provide empathetic, concise guidance to preserve trust and reduce passenger stress.
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