FOCUS:
UX/UI DESIGN
SCOPE:
APP REDESIGN
United Airlines App Redesign
OVERVIEW
Redesigned the United Airlines app to make booking simple, fast, and accessible, creating a smoother flow that aims to build trust, reduce drop-offs, and drive loyalty.
MY ROLE
SKILLS
DURATION
TOOLS
RESEARCH
⌖ The Goal: To find out how people book flights on the United Airlines app and what makes that experience confusing or frustrating.
↳ Part 1: Proven UX Research
Before diving into interviews, I reviewed existing research to understand common pain points across airline booking apps and see if United's issues matched broader industry trends.
Research showed that users often abandon bookings during complex flows with unclear progression. Information hierarchy and navigation clarity were consistently cited as major friction points across airline apps.
↳ Part 2: Interviews
I interviewed a diverse group of users, including older adults, frequent travelers, and experienced digital users. We discussed how they navigate the app, which tasks matter most to them, and where they experience friction.
To avoid confirmation bias, I asked open-ended questions that didn't lead participants toward specific answers. I asked them to walk me through recent booking experiences, describe moments of friction in their own words, and show me how they actually navigated the app.
↳ Part 3: Key Pain Points
Interview results revealed three critical friction points that directly impact both user experience and business outcomes:
