FOCUS:
UX/UI DESIGN
SCOPE:
APP REDESIGN
United Airlines App Redesign
about.
problem:
Booking through the United Airlines App is overwhelming and hard to navigate for users of all ages.
solution:
Simplify and improve the United Airlines app booking experience, making it intuitive, inclusive, and accessible for users of all ages, languages, and tech abilities.
research.
Understanding the Problem
To uncover the app’s main usability issues, 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.
Key insights:
Difficulty finding key information: Frequent travelers struggled to locate upcoming trips, saying the layout felt cluttered and unintuitive.
Accessibility issues: Older adults mentioned small text, hard-to-tap buttons, and unclear icons that made navigation frustrating.
Cognitive overload: Even tech-savvy users felt the booking process was too complicated and lacked clear guidance.
