Connection Saver Feature
United Airlines
2024 - present
Problem
Passengers often feel helpless and anxious about their flight connections, unsure if a delay will cause them to miss their next flight. This stress is worsened by inefficient deplaning, where those with tight connections get stuck behind others. This lack of clear information combined with chaotic transitions frequently leads to missed flights, forcing customers to rebook and causing significant disruption and distress to their travel plans.
Solution
Reducing customer anxiety by providing them with real-time info about their connections, and guiding them about what to do next. Passengers received personalized, turn-by-turn directions to gates with walk times, real-time flight status, layover tips, and alerts if United could hold a plane for tight connections. Powered by our ConnectionSaver technology, these features offered full visibility into flight status.
My Role
I played a pivotal role in leading the designs for this project where I collaborated with designers, editorial, product, and tech teams to bring this vision to life. My role involved everything from UX strategy, extensive sketching, wireframing to rapid prototyping. We also held in-person workshops in Chicago and Houston to foster team collaboration and brainstorm together, ensuring everyone feels heard.
The Result
Our spring beta test saw over 350,000 customers use these features with a 98% success rate in making connections, proving their value for the more than 20 million United customers with connecting flights that summer.
