Letting travellers change their own tickets

Problem

TODO: what happened when travellers needed to change a train, bus or flight ticket.

My role

Product Designer, leading design in my team across web and React Native. TODO: team.

What I did

Owned the post-booking journey: trip experience, trip planning and self-service ticket changes, with research and usability testing on every feature.

Impact

TODO: support contacts reduced, change completion rate, NPS…

Situation

TODO

Insight

TODO

Guidelines

TODO

Navigation: key decisions

TODO

Impact

TODO

The system behind it

TODO: carrier rules, fare conditions, edge cases.

Reflection

TODO