Booking Management, Cancellations & Modifications

Design Project · 2024 · Cologne

**Short Overview** Redesign of the "My Bookings" area on web and mobile to make it easy for travelers to view, modify and cancel bookings, and to guide them toward better alternatives when plans change. **Problem Statement** Users struggled to find their bookings, understand cancellation deadlines, and modify dates. Support was overloaded with requests that could be self-served. **Goals** - Increase self-service rate for cancellations and modifications - Reduce support contacts related to booking changes - Offer smart alternatives (change dates, switch hotel) before cancellation **Role & Responsibilities** Product Designer leading the end-to-end flow, working with customer service and engineering. **Design Process** - Reviewed top support-ticket categories and voice-of-customer data - Journey mapping of "plan-change" scenarios - Prototyped modification flow with clear price and policy diffs - Designed a structured cancellation flow with alternatives and reason capture **Key Design Decisions** - Clear booking status and countdown to cancellation deadline - Modification flow that shows price/policy impact before confirming - Alternatives offered before cancellation to preserve revenue when possible **Impact / Expected Outcomes** - Higher self-service resolution rate - Reduced cancellation-related support tickets - Better understanding of change reasons for future product work **Skills Demonstrated** End-to-end flow design, self-service UX, retention design, service alignment. **Platforms** Web and Mobile