As the product designer for the web-based and the native apps teams for customer service, my role was to lead the cross-team collaboration to ideate and define an approach to the problem, translating the research insights among with the business requirements into the solution for these channels.
Understanding the problem
After leveraging the existing database of phone contacts, we discovered that most customers called to get more options other than a refund.
Problem statement - Session - hypothesis
¿How might we help people mantain their trip when they have a cancelled flight?
After ideating and estimating effort and impact, we decided our approach for the project in two steps:
1) Making the refunds optional.
2) Make alternative flights available
88% less refund requests
20% decrease in target calls
Full scope designs
I collaborated with with engineering to produce a flow diagram of the full scope solution, and then moved on to work on the designs.