• Brand:  Expedia
• Role:  Sr. Designer
• Content:  Lisa Gettings

Project overview and goals

This project aimed to design a proactive service and support system for travelers facing disruptions, such as hotel closures or natural disasters. Travelers often experience anxiety and frustration when they are caught off guard by changes to their trip, so the goal was to provide timely alerts, clear options to modify or cancel, and transparency about refunds and the impact of each choice. By transitioning from a reactive customer service model to a proactive one, the project aimed to empower users and build trust.

Solution design and key features

The solution included proactive notifications sent through push alerts or an “Urgent Alert” banner on the trip dashboard, keeping travelers informed of issues like hotel closures or natural disasters. Clear and actionable options were presented, such as the ability to rebook or cancel, with a visual breakdown of refund eligibility and the potential impact on the rest of the trip. To further support travelers, a priority support option was available for those needing assistance with complex situations.

Results and impact

User testing showed significant improvements, with a 95% task completion rate and a 20% decrease in customer support calls. Travelers felt more confident and in control of their decisions, with 92% reporting that proactive notifications gave them greater control over their trip. Overall, the project successfully reduced stress and frustration, increased user satisfaction, and improved brand loyalty by offering a more transparent, empathetic, and efficient experience for travelers.