Flight Disruption Protection Pop-up on Booking

Flight Disruption Protection Pop-up on Booking

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Take up rate

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Gross Revenue

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Repurchase

But what is
Flight Disruption Protection?

if within 24h your flight:

⏳

got delayed

🚫

or cancelled

🗓️

or rescheduled

Or rescheduled

Or rescheduled

Get money back!

100%

Full ticket base price

So what's the issue?

We tried to determine potential problems but we need a stepping stone to fill the gap of understnading

The previous design

How might we improve 🤔 ?

We needed insights.

We decided to ask user for insights. We anonymized the interviewee name and abstracted their answers so we can get a simple foundation.

User interview (6 participants)

The visual, the payout, and flight-delay data already resonated. But people needed less text and a clearer comparison.

“I notice the picture first, it made me want to read more.”

“I notice the picture first, it made me want to read more.”

Aditya

“Among everything, flight delay is most resonate with me as a flyer.”

“Among everything, flight delay is most resonate with me as a flyer.”

Bernard

“The benefit of getting money is most interesting for me!”

“The benefit of getting money is most interesting for me!”

Christy

“Delay statistic give me conviction to buy protection”

“Delay statistic give me conviction to buy protection”

Daniel

“I want to compare what happens with and without protection.”

“I want to compare what happens with and without protection.”

Eko

“Overall i feel like skipping it because it's too texty.”

“Overall i feel like skipping it because it's too texty.”

Faizha

What they say

Grouping the insights

“I notice the picture first, it made me want to read more.”

“I notice the picture first, it made me want to read more.”

“I notice the picture first, it made me want to read more.”

Aditya

Aditya

“Among everything, flight delay is most resonate with me as a flyer.”

“Among everything, flight delay is most resonate with me as a flyer.”

“Among everything, flight delay is most resonate with me as a flyer.”

Bernard

Bernard

“The benefit of getting money is most interesting for me!”

“The benefit of getting money is most interesting for me!”

“The benefit of getting money is most interesting for me!”

Christy

Christy

“Delay statistic give me conviction to buy protection”

“Delay statistic give me conviction to buy protection”

“Delay statistic give me conviction to buy protection”

Daniel

Daniel

“I want to compare what happens with and without protection.”

“I want to compare what happens with and without protection.”

“I want to compare what happens with and without protection.”

Eko

Eko

“Overall i feel like skipping it because it's too texty.”

“Overall i feel like skipping it because it's too texty.”

“Overall i feel like skipping it because it's too texty.”

Faizha

Faizha

Attention

Relevance

Value

Trust

So, How might we capture attention, show relevance, make the value clear, and build trust — so travelers can choose with confidence?

So, How might we capture attention, show relevance, make the value clear, and build trust — so travelers can choose with confidence?

Synteshizing insights

Let's review how each connected

Attention

“I notice the picture first, it made me want to read more.”

“I notice the picture first, it made me want to read more.”

“I notice the picture first, it made me want to read more.”

Aditya

Aditya

“Overall i feel like skipping it because it's too texty.”

“Overall i feel like skipping it because it's too texty.”

“Overall i feel like skipping it because it's too texty.”

Faizha

Faizha

📝 Noticable but too texty

Make it easy to notice and scan.

A visual worth noticing, less effort to understand.

Relevance

“Among everything, flight delay is most resonate with me as a flyer.”

“Among everything, flight delay is most resonate with me as a flyer.”

“Among everything, flight delay is most resonate with me as a flyer.”

Bernard

Bernard

📝 Delay is most relatable

Delays are the most relatable disruptions

Among all common disruptions, flight delay is most relate

“The benefit of getting money is most interesting for me!”

“The benefit of getting money is most interesting for me!”

“The benefit of getting money is most interesting for me!”

Christy

Christy

Value

📝 Money = best selling point

Money = the best benefit to nudge users

User liked it. a lot.

“Delay statistic give me conviction to buy protection”

“Delay statistic give me conviction to buy protection”

“Delay statistic give me conviction to buy protection”

Daniel

Daniel

“I want to compare what happens with and without protection.”

“I want to compare what happens with and without protection.”

“I want to compare what happens with and without protection.”

Eko

Eko

Trust

📝 Fact data just works

Factual data works very well

Factual data works better than personal testimonial.

Before

Before

After

After

Design decision breakdown

How each design correlate to the insight?

Engaging visual, higher scannability

Reduce overall text & give more hierarchy to the title. Also, we changed the person expression from happy to shocked.

Flight Delay:

The most relatable disruption

Delays are the most relatable disruptions

Among all common disruptions, flight delay is most relate

Most attractive benefit :

Getting money equal to ticket price

Money = the best benefit to nudge users

Highlight the compensation amount forward, we added counter animation to make it stand-out better.

Product Decoy :

Comparing with vs without

Comparing with vs without protection

We show user that they get many benefits by choosing it.

Factual Data:

Effective nudge to attract user

Factual Data help people compare with confidence.

Factual data works effectively to help convince user.

Result:

+0%

Take up rate

Before

After

+0%

Gross Revenue

Before

After

+0%

Repurchase

Before

After

What they say:

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