Nicolas Chometowski

Despegar

Designing for unexpected changes

Context

More than 122,000 users per month suffer unexpected reschedules on their flights. It’s an everyday currency on the airline industry that causes frustration and poor user experience.


Challenge

Our challenge was to reduce stress and anxiety on Despegar users when they suffer reschedules on their flights, reducing their need to call Despegar and to solve the reschedule online using the My Trips section.