Southwest Airlines
Southwest Airlines is a concept redesign of the lost luggage experience, focused on helping travelers file claims, track bag status, and access support during a stressful travel disruption.
In a 3-week sprint, I led the redesign of the baggage support flow, making it easier for travelers to understand what happened, what to do next, and how to get help quickly.
Client
Southwest Airlines Concept
Type
Baggage Tracking UX
Year
2024
Role
Team Lead, UX/UI Design & Research
Process
Understanding a stressful travel moment
Through user interviews, competitive analysis, heuristic evaluation, and affinity mapping, we found that travelers felt most frustrated when they lacked clear updates, simple claim steps, and immediate guidance for replacing essential items.
Designing for clarity and reassurance
I translated these findings into a more guided baggage support experience. I designed a clearer home entry point, step-by-step claim filing, real-time status updates, and supportive messaging to help travelers feel informed instead of abandoned.
Reducing effort during recovery
I simplified the flow around the highest-stress moments: reporting a missing bag, checking claim progress, understanding compensation, and finding nearby essentials. The goal was to make the experience feel calm, transparent, and useful when travelers needed help most.
Key design decisions
Travelers needed immediate direction before they could feel reassured. I redesigned the baggage support entry point to surface the most important actions first: file a claim, track bag status, review compensation, and find essential replacements.
Outcome
A clearer support experience for stressful travel moments
The redesign turned a confusing lost luggage process into a more guided experience. Travelers could file a claim, follow real-time updates, understand next steps, and access support without searching through complex policies.
By combining clearer navigation, empathetic messaging, and practical recovery tools, the final design helped travelers feel more informed, supported, and in control.
