Airline App Teardown: Diagnose Traveler Frustrations and Propose Fixes

Think about an airline's mobile app you have used. Describe the problems you ran into and, as the app's product manager, explain how you would fix them. ```hint Follow one trip Walk through a single trip from booking to picking up your bag, and look hardest at the moments when plans change and the stakes are highest. ``` ### Clarifying Questions - Should I focus on one airline's app, or on problems common to most airline apps? - Which traveler should I design for: a frequent business flyer, an occasional leisure traveler or a family? - Are fixes limited to the app, or can I propose changes to the airline processes behind it, such as how rebooking or refunds work? - What matters most to the airline here: fewer calls to its contact center, more direct bookings, or higher traveler satisfaction? ### What a Strong Answer Covers - Pain points tied to specific moments in a trip rather than a generic wishlist - A chosen traveler segment and a stated goal for the fixes - Prioritization of pain points by how often they happen and how much they hurt - Fixes that respect airline realities such as legacy reservation systems, fare rules and passenger-rights regulations - Success metrics and guardrails for the changes ### Follow-up Questions - What would the reservation and operations systems need to support for travelers to rebook themselves in real time? - How would you show that the app reduced calls to the contact center, without simply hiding the phone number? - What changes for travelers who booked through an online travel agency rather than with the airline?