Design a Senior-Friendly Air Travel Journey from Booking to Arrival

You are a PM at Microsoft. Design the end-to-end experience for elderly people who fly using a flights product, from planning the trip to arriving at the destination. ```hint Walk the whole trip List every stage an older traveler goes through, from choosing a flight to leaving the arrival airport, and mark which stages the product actually controls. That shows where it can act directly and where it can only inform or hand off. ``` ### Clarifying Questions - Does the product only search for and book flights, or can it also act during the trip (check-in, gate updates, assistance requests) through airline and airport partners? - Which older travelers matter most: confident frequent flyers, occasional travelers with little comfort using apps, or people who need mobility or medical assistance? - Is a relative or caregiver who books and tracks the trip on the traveler's behalf a user we should design for? - Is the goal to win more bookings from this group, or to make their trips smoother and earn repeat use? ### What a Strong Answer Covers - A journey map from planning through arrival that separates the stages the product controls from those owned by airlines and airports. - A clear choice of senior segment, including the role of family members who help, and the reason for it. - Pain points specific to older travelers (digital confidence, mobility, vision and hearing, connections, disruptions) ranked by frequency and severity. - Solutions prioritized into a first release and later phases, designed to help without being patronizing. - Success metrics with guardrails for privacy, misuse of delegated access, and the experience of other travelers. ### Follow-up Questions - How would you find the users who benefit from this experience without asking for or guessing their age? - A flight is cancelled late at night while an older traveler is partway through a connection. Walk through what your product does. - How would you measure success when much of the trip happens in places you do not control, such as the security line and the gate?