Tala Motameni
Case Study

Travel-Ready Center

Travel-Ready Center
Overview
Role
UX Designer
Company
United Airlines
Timeline
8 Months
Team
Product, Engineering, Design
Tools
FigmaDesign Thinking Framework
Platforms
Mobile AppWeb
The Challenge

The rapid evolution of COVID-19 travel restrictions created unprecedented confusion for travelers. Customers struggled to understand what documentation they needed, agents faced overwhelming call volumes, and airports saw massive congestion as travelers attempted to verify their eligibility at departure.

The Problem
Constantly changing travel restrictions Manual validation of COVID documentation at airports Overwhelmed call center with repetitive inquiries Long lines and delays at check-in
The Opportunity
Create a single, authoritative source for travel requirements Empower customers to validate documents before arriving at airport Reduce call center volume with self-service tools Streamline airport operations and expedite passenger flow
Discovery & Research

We worked closely with product and engineering teams to understand the full scope of customer pain points, from pre-trip planning through airport arrival. Our approach combined customer feedback, operational insights from airport staff and agents, and data on call center inquiries.

Key Research Findings
Customers don't know what documents they need before arriving at the airport
Travel requirements change frequently and vary by destination
Agents struggle to quickly verify document validity
Call center receives thousands of repetitive eligibility questions daily
Travelers want reassurance that they're prepared before arriving at airport
Real-time status updates could reduce anxiety and confusion
Solution Design

The Travel-Ready Center was designed as an all-in-one digital hub that guides customers through their pre-trip requirements and enables real-time verification. The solution combines personalized checklists, document uploads, and visual status indicators to create clarity and confidence.

Travel-Ready Center home screen showing personalized travel requirements and status indicators
Travel-Ready Center home screen showing personalized travel requirements and status indicators
Clarity First
Present complex requirements in a simple, scannable format so customers know exactly what they need
Anticipate Needs
Guide customers through requirements before they arrive at the airport, preventing delays and confusion
Real-Time Validation
Enable document verification within the app so customers can resolve issues proactively
Dual Experience
Design for both customers and agents—empower customers with self-service while streamlining agent workflows
Key Features
Personalized travel checklist with task-based navigation and progress indicators
Guided document upload with clear framing instructions and quality validation
1
Review Your Requirements
Customers see a personalized list of documents needed for their specific trip, including destination entry requirements and airline policies
2
Complete Your Requirements
Upload travel documents directly in the app with guided photo capture that ensures quality and readability
3
Verify & Prepare
Real-time validation confirms document acceptance and provides status indicators showing readiness for travel
Impact & Recognition

The Travel-Ready Center was industry-leading in its approach to solving a critical pandemic-era travel problem. The solution earned recognition from major publications and industry organizations.

Interactive prototype showing the complete Travel-Ready Center user flow
Webby Award Winner
Travel-Ready Center received a prestigious Webby Award for innovation in travel technology
Press & Sources
Outcomes

By centralizing travel requirements and enabling self-service verification, the Travel-Ready Center successfully reduced operational burden across multiple touchpoints.

0+
Call center inquiries deflected
0
Reduction in airport congestion
0First
Digital travel documentation hub
Reflection

The Travel-Ready Center demonstrated the power of human-centered design in solving complex, urgent problems. By bringing together cross-functional teams and focusing on both customer and operational needs, we created a solution that addressed immediate crisis while setting a new standard for travel customer experience. The design thinking methodology—emphasizing research, iterative testing, and collaboration—proved essential in navigating the constantly changing requirements landscape.