Transfer With Confidence

Modern and visually appealing website that reflected the client's brand.

Client

Kiwi.com

Timeline

4 Weeks

Services

Product Design

Discovery, Design, and Implementation

Challenge

We faced a complex communication challenge: How do we explain a multi-step travel process in a way that's immediately clear to everyone, regardless of their travel experience or the device they're using? Our research team's findings painted a clear picture: 1. Users were booking flights without understanding they'd need to manage their own connections 2. Many were discovering the implications too late in their journey 3. The term "self-transfer" itself wasn't resonating with our users 4. The confusion was leading to last-minute booking changes and stressed travelers

Exploration Study - Comprehending the Human Component

We knew we needed to reimagine how we communicated self-transfer, but we wanted to go beyond just explaining - we needed to empower our travelers. Working closely with our research team, we developed a multi-touchpoint strategy to reach the customers wherever they were in their journey.

Building solutions

Research Insights & Opportunities

My Learnings

The breakthrough came when we simplified the complex transfer process into a visual journey. We created an intuitive icon-based system showing the transfer as a simple A → B → C journey, using two distinct colors to differentiate between flights. This visual approach transcended language barriers and immediately conveyed the concept of separate flights requiring user action.

We rewrote every piece of communication with clarity in mind. Technical jargon was replaced with straightforward explanations. For example, instead of "self-transfer connection," we used phrases like "You'll need to collect your bags and check in again for your next flight."

Challenges on the Way

Methods

Summary

  • Visual communication can bridge understanding gaps more effectively than text alone

  • Meeting users at multiple touchpoints ensures better information retention

  • Simple, clear language builds user confidence and reduces support needs

  • Proactive communication prevents problems before they occur

The Solution

Our redesigned communication system included:

1. Pre-booking Education

  • Clear explanations during flight search

  • Visual journey maps showing transfer responsibilities

  • Estimated time needed for connections

2. Post-booking Support

  • Enhanced confirmation emails with visual guides

  • Updated e-tickets with clear transfer instructions

  • In-app notifications with timely reminders

3. Just-in-time Assistance

  • Push notifications before travel

  • Step-by-step transfer guides

  • Quick access to support if needed

Expected Impact

We identified key moments in the user journey where this information would be most impactful:

  1. During the booking process to inform decisions

  2. In booking confirmations to reinforce understanding

  3. Through timely app notifications to remind and guide

  4. On e-tickets and boarding passes for easy reference

My Learnings

Research Insights & Opportunities

The breakthrough came when we simplified the complex transfer process into a visual journey. We created an intuitive icon-based system showing the transfer as a simple A → B → C journey, using two distinct colors to differentiate between flights. This visual approach transcended language barriers and immediately conveyed the concept of separate flights requiring user action.

We rewrote every piece of communication with clarity in mind. Technical jargon was replaced with straightforward explanations. For example, instead of "self-transfer connection," we used phrases like "You'll need to collect your bags and check in again for your next flight."

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