Redesigning Travel Communication Touchpoints

🏢 Industry Travel

🎯 Focus Communication strategy Upselling Retention

🕵🏻‍♀️ Methods Generative research Workshop facilitation Journey maps

When users ignore critical flight updates because they’re overwhelmed by misaligned emails, it’s time to rethink the whole messaging ecosystem. I led a cross-team effort to map 180+ communications, uncover user frustrations, and redesign touchpoints to prioritize what travelers actually need, when they need it.