Redesigning Travel Communication Touchpoints
Georgina Vega
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Posted Jun 12, 2025
Led effort to redesign travel communication touchpoints.
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Why travelers missed flight alerts, and how we fixed it
🏢 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.