CareNow: Real-Time Agent Tools for Passenger Disruption Recovery
Andrei Cabanban
CareNow: Real-Time Agent Tools for Passenger Disruption Recovery
Context
Following a highly publicized customer incident, I led UX strategy and design for CareNow, a mobile tool enabling airline agents to issue real-time compensation and de-escalate disruptions directly at the gate.
Problem
Agents faced challenges in resolving passenger issues during irregular operations due to inconsistent policy interpretation, lack of real-time support, and limited mobile tools, leading to delays, escalations, and potential PR risks.
Action
I led UX research and design for CareNow, a mobile-first internal app featuring:
PNR-based passenger search and flight segment filtering
Guided compensation flow based on disservice type, severity, and incident category
Real-time policy enforcement (e.g., logic preventing drink vouchers for minors)
Smart defaults and toggles to reduce cognitive load for frontline agents
Final confirmation screen with case reference numbers for tracking
UX research included card sorting and interviews to understand agent workflows and iterative usability testing with agents at ORD. I also created the full Figma prototype, design flow, and interaction documentation.
CareNow Compensation Flow for a PNR
Business Impact
Improved operational efficiency by reducing escalation and manual policy interpretation
Increased agent confidence in applying complex airline policies correctly
Enabled real-time issue resolution, reducing the burden on supervisors and support systems
Enhanced brand perception by empowering frontline staff to turn negative situations into positive service recoveries
Customer Impact
Increased customer satisfaction during irregular operations (IRROPs)
Delivered faster, clearer communication to passengers during disruption events
Provided on-the-spot compensation, reducing frustration and defusing tense moments
Built trust and goodwill, improving the overall passenger experience
Interested in seeing more enterprise UX case studies?
I have additional examples available via password-protected portfolio upon request.
CareNow Screens
Select Flight Segment
After finding the appropriate PNR to compensate, the Agent navigates to the PNR level view, where a stack of origin and destination tiles represents flight segments. The Agent taps the affected segment, in this case, the ORD to SFO flight.
Disservice Category
The Agent navigates to the "Compensation Flow" screen, where the system guides them through a series of categories with corresponding selections. In this case, the Agent selects "IRROPS (Controllable)" under "Disservice Category."
A dynamic selection indicator at the top acts as a breadcrumb, showing the Agent’s progress in the selection process. It updates sequentially based on their choices.
Incident Type
Next, the Agent selects the "Incident Type," choosing the "Misconnect" option.
Severity
Next, the Agent scrolls to the "Severity" category and selects the "Severe" option.
Food and Beverage Vouchers
The Agent scrolls to the "Food and Beverage Vouchers" section and selects the "Inflight Drink Voucher" option for all passengers in the PNR.
Compensation
The Agent scrolls to the "Compensation" category and selects the "$100 ETC" option.
Add Note
The Agent activates the "Additional Follow-Up by Customer Care" toggle and taps the "Add Note" text area.
iOS Keyboard
The iOS keyboard and note panel slide up as the Agent types a description of the incident. The Agent taps "Save" and returns to the "Compensation" view.
Note Added
After making all the appropriate selections in the Compensation view, the Agent taps the "Next" button to review them.
Resolution Summary
The Agent reviews the compensation for the entire PNR and taps "Submit" if everything looks good.
Confirmation
The system displays a "Thank You" confirmation to the Agent, along with the next steps and a Case Reference number.
Let’s work together to create tools that empower people and deliver real impact.
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Posted Aug 6, 2025
Mobile UX for internal airline agents to resolve flight disruptions and issue compensation in real-time. Reduced escalations and resolution time.
