Reducing Drop-off in Travel Alerts

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.