Help Passengers Rest Easy for Upcoming Departure & Transit with Flight Status Updates

Role

Lead designer

Timeline

Q1-Q2 2025

Product overview

tiket.com is one of the leading Indonesia-based online travel agent serving 18M+ users with flights, hotels, events, and many other products. I work on flight team to ensure tiket.com user have great experience on their post-purchase journey.

PROBLEM

Over H2 2024 about 10,000+ flight passengers sought reassurance through tiket.com customer service calls just to ensure their flight is not getting delay

It drove significant operational costs $$$. Customer service calls became largely reassurance-driven rather than solution-focused, while passengers preparing to fly remained anxious due to uncertainty around their flight status.

We decided to invest in third-party flight status data and conduct a deeper analysis of what passengers seek throughout their flight departure.

FLIGHT STATUS DATA

Variflight as flight data source

tiket.com did not have direct access to real-time flight status data. After evaluating multiple providers, we selected Variflight for its reliability, coverage, and cost-efficient subscription model.

Now that we secured the data sources, the next question would be "how we gonna display it that aligned with our user needs?"

RESEARCH FINDINGS

User wants to be reminded and guided on what action to take through concise information

Our quantitative survey on tiket.com user who have a flight schedule coming up revealed three critical behavioral patterns:

Live Activity is one of the most used features for displaying real-time flight status. Lots of travel apps utilize it which we also gonna do that in this project.

Most of them showcase departure and arrival info at the same time, but this approach may not align with what we found from our qualitative research insights earlier. We need to explore other way to display more relevant and concise information.

PROJECT GOAL

How might we keep passengers aware of flight updates, guide their next actions, and help them prepare for transit with relevant yet concise information?

MAPPING OUT THE DATA

Ensure we display the right data information on the right time

To ensure we display relevant yet concise information, we mapped Variflight’s available data against our survey insights to ensure we surfaced the most relevant information at the right moment in the journey. One of the part we focus is on the transit part situation data since tiket.com provide a virtual interlining flight (connecting flight with two different airline providers). We make sure to also mapped out every action based on the transit situation. We also add additional “activity guide” data to guide user to take action towards their current journey.

Ensure the information is glanceable

Compare with other travel app live activity that showcase both departure and arrival information, we only showcase departure/arrival information one at a time to ensure user can get a grasp of information quickly even when in a hectic situation.

DESIGN SOLUTION

Help users aware about flights update and guide them on what actions to take

1

Flight reminder and notify disruption early

Our research data pinpointed the critical departure window. We layered reminders across push notifications, WhatsApp, and live activity. Each touchpoint growing more prominent to keep users alert, not overwhelmed.

When flight delay occur, it will trigger instant alerts across notifications and live activity keeping users clearly informed and giving them time to adjust their plans.

If the tiket app notification setting was turn off, We encouraged users to enable live activity through a high-visibility bottom sheet, ensuring real-time updates were accessible directly from their lock screen.

2

Relevant and glanceable live activity

We focus on showing only relevant information based on user journey while ensuring the hierarchy of information is clear to skim even on the hectic mobility situation.

3

Informing highly disruptive flight changes

We provide more alerting information when rescheduled, miss-connection, and cancellation happened. The important key was ensuring the copywriting is not panicking and actionable for users.

4

Miss on any updates? We got you covered

Through history changes page, users can catch up on any flight information changes

DESIGN SOLUTION

Ease user prepare toward their transit activity

5

Access related flight status

On connecting flight, users can swipe to see their next flight status as early as when the ticket is issued. We highlight critical action to take when transiting to ensure user was prepared towards transit even before they fly.

6

Guide user’s action on transit

Need to check in again? Need to collect their baggage? Changing the airport? we shows it all concisely and actionable.

Keep updated, share flight status to your loved one

Keeping loved ones updated is just as important. Users can share their flight status in real time through URL link that will open up tiket.com web-app.

Flight status will also keep updated across platform and devices ensuring users who fly and got shared will keep updated throughout the journey.

RESULTS

Six months after full release, flight status feature significantly reduce tiket.com customer service workload, saved operational costs, and helped passengers feel more confident towards their flight