UX Designer · Southwest Airlines
Change & Cancel Experience
Southwest's no-change-fee policy is one of its most distinctive customer commitments — but the experience of actually changing or canceling a flight had historically not lived up to that brand promise at the interface level. As part of the UX team, I contributed to a redesign of the change and cancel flow during the Vision design language era, focused on improving clarity and confidence at every decision point.
Context
Change and cancel flows are inherently high-stress interactions. Customers arrive when something has gone wrong — a conflict, a schedule change, or a disruption. The design job is to reduce friction, communicate the outcomes of each choice clearly, and give people confidence before they confirm any action. The existing flow had accumulated complexity that worked against those goals.
The Vision context
This work happened during the period when the Vision design language was Southwest's active design system. Applying Vision's component vocabulary and visual approach to the change and cancel flow was part of a broader effort to bring consistency to flows that had lagged behind the rest of the site.
The design work
Working on the UX team, I contributed to flow mapping, wireframing, and design iteration across the change and cancel steps. The focus was on information clarity at the decision points — making the cost and outcome of each choice legible before the customer commits, and reducing unnecessary steps in the most common paths.
Outcome
The redesigned flow brought the change and cancel experience into closer alignment with both the Vision design language and Southwest's brand promise of customer-friendly flexibility — making the interface feel as generous as the policy itself.