Sr. UX Designer · Southwest Airlines
Enhanced Reaccom Program
Irregular operations — weather delays, cancellations, aircraft changes — are an unavoidable reality in commercial aviation. The reaccommodation experience is Southwest's digital answer to disruption: a flow that helps affected customers understand their options and rebook quickly. As part of the UX team, I contributed to the Enhanced Reaccom effort during the Vision design language era, focused on making the experience meaningfully better at the moments when it matters most.
Context
When a flight is disrupted, customers are anxious and time-constrained. They need to understand their options quickly, make a decision with confidence, and complete their rebooking without additional friction. The existing reaccom experience had served its purpose but hadn't kept pace with the complexity of disruption scenarios customers actually encountered.
The design work
Working on the UX team as a Sr. UX Designer, I contributed to redesigning the option-presentation step — the critical moment where customers see their alternatives, understand the trade-offs, and choose a path. The work also addressed how the flow handled edge cases: customers with complex itineraries, multiple passengers, or specific needs that the previous flow didn't surface cleanly.
The Vision context
This project was part of Southwest's broader effort to bring Vision design language consistency to high-stakes flows that had lagged behind. Applying Vision's components and visual approach to a time-sensitive, high-stakes experience like reaccommodation required careful attention to clarity and hierarchy at every step.
Outcome
The enhanced reaccom experience gave disrupted customers a clearer, more complete picture of their options at the moment they needed it most — reducing uncertainty and helping the airline's digital channel carry more of the load during irregular operations events.