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Travel UX

Redesigning cancellation support to reduce friction

A usability-test-informed redesign of eDreams’ cancellation support flow to improve findability of policies and contact options—without forcing users to log in.

Usability testing IA & task flow Support UX Wireframes UI redesign

Overview

This project redesigns a cancellation-support experience to reduce cognitive load, remove dead ends, and make support options clear at the exact moment users need them.

What I found

The goal was to identify friction in the cancellation-support journey and redesign the flow so users can quickly find policy information, cancel online, or contact support without confusion.

Problem

  • Key information was difficult to locate in a time-sensitive scenario.
  • Support options weren’t clearly prioritized.
  • Too many paths led to similar pages, increasing cognitive load.

Task flow

Task flow diagram from homepage to help and cancellation support.

Homepage → Help & Support → Cancellation Support → Contact Options → Initiate Support

Wireframes

Wireframes showing tweaked homepage, help page, and cancellation support page.

Homepage wireframe.

Wireframes showing tweaked homepage, help page, and cancellation support page.

Help & Support wireframe.

Wireframes showing tweaked homepage, help page, and cancellation support page.

Cancellation Support wireframe.

Final UI concept

Final UI concept for eDreams cancellation support page.

Primary actions (Cancel Online / Contact Support), step-by-step guidance, and a persistent support panel.