Passenger wants to bring along their support animal for a domestic flight. They are researching different airlines to see which offers the best options. As they frequently fly with Spirit they have and account and are hoping to find answers via the app.
To find information on the app was difficult. The flow is lengthy once you begin the submission process and confusing.
The amount of options are overwhelming
User confused by subject line and inquiry topic difference
No progressive bar
Error message only appears after you submit
By reconstructing the information architecture, combining fields where possible, and enhancing the design, the suggested form flows solve all the initial problems observed. The solutions allow for users to submit their inquires faster with less pain points.
- Combined some options and simplify process to have less steps
- Added ability to save input data
- Clarify specific icons and improve language to be more descriptive
- Created a progress bar
- Offer two options for forms
UX Design, UI Design, Visual Design, Interactive Design, App Design