Improved Emergency Communications (Service design)

Problem

Overly complex alert configuration screens led managers to set poor notification thresholds. Travelers got flooded with low-priority alerts and started turning messages off, a serious risk if a real emergency hit.

Solution

I mapped the full traveler journey across multiple crisis scenarios to establish a rational communication baseline. Manager screens were redesigned with simpler controls and plain-language settings. Mockups were validated with international Security teams, and the redesign shipped as a major feature in the core product release.

Tools

Figma, Leonardo AI, Stable Diffusion (for storyboarding)