Scenario: A traveler is in an airport waiting for the last leg of a flight home when their flight gets abruptly canceled due to bad weather.
Challenge: Write a message from the airline app notifying them of the cancellation and what they need to do next.
Headline; 45 characters
Body: 175 characters max
Button(s): 25 characters max
This case study highlights how an airline app can notify its users about the cancellation of a flight and what they can do next.
Assuming, Daniel is the traveler.
I found this prompt particularly challenging because a traveler might not like a situation where he or she will have to either reschedule for a new flight (no service fee) or go back home after they get the notification that their flight has been canceled due to the weather condition.
The worst-case scenario here would be the user either rescheduling or canceling the flight for another time.
I took 5 minutes to:
- Explore the travelers thoughts and feelings
- How to write the copy
Hi Daniel, we are sorry to inform you that your flight has been canceled due to a recent weather condition. Please, kindly reschedule.
Despite wanting to sound more conversational and apologetic, due to the character count I prioritized explaining the problem and offering a quick solution.
Note: I deliberately apologized concerning the bad weather so as to alleviate blame.
After providing the reason for the flight cancellation, I then focused on the solution. This solution could be accessed by clicking “Reschedule” or “Cancel flight”.
I put myself in the traveler’s thoughts and feelings to figure out how best to tell the traveler about a flight cancellation on the airline app.
After thinking about possible options, I ended up apologizing to the traveler and letting the traveler know it was not his or her fault.
In the end, I wrote a concise copy to improve the traveler’s experience using the airline app.