Scoot
Feature redesign of airline mobile app
Scoot
Feature redesign of airline mobile app
Scoot
A self-service experience redesign that empowers passengers with calm, actionable confidence while protecting revenue at scale during flight disruptions via Scoot’s AI operational efficiency.
A self-service experience redesign that empowers passengers with calm, actionable confidence while protecting revenue at scale during flight disruptions via Scoot’s AI operational efficiency.
Client
Scoot Airline (Singapore-based low-cost carrier)
Client
Scoot Airline (SG-based low-cost carrier)
Scope
Product service experience, UXUI redesign
Scope
Product service experience, UXUI redesign
Type
SAAS - Airline
Type
SAAS - Airline
Format
Mobile app - Adding a feature
Format
Mobile app - Adding a feature
Year
2026
Year
2026
Redesigning Scoot’s
Disruption Experience
Redesigning Scoot’s
Disruption Experience
Redesigning Scoot’s
Disruption Experience
Elevate confidence in uncertainties
Elevate confidence in uncertainties
Elevate confidence in uncertainties
Concept
Concept
One unified layer of reassurance that guides passenger through decision flows during flight disruption. When flight plans change, the solution is already in your app.
One unified layer of reassurance that guides passenger through decision flows during flight disruption. When flight plans change, the solution is already in your app.
Flight Detail: Surfaces real-time flight status and contextual airport details at one glance.
Disruption Command Center :
Centralizes disruption context and recommended actions to guide confident decision-making.
Waiting Mode: Provides time-based reassurance and airport context-aware updates to reduce passive waiting experience.
Manage Booking: Simplifies rebooking and flight adjustments with personalized options to alleviate self-service actions.
Flight Detail: Surfaces real-time flight status and contextual airport details at one glance.
Disruption Command Center :
Centralizes disruption context and recommended actions to guide confident decision-making.
Waiting Mode: Provides time-based reassurance and airport context-aware updates to reduce passive waiting experience.
Manage Booking: Simplifies rebooking and flight adjustments with personalized options to alleviate self-service actions.
Flight Detail: Surfaces real-time flight status and contextual airport details at one glance.
Disruption Command Center :
Centralizes disruption context and recommended actions to guide confident decision-making.
Waiting Mode: Provides time-based reassurance and airport context-aware updates to reduce passive waiting experience.
Manage Booking: Simplifies rebooking and flight adjustments with personalized options to alleviate self-service actions.
Flight Detail: Surfaces real-time flight status and contextual airport details at one glance.
Disruption Command Center :
Centralizes disruption context and recommended actions to guide confident decision-making.
Waiting Mode: Provides time-based reassurance and airport context-aware updates to reduce passive waiting experience.
Manage Booking: Simplifies rebooking and flight adjustments with personalized options to alleviate self-service actions.
How We Impact
How We Impact
We tested the mockup with 5 participants across 3 disruption scenarios (delayed, retimed and cancelled):
We tested the mockup with 5 participants across 3 disruption scenarios (delayed, retimed and cancelled):
Effective
Decision-Making
Over 80% first-click success within 30 seconds, demonstrating improved clarity and decision speed under stressful disruptions.
Effective
Decision-Making
Over 80% first-click success within 30 seconds, demonstrating improved clarity and decision speed under stressful disruptions.
Strong
Reassurance
Users rated 4/5 average decision confidence score, indicating stronger reassurance and
reduced hesitation.
Strong
Reassurance
Users rated 4/5 average decision confidence score, indicating stronger reassurance and
reduced hesitation.
Reduced Support
100% of users prefer the self-service guided disruption flow over the existing experience - less dependent on customer support.
Reduced Support
100% of users prefer the self-service guided disruption flow over the existing experience - less dependent on customer support.
No Confusion
No Confusion
No Waiting
No Waiting
Transforming disruption updates into confident travel decisions
Transforming disruption updates into confident travel decisions
Design Phase Walkthrough
Design Phase Walkthrough
Background
Background
Discover
Discover
Passenger communication as the
next strategic lever
Passenger communication as the next strategic lever
Passenger communication as the next strategic lever
Scoot modernized its disruption operations by replacing fragmented manual workflows with a low-code, centralized vOCC system powered by AI. This reduces manual processing by over 60% , significantly improves visibility and coordination across internal teams.
Scoot’s next focus is leveraging agentic AI to deliver predictive, personalized passenger communication. This positions disruption experience handling into a strategic trust-building touchpoint.
Scoot modernized its disruption operations by replacing fragmented manual workflows with a low-code, centralized vOCC system powered by AI. This reduces manual processing by over 60% , significantly improves visibility and coordination across internal teams.
Scoot’s next focus is leveraging agentic AI to deliver predictive, personalized passenger communication. This positions disruption experience handling into a strategic trust-building touchpoint.
Challenge
Challenge
Discover
Discover
The existing app interface delivered timely updates,
but not decision confidence
The existing app interface delivered timely updates, but not decision confidence
The existing app interface delivered timely updates, but not decision confidence
Despite operational upgrades enabling real-time notifications, Scoot’s disruption experience remained fragmented and generic across SMS, email, and app - informing passengers of changes without guiding their next steps. The lack of clear next steps increased anxiety, delayed decision-making, support dependency and ultimately eroded customer trust and revenue.
Despite operational upgrades enabling real-time notifications, Scoot’s disruption experience remained fragmented and generic across SMS, email, and app - informing passengers of changes without guiding their next steps. The lack of clear next steps increased anxiety, delayed decision-making, support dependency and ultimately eroded customer trust and revenue.
Research Analysis
Research Analysis
Discover
Discover
We benchmarked disruption flows across SEA LCCs and full-service airlines through competitive analysis and interviewed 6 participants ranging from Scoot and non-Scoot passengers.
We benchmarked disruption flows across SEA LCCs and full-service airlines through competitive analysis and interviewed 6 participants ranging from Scoot and non-Scoot passengers.
Synthesis of competitive analysis and
user interview insights
Synthesis of competitive analysis and user interview insights
Synthesis of competitive analysis and user interview insights
The benchmark analysis showed that LCC competitors optimized for operational efficiency, but not emotional clarity; Full-service carriers excelled in reassurance and structured guidance. None owned a simplified, emotionally intelligent disruption command center.
User research revealed that passengers primarily expect the airline to actively lead with actionable, personalized guidance during disruptions to feel reassured
The benchmark analysis showed that LCC competitors optimized for operational efficiency, but not emotional clarity; Full-service carriers excelled in reassurance and structured guidance. None owned a simplified, emotionally intelligent disruption command center.
User research revealed that passengers primarily expect the airline to actively lead with actionable, personalized guidance during disruptions to feel reassured
1 Pain Points
2
3
1 Pain Points
2
3
1 Pain Points
2
3
1 Pain Points
2
3
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
"I felt like I had no choice but to accept the delay because there were very few alternative flights available."
Scoot passenger
"If the delay goes beyond a few hours, I usually start searching for other flights myself just in case."
Non-Scoot passenger
"When the delay kept changing, it disrupted my plans and I didn’t know how to manage my time while waiting."
Non-Scoot passenger
"After arriving early at the airport, I wasn’t sure what I should do while waiting for updates."
Non-Scoot passenger
"I received a delay notification two hours before departure, but it didn’t explain why."
Non-Scoot passenger
"We were already on the plane but had to wait without knowing how long the delay would be."
Non-Scoot passenger
"The delays were only announced verbally at the gate and on the plane. I didn’t receive any digital updates."
Non-Scoot passenger
"The chatbot kept repeating the same responses and couldn’t actually help solve my issue."
Scoot passenger
"If disruptions happen, I expect the airline to reassure us through clear options, compensation, or loyalty benefits."
Non-Scoot passenger
"It would help if the airline followed up after disruptions with an apology, feedback option, or compensation."
Non-Scoot passenger
Problem Statement
Problem Statement
Define
Define
Insight
Disruption notifications only inform passengers of status changes without guidance, leaving travelers uncertain and cognitively overloaded during stressful moments.
Need
Clear, immediate guidance that considers the passenger’s situational context after receiving a disruption notification
Point of View
Passengers who receive disruption notifications need clear, step-by-step guidance on immediate actions to help them to act, plan or feel in control.
How Might We
How might we help passengers understand what to do immediately after they are notified, in and outside of airport?
1 Guide
2
Insight
Disruption notifications only inform passengers of status changes without guidance, leaving travelers uncertain and cognitively overloaded during stressful moments.
Need
Clear, immediate guidance that considers the passenger’s situational context after receiving a disruption notification
Point of View
Passengers who receive disruption notifications need clear, step-by-step guidance on immediate actions to help them to act, plan or feel in control.
How Might We
How might we help passengers understand what to do immediately after they are notified, in and outside of airport?
1 Guide
2
Insight
Disruption notifications only inform passengers of status changes without guidance, leaving travelers uncertain and cognitively overloaded during stressful moments.
Need
Clear, immediate guidance that considers the passenger’s situational context after receiving a disruption notification
Point of View
Passengers who receive disruption notifications need clear, step-by-step guidance on immediate actions to help them to act, plan or feel in control.
How Might We
How might we help passengers understand what to do immediately after they are notified, in and outside of airport?
1 Guide
2
Project Goals
Project Goals
Define
Define
We set out to design proactive clarity and guided decision-making in Scoot’s disruption experience
We set out to design proactive clarity and guided decision-making in Scoot’s disruption experience
We set out to design proactive clarity and guided decision-making in Scoot’s disruption experience
The redesign aims to position the Scoot app as the most trusted channel for disruption management - guiding passengers to understand their options and act confidently through self-service, while improving customer retention, protecting revenue, and reducing operational support costs.
The redesign aims to position the Scoot app as the most trusted channel for disruption management - guiding passengers to understand their options and act confidently through self-service, while improving customer retention, protecting revenue, and reducing operational support costs.
User Persona & Journey Mapping
User Persona & Journey Mapping
Define
Define
Passengers rely on clear, fast guidance to regain control of their travel decisions during disruptions
Passengers rely on clear, fast guidance to regain control of their travel decisions during disruptions
Passengers rely on clear, fast guidance to regain control of their travel decisions during disruptions
From user research and behavioral patterns, we identified two primary traveler segments—time-sensitive business travelers and value-conscious flexible travelers.
From user research and behavioral patterns, we identified two primary traveler segments—time-sensitive business travelers and value-conscious flexible travelers.
Feature Prioritization
Feature Prioritization
Define
Define
We need a single adaptive system that guides decisions and builds confidence during disruptions.
We need a single adaptive system that guides decisions and builds confidence during disruptions.
We need a single adaptive system that guides decisions and builds confidence during disruptions.
The core solution, Disruption Command Center, serves as a centralized interface that summarizes disruption context and surfaces best recommended actions before guiding passengers through step-by-step options and alternatives.
The core solution, Disruption Command Center, serves as a centralized interface that summarizes disruption context and surfaces best recommended actions before guiding passengers through step-by-step options and alternatives.
Sitemap
Sitemap
Develop
Develop
The information architecture is restructured to support a disruption-first experience flow in 3 main scenarios: flight delayed, flight retimed and flight cancellation. Critical disruption actions were surfaced clearly and logically during high-stress scenarios to optimize passengers’ emotional care.
The information architecture is restructured to support a disruption-first experience flow in 3 main scenarios: flight delayed, flight retimed and flight cancellation. Critical disruption actions were surfaced clearly and logically during high-stress scenarios to optimize passengers’ emotional care.
Wireframes
Wireframes
Develop
Develop
Wireframes were tested to explore multiple layout and interaction approaches for disruption scenarios. This stage focused on simplifying decision paths, reducing cognitive load, and validating the structure of guided actions before committing to visual design.
Wireframes were tested to explore multiple layout and interaction approaches for disruption scenarios. This stage focused on simplifying decision paths, reducing cognitive load, and validating the structure of guided actions before committing to visual design.
Prototype Improvements
Prototype Improvements
Develop
Develop
We translated the validated wireframes into high fidelity mockups aligned with Scoot’s existing design language. Multiple iterations were tested with a mentor and a group of peer critiques. The main refinements involved in visual hierarchy and cues that guide passengers toward confident decisions.
We translated the validated wireframes into high fidelity mockups aligned with Scoot’s existing design language. Multiple iterations were tested with a mentor and a group of peer critiques. The main refinements involved in visual hierarchy and cues that guide passengers toward confident decisions.
Usability Test
Usability Test
Deliver
Deliver
We recruited 5 participants for usability testing across 3 disruption scenarios – flight delay, retimed departure and flight cancellation. The tests evaluated participants’ cognitive frictions in understanding flight status, decision speed, navigation accuracy and emotional confidence when interacting with the redesigned disruption flows.
We recruited 5 participants for usability testing across 3 disruption scenarios – flight delay, retimed departure and flight cancellation. The tests evaluated participants’ cognitive frictions in understanding flight status, decision speed, navigation accuracy and emotional confidence when interacting with the redesigned disruption flows.
Learn & Iterate
Learn & Iterate
Deliver
Deliver
Refining content and action clarity
to improve confidence
Refining content and action clarity to improve confidence
Refining content and action clarity to improve confidence
Insights from usability testing informed targeted refinements, including improving content hierarchy, strengthening confirmation messaging, and enhancing visual clarity of key actions. These adjustments further reduced cognitive load and increased reassurance during stressful disruption moments.
Insights from usability testing informed targeted refinements, including improving content hierarchy, strengthening confirmation messaging, and enhancing visual clarity of key actions. These adjustments further reduced cognitive load and increased reassurance during stressful disruption moments.
Flight
Retimed
Delayed
Cancelled
Flight
Delayed
Retimed
Cancelled
Flight
Retimed
Cancelled
Delayed
Flight
Retimed
Delayed
Cancelled
Flight
Delayed
Retimed
Cancelled
Flight
Retimed
Cancelled
Delayed
Flight
Delayed
Flight
Retimed
Flight
Cancelled
Next Steps
Next Steps
Deliver
Deliver
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.