Reducing uncertainty in meal selection

Users needed greater confidence that meals were available to them and that their choices had been successfully recorded.

• Selecting a meal did not complete the process. A separate Save action was required, which some users missed.
• Users who were only eligible to view the onboard menu sometimes believed they could pre-select those meals.
• Unavailable options still appeared interactive, leading users to select them repeatedly.

I combined behavioural evidence, comparative research and usability testing to understand where users struggled and validate the redesigned experience.

1. Analysed session replays and interaction patterns across the existing journey.
2. Benchmarked meal-selection experiences from other airlines and related services.
3. Designed the new experience mobile-first, then adapted it for larger screens.
4. Tested the end-to-end flow with 10 users and refined it using their feedback.
5. Worked with product owners and developers through implementation.
6. Reviewed behavioural signals again after launch.

The new flow made availability, completion and next steps clear at the point of selection.

• Save immediately: selecting a meal records the preference without a separate Save action.
• Make states clear: selection, success, availability and errors are easy to recognise.
• Separate eligibility: view-only menus no longer appear selectable.
• Show next steps: users can see the selection cut-off and what to do if something goes wrong.

I tested the end-to-end experience with 10 users across mobile and desktop, focusing on task completion, ease of use and navigation across multiple flights.

What I learned

• Mobile users took longer to locate the correct flight segment on longer itineraries because fewer segments were visible at once.
• None of the users used the collapsible accordions, so I removed them from the final design.
• Although 6 of 10 users preferred separate departure and return tabs, I retained the passenger-based view to remain consistent with the wider booking experience.

All 10 usability-test participants completed the end-to-end flow. After launch, behavioural analysis showed that user struggle decreased by more than half.

The final experience gave users clearer feedback about eligibility, availability and saved selections across mobile and desktop.

This project reinforced the importance of making system status visible. A selection flow is not complete simply because the action succeeds technically. The user must also understand that it succeeded and know what can happen next.

Not every proposed improvement was implemented. I recommended using meal imagery to help users understand their options, but this was not taken forward due to business constraints. Within the feasible scope, I prioritised clear eligibility, immediate confirmation and consistency with the wider booking experience.