2025
2026
Claim My Flight
A web platform for EU flight compensation claims (rebuilt from MVP for the German market).
Back to works
Claim My Flight helps air passengers receive compensation for delayed, cancelled, or disrupted flights under EU Regulation EC 261/2004. The client had independently developed and launched an MVP, but early testing revealed a serious problem: users were dropping out of the claim form before completing it. The process felt bureaucratic and stressful, the UI logic was confusing, and too many people couldn’t get through the six-step form without abandoning it entirely. The client brought me in to diagnose the issues, restructure the experience from the ground up, and lead a small cross-functional team to deliver a complete redesign — from the landing page to the personal claim dashboard.
Role
Product and UX/UI Designer, Project Manager
Team
Product Owner, Marketer, Artist, Developers, SEO-expert
Timeline
4 months in total incl. research (in production nowadays)
Project scope
- Market & audience research: analysis of the EU flight compensation sector, user behavior patterns, and the emotional context of the claim process (stress, distrust, confusion about legal procedures).
- Competitive audit: review of 3 key competitors in the European flight claims market (identifying UX gaps, trust signals, and form design patterns).
- User research: written blitz surveys with 25 participants and in-depth interviews with 10 real users to identify drop-off reasons, anxiety triggers, and expectations from the claim process.
- UX architecture: complete restructuring of the claim form — from 6 steps to 4, with a logical grouping of questions and adaptive branching based on user input.
- Illustration system: development of narrative scenarios and storylines for a custom illustration series, executed by a dedicated illustrator to communicate a human, approachable tone throughout the product.
- Project management: coordination of a small team (illustrator, advertising specialist, HTML developer).
Key achievements
–37%
Average claim form completion time (by restructuring the flow from 6 steps to 4).
–50%
Time required to register a new user account. Achieved by merging registration into the claim form itself, eliminating the separate sign-up step that existed in the original MVP and caused users to drop off before even starting their claim.
–10%
Mid-form drop-off rate reduced from 15% to 5% after redesigning the highest-abandonment screens.
35
Users surveyed (written blitz) and interviewed in-depth during the discovery phase.
3
Key competitors analyzed in the EU flight compensation market.
All metrics are based on comparative testing against the original MVP prior to the public launch of the redesigned platform.
Task
The MVP had a real product and real demand, but the experience was losing users at the most critical moment: the claim form itself. The original six-step flow was structured around the client’s internal assumptions about what information was needed and when, rather than how users actually think and feel when they’ve just had a stressful flight disruption. People arrived confused, anxious, and unfamiliar with their legal rights, and the interface did nothing to address that.
My task was to understand exactly where and why people were dropping off, then restructure the entire claim flow around user psychology: reducing cognitive load, building trust at every step, and making a complex legal procedure feel manageable. The goal wasn’t just a cleaner UI: it was a product that converts hesitation into completed claims.
Goals
- Reduce form drop-off by eliminating unnecessary steps and restructuring question logic.
- Build trust at every stage: the user should always feel safe, informed, and in control.
- Design a visual language that is professional yet human (avoiding the cold, bureaucratic aesthetic typical of legal services).
- Create an adaptive experience that works consistently across all screen sizes.
- Establish a component system ready for future language and market expansion.
Process highlights
Filing a compensation claim after a disrupted flight is already a stressful experience. The design challenge here wasn’t just simplifying a form, it was rebuilding trust at every step of a process that users approach with anxiety, skepticism, and very little knowledge of their legal rights. The highlights below reflect the key decisions that turned a high-dropout MVP into a structured, human-centered claim flow.
Guided progress
Users always know where they are, what's coming next, and how much is left: turning an unfamiliar legal process into a structured, navigable journey.
Always informed, never stuck
Every form screen includes contextual hints, field explanations, and a back button: so users can correct mistakes and move forward with confidence at any point.
Adaptive route logic
If connecting flights are involved, the form expands dynamically to capture each stage, without adding complexity for users who flew direct.
Plain-language incident classification
Users choose what happened to them in everyday terms — not legal categories. The system maps their answer to the correct regulatory framework internally.
Contextual branching
Once the disruption type is selected, the form adapts instantly: asking only what's relevant to that specific case and keeping every screen focused and clutter-free.
Instant eligibility signal
An immediate preliminary indication of claim eligibility — shown before the user invests time in the full form, targeting the highest drop-off point in the MVP.
Digital signature
The signing screen presents the eligibility outcome upfront, then collects a digital signature to authorize the claim.
Claim confirmed
Once submitted, users receive a personal claim number and a direct link to track progress.
Transparency that builds trust
Users see exactly how their case will be handled: step by step, including what happens if the airline refuses to cooperate.
Claim dashboard, not just a receipt
Users get a dedicated page with their claim number, route, current status, and next step: a clear reference point from submission to payout.
Full claim summary
The complete itinerary, passenger details, and booking reference in one place: so users can verify their data and contact support.
Clear fee breakdown
Users immediately see the full compensation amount, the service fee, and the final payout in one place. No hidden costs, no surprises in the future.
Trust before the first click
The main LP is around the user's key hesitations: legitimacy, cost, and expected outcome. Users arrive skeptical: it should earn their trust before asking for anything.
Claim check attracts attention
The departure/destination search is the first interactive element: users can begin immediately, without reading through the full page.
Illustration as an emotional layer
Custom hand-drawn characters set the tone: a service that's on your side, not a legal office. Each scene was developed from original narrative scenarios.
Technical consistency
- All design layouts are created for desktop, tablet and mobile, with consistent handling of breakpoints, content reflow, and touch targets across all screen sizes.
- The necessary active states are defined and visualized across all interactive elements: form inputs, validation errors, hover states, dropdowns, step progress, upload areas, and empty states.
- A custom illustration system was developed with defined narrative scenarios — all characters and scenes were drawn by hand, not generated, ensuring visual consistency and brand ownership.
- HTML templates were prepared and handed off to the development team with full component documentation, interaction notes, and layout specifications for all three breakpoints.
- The project’s working files are structured and organized in Figma (components, auto-layouts, variants, and a shared UI kit) and fully prepared for developer collaboration and future language/market expansion.
Working with Alex was a turning point for us. Before we brought him in, our initial MVP had too many issues: frequent errors, confusing steps, and a lot of users dropping off before finishing the application. Alex quickly got to the root of the key problems and fixed them in a structured, product-minded way. He simplified the flow, improved the logic, and made the whole process feel clear and trustworthy. What impressed us most is that he didn’t stop at “just fixing”. He also spotted additional gaps we hadn’t noticed and предложил improvements that made the product more user-friendly and genuinely customer-oriented.
Waldemar B.,
Head of Claim My Flight Project Team