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Making a complex flight-booking system self-service

A product and UX redesign for the world’s first fully electric flight school, turning a fragmented booking experience into a clearer system for customers and the operations team.

  • Product Design
  • UX
  • Systems Design
  • Shopify ecosystem
Client
Duration
4 months
Led by
Miloš
Category
UX & product
An E-Flight Academy electric training plane in flight over green fields.9/9students preferred the redesign

At a glance

What we did

  • Booking experience redesign
  • Self-service flows
  • Product-page booking
  • Operational UX
  • Technical architecture support

The challenge

E-Flight Academy’s booking experience had grown across several connected systems, while the rules behind scheduling a flight were far more complex than a normal appointment booking.

Customers could not independently manage many booking changes, while the operations team handled rescheduling, aircraft availability, instructor qualifications, weight limits, maintenance constraints and other exceptions manually.

How we helped

  1. 01

    Gave customers control over routine booking changes

    The redesigned experience brought upcoming flights, cancellations, rescheduling, booking history and remaining lessons into one place so customers could handle more of the journey themselves.

  2. 02

    Turned aviation complexity into a clearer experience

    Aircraft, instructor, location, course, eligibility and availability constraints were translated into booking flows that give customers the information they need without exposing the operational complexity underneath.

  3. 03

    Designed for operations too, not only the customer

    The project also addressed the people running the system. The experience and technical architecture were shaped around reducing repetitive operational work, avoiding errors and making the overall booking setup more scalable as the academy grows.

A student in the E-Flight flight simulator, wearing a VR headset.
An instructor pointing at a flight map on a screen, briefing a student.
The wing of an electric training plane above the clouds.

The outcome

The final validation showed a clear preference for the redesign.

9 out of 9 students preferred the new system. All 16 students and renters in the final evaluation rated overall satisfaction at 4 or 5 out of 5, and the operations team reported roughly a 50% improvement in manual workload.

By the end of the project, around 90% of the system was already in place. The remaining work was primarily about bringing the implementation fully in line with the final design iterations rather than proving the concept from scratch.

Insights

  • Hide the complexity, not the information.

    Customers see what they need to book a flight. Aircraft, instructor and maintenance rules stay underneath.

  • Routine changes belong to the customer.

    With upcoming flights, cancellations and rescheduling in one place, customers can handle more of the journey themselves.

  • Design for the people running it.

    The operations team was a user too, and reducing their repetitive work shaped the system as much as the booking flow did.

“During his project we already implemented most of what he delivered and expect to use essentially all of it: a significant improvement on what we had. Would I hire him? Without hesitation.”

Matthijs CollardCo-Founder, E-Flight Academy