April - June 2025
Integrating Add-on Services into Lufthansa Cargo´s Future Digital Booking Flow
Only about 1% of e-Bookings made on Lufthansa Cargo’s platform include any services from their portfolio of Add-on Services.
This is the result of a disjointed booking experience. Business booked their cargo shipments on the new Future Digital Booking Flow (FDBF) while Add-on Services were booked on a legacy platform called BookIT Cargo.I was brought onto the team to integrate their growing portfolio of Add-on Services into the existing FDBF.
I explored multiple interaction models, prototyped solutions, and delivered a scalable interface for the initial, save offer, and update booking flows. My focus was on bringing visibility to the Add-on Services while maintaining a familiar booking experience and reducing friction for B2B users navigating a complex enterprise system.
This is the result of a disjointed booking experience. Business booked their cargo shipments on the new Future Digital Booking Flow (FDBF) while Add-on Services were booked on a legacy platform called BookIT Cargo.I was brought onto the team to integrate their growing portfolio of Add-on Services into the existing FDBF.
I explored multiple interaction models, prototyped solutions, and delivered a scalable interface for the initial, save offer, and update booking flows. My focus was on bringing visibility to the Add-on Services while maintaining a familiar booking experience and reducing friction for B2B users navigating a complex enterprise system.
Team
UX Designer: Me
Senior UX Designer: Resa
Timline
2.5 months
My contributions
🤝
Requirements → Solutions
worked closely with business and marketing teams to translate product goals into user-friendly solutions
🧩
Design Systems Alignment
Collaborated with the design systems team to ensure all final designs used existing components, streamlining implementation under tight development timelines.
📦
Development Handover
Worked hand-in-hand with the development team to ensure design feasibility. Prepared a comprehensive handover file to support efficient implementation
Initial challenge: finding the correct placement for Add-on Services
Placing the Add-on Services within the existing e-Booking flow was tricky. Do we fit it into the basic information screen? routing and pricing? summary? We considered a dedicated page for Add-on Services, but after discussions with product and marketing, we decided to integrate it into the page that made the most semantic sense. Given the low adoption rate and the high frequency of daily bookings performed by the user, the Summary page—later renamed to “Checkout”—was the most appropriate placement.
Preserving client trust with crystal clear “add to booking” patterns
Placing Add-on Services on the checkout page posed a key risk—users needed to clearly understand that services are available to be booked but have not been added to a booking by default. I spent a considerable amount of time prototyping various cases and validating the experience through peer testing in order to be certain that we don´t lose client trust at this critical point in the booking process.
Create vs. Update Booking
The Create flow supports users as they make a new e-Booking from scratch, guiding them through the required basic information, shipment details, routing, and optional Add-on Services. The Update flow allows users to modify an existing booking. My goal was to design familiar patterns to make updating Add-on Services as seamless as adding them. The Update flow introduced added complexity due to the handling of pre-filled data, service availability changes, and pricing updates. It also presented an opportunity to promote Add-on Services within an existing booking.
Create Booking
Update Booking
Overcoming stakeholder bias for a full screen “Update Booking” experience
The client's product and marketing team held a bias towards any sort of full page experience. Since the majority of booking don´t have Add-on Services, they feared they would be designing a solution most users don´t need. The design systems team also challenged the pattern, noting it didn’t exist elsewhere in the application. While we explored alternatives, we ultimately leveraged the fact that development would only trigger one /addtobooking call. Without a focused view to preview changes before confirming them, the update process risked confusion—something Lufthansa is committed to avoiding.
Writing UX copy for the edge cases
I worked with developers to understand all the reasons Add-on Services might not be available for a booking. Are they not available due to the route and shipment details? Is it simply a technical error? Have prices or availability changed due to updated pricing or routing?
I unpacked each of the cases to understand the root of the issue then wrote appropriate UX copy in alignment with Lufthansa's professional, direct, and neutral tone to give guidance and set expectations for the user.
Functional/technical error – AoS currently not available
No Add-on Services available
Add-on Service pricing has changed due to updated booking details
Add-on Service is no longer bookable due to updated routeoking
Outcomes and Learnings
🪢
Integration without disrupting primary user goals
Users can now add services seamlessly to the booking. Those who don't require them enjoy a practically untouched experience.
🥚
The chicken or the egg?
worked closely with business and marketing teams to translate product goals into user-friendly solutions
🏗️
Scaleable UI patterns for future services
Designed a flexible UI system that supports both complex and simple services, enabling easy integration of future Add-ons with minimal changes.