I designed an online contact form for passengers with mobility difficulties to request wheelchair assistance and ensure compliance with transport regulations.
The form provided guidance, flagged potential issues with non-compliant wheelchairs or batteries, and educated users during the process.
As Lead UX/UI Designer, I addressed the challenge of passengers with mobility difficulties arriving at the airport with non-compliant wheelchairs.
I created an intuitive, accessible form to request assistance while educating users on essential transport regulations to prevent travel disruptions.
Research was essential to this project, involving close collaboration with Luxair’s teams, European aviation guidelines, and wheelchair users.
Usability tests and interviews helped gather real-world feedback to address user’s needs and expectations.
I started by creating a detailed digital user journey, followed by wireframes and a clickable prototype to test interactions.
Usability testing with wheelchair users led to refinements in language, design, and accessibility, resulting in a responsive, user-friendly high-fidelity prototype aligned with Luxair’s design system.
This project emphasized the importance of early usability testing and user-centered language, leading to fewer boarding denials and positive feedback.
Moving forward, we plan to enhance the form with smart prompts, notifications, and extend this approach to other Luxair services.
I designed this online contact form for passengers with temporary or permanent mobility difficulties.
The form allowed users to:
Beyond simply gathering information, the form acted as a guided process: it educated users about crucial rules during the request, flagged potential issues with non-compliant wheelchairs or batteries early on and offered proactive support.
As Lead UX/UI Designer, I was tasked with solving a critical problem: passengers with mobility difficulties often arrived at the airport with non-compliant wheelchairs, risking denied boarding due to the lack of accessible and understandable information during the assistance request process.
The goal was to create an intuitive, accessible form that not only allowed users to request the right level of support but also informed them about essential transport regulations to avoid last-minute travel disruptions.
Frustration from inaccessible, bureaucratic information formats.
Complex technical language that was hard to understand.
Confusion about transport rules for wheelchairs and batteries.
No proactive assistance to fix issues before arriving at the airport.
Research was a crucial foundation for this project.
I worked closely with Luxair’s internal teams, official European aviation guidelines, and most importantly with people who actually used wheelchairs.
I conducted usability tests and interviews with users and disability associations to gather real-world feedback about their needs, expectations, and pain points.
To kick off the design process, I created with the support of my team a detailed digital user journey, focusing on the structure of the information and the logical flow of steps and questions.
I then developed digital wireframes and a clickable low-fidelity prototype to test real interactions, such as navigating between form sections and receiving real-time compliance feedback. Usability testing with wheelchair users revealed that the official language was too formal, and that using simple, everyday phrasing greatly improved comprehension.
Based on these insights, I refined the mockups with conversational microcopy, supportive illustrations, and clear prioritization of key actions. The final high-fidelity prototype was fully responsive, aligned with Luxair’s design system. Accessibility was a priority throughout, with high color contrast, touch-friendly elements, and strong keyboard navigation.
This project highlighted the critical importance of early and ongoing usability testing, especially when designing for users with specific needs. It also demonstrated how user-centered language can significantly improve comprehension and overall experience.
As a result, we saw fewer cases of boarding denials due to non-compliant wheelchairs, received positive feedback from both users and disability associations, and empowered internal teams to adopt a more inclusive mindset for future forms.
I learned to challenge assumptions, truly listen to users, and emphasize accessibility as an integral part of the design process. Moving forward, the plan is to enhance the form with smart prompts tailored to wheelchair types, implement an integrated notification system, and apply this user-centered approach to other Luxair services.
