Every flight, hotel, or car booking change to date have been very kindly and efficiently handled with a phone call or chat with one of our lovely travel agents — but with only so many agents it was becoming an increasingly frustrating path for users who expected to manage their own trips within the platform. I led design on a self-service trip modifications feature to allow users to change their bookings, and specifically for flights upgrade fares or switch seats, edit traveler info, and cancel trips, without an agent needing to be in the loop.