Personas

Persona	Key details	Goals and needs	Pain points	Implications for design
Traveler Taylor	- Age: 25–45 - Flies a few times per year for work or leisure - Uses phone and web with comfort - Quote: “If I am stuck at the airport I want to know what I am owed.”	- Fast check of eligibility - Simple claim start with ticket scan - Clear timeline of steps and payout	- Rules feel confusing - Forms take too long - Claim status is unclear	- One-tap claim from ticket image with text extraction - Plain language summaries of rights - Progress tracker with key dates and next actions
Frequent Flyer Fran	- Age: 35–60 - Consultant or sales professional always on the road - Strong tech comfort - Quote: “Time is money. I cannot chase emails all day.”	- Full automation from intake to dispute - Connect flights from calendar or tracker - Faster payout with fewer touches	- Repeated data entry - Slow back-and-forth with airlines - Hard to compare offers with the rules	- Auto-import flight data - Managed claim email that logs all correspondence - Side-by-side comparison of airline offers vs rule checks
Everyday Emma	- Age: 20–35 - Occasional traveler - Basic tech comfort - Quote: “I did not know I could claim for that delay.”	- Short guided claim process - Learning about rights in simple terms - Trust that data is secure	- Legal text is hard to read - Fear of scams - Worry about data sharing	- Step-by-step flow with plain language - Clear consent screens and privacy labels - Security and verification badges throughout
Law Firm Leo	- Age: 30–55 - Legal partner or claims specialist - Moderate tech use - Quote: “Send me organized cases ready to go.”	- Grouped cases by flight ID - Organized evidence and communication threads - Easy file export	- Missing or incomplete documents - Disorganized user submissions - Time wasted verifying details	- Auto-bundle claims from the same flight - Generate full case file with attachments - Export-ready PDF or email package
Marketing Max	- Age: 28–45 - Growth or ad campaign manager - Quote: “We need to reach people right when the delay happens.”	- Launch ads triggered by live flight delay data - Pre-filled claim landing pages - Measure user conversion	- Manual ad setup too slow - Hard to target relevant passengers - Poor tracking of results	- Connect to delay APIs for real-time ad triggers - Automated geo-targeting by airport - Live campaign dashboard with conversion rates