Site Search Improvements
While leading the Digital Experience group, we optimized the site search experience to help customers find what they need faster.
The Improvements
Top Actions & Top Searches
We added curated content to the search interface:
- Top Actions - Quick links for trip management tasks like Check In, Change Flight, and View Reservation
- Top Searches - Manually curated list of common search terms
- Improved discovery - Customers can find common tasks without typing
Help Center Integration
We strengthened the connection between search and self-service:
- Help Center bar added to top of search results
- Help Center links on pagination bar for continued exploration
- Prominent placement guides customers to comprehensive answers
No Results Page Redesign
When searches don’t find exact matches:
- Prominent Help Center links - Clear path to find answers
- Improved language - More helpful messaging about next steps
- Removed irrelevant content - Cleaned up confusing elements
- Mobile-friendly links - All destinations optimized for mobile
Results Page Enhancement
- Help Center link added at bottom of pagination
- Better visual hierarchy - Easier to scan results
- Consistent experience - Same improvements across devices
Customer Value
Site search is often a customer’s first attempt to find information. These improvements ensure that whether customers find an exact match or not, they have clear paths to get the help they need—reducing frustration and calls to customer service.
Improved search discoverability with curated actions and better Help Center integration across millions of searches.
Curated top actions and searches improve discoverability
Better guidance when searches don't find exact matches