gned Priority Pass app

Priority Pass Redesign


Reimagining the mobile app experience for a global airport lounge network



UX/UI Designer, UX Researcher






Figma, FigJam


While airport lounge networks like Priority Pass are meant to offer an enhanced airport journey, in practice they often complicate already busy travel days.

I recently received a membership to Priority Pass, a network of more than 1,300 airport lounges. While I was thrilled at the idea of forgoing overpriced airport food and crowded gates, I quickly began to notice other travelers reporting difficulties online, including overcrowding and access issues.

User review from
User review from
User feedback from
User feedback from

This inspired me to take on a design challenge driven by the following question:

How might I provide travelers with a more seamless airport lounge experience?

How might I provide travelers with a more seamless airport lounge experience?


User interviews with Priority Pass members revealed common pain points in lounge capacity limits, wait times, and policies.

After reading other travelers’ feedback, I wanted to gain a better understanding of specific areas of friction in the current Priority Pass experience. To do so, I conducted three virtual, one-on-one user interviews with Priority Pass members who had visited a lounge more than once in the past year. 

I organized insights from the interview sessions into an affinity map to more easily identify trends amongst the three participants. Participants validated many of the challenges shared online and raised additional concerns about the Priority Pass mobile app, which was their primary means of receiving information about lounges. 

Affinity map

Ultimately, I distilled the affinity map into three major pain points to guide the next phase of the project: 

  1. Lounge availability isn't discovered until arrival. If a lounge is at capacity or closes suddenly, there’s no way for travelers to know beforehand.
  2. Time is limited when traveling. Constrained by departure times and layovers, travelers don’t have time to waste dealing with crowds and long waits at lounges.
  3. Lounge experiences are unpredictable. Between policy changes and unclear restrictions, it’s hard for travelers to know what to expect.


An opportunity to create a know-before-you-go mobile solution emerged from research insights.

Following user research, I translated each major pain point into an objective for the final design:

  • Lounge availability isn't discovered until arrival. → Share lounge status ahead of time
  • Time is limited when traveling. → Simplify the waiting process
  • Lounge experiences are unpredictable. → Highlight the latest entry policies and other restrictions

From these objectives, one message was clear—travelers need comprehensive, time-saving lounge information before their arrival. As a result, I set out to develop enhancements to the existing Priority Pass mobile app that would address this need. 


The first iteration of wireframes emphasized key lounge details and introduced a remote waitlist feature.

To visualize potential enhancements, I first created some quick sketches before going digital for a higher fidelity set of wireframes.

First iteration of sketches for the redesigned Priority Pass

In these wireframes, I focused on three main enhancements, each corresponding to one of the previously identified design objectives. I also wanted the design to reflect the busy airport conditions affecting travelers’ interactions with the app. Large touch targets, distinct call-to-action buttons, and keyboard-free input fields were included to accommodate travelers on the go.

Revised Priority Pass wireframes


User feedback helped to identify further enhancements to the remote waitlist.

After finishing the wireframes, I reached back out to interview participants for feedback on the initial design. While participants responded positively to the concept of the remote waitlist feature, they shared that it still didn’t tell them how much time they’d spend in line and that it wouldn’t be ideal to keep checking the app for status updates.

Before proceeding with the design, I made two changes to better address these concerns—adding estimated wait times to the waitlist confirmation message and providing an opt-in for push notifications. 

Revised waitlist flow


The redesigned Priority Pass app offers three new ways for travelers to save time, stay informed, and plan a successful lounge visit. 

Lounge home page before
Lounge descriptions lacked information about capacity limits or unexpected lounge closings.
Lounge home page after
At a glance, travelers can locate an open lounge by viewing its status and peak hours.
Tweet referencing long wait times
Without any insight into the waiting process available in the app, time-consuming in-person visits were required to secure a place.
With just a few taps, travelers can join a remote waitlist that notifies them every step of the way, saving valuable travel time standing in line.
Conditions section before
Lounge policies and restrictions were listed in a wall of text beneath lounge hours, location, and photos.
The information that’s important to travelers is now front and center with an added timestamp to draw attention to recent policy changes.


With the project complete, it was time to reflect on challenges and lessons learned.

After four weeks, three interviews, and many hours spent in Figma, I had envisioned a new experience for the Priority Pass mobile app. Here’s a brief look back at the project:


Although I’m not affiliated with Priority Pass, throughout the project I tried to enforce constraints to better simulate what it would be like to work on a redesign project as a UX professional. Many of my ideas, such as an in-app reservation system, were ultimately deprioritized as I considered their complexity and viability.

Lessons learned

Redesigning an airport lounge app helped me see just how much a user’s surroundings can affect a given design. Asking myself questions like “How well would this solution work for someone walking through the terminal with an iPhone in one hand and a suitcase in the other?” served as a constant reminder that the designs I create don’t exist in a vacuum.

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