When the pandemic grounded global travel, EF Educational Tours faced a choice: protect bookings or protect trust. I led the design and experience strategy to reimagine cancellation itself—transforming loss into possibility. Instead of refunds that would end the relationship, we created a flexible, cross-brand voucher that honored every investment while expanding every option. One voucher. Any destination. Any EF experience. Any future. It was a system-level idea that preserved value, deepened loyalty through crisis, and proved that the most powerful brand moments aren't built on promises kept, but on how you respond when everything changes.