Designing Human-Centred Customer Experiences in MCP Integrations

An AI assistant’s ability to access flight options does not mean users can easily find the right one. This is the key distinction highlighted by a test of the Turkish Airlines MCP integration developed by Turkish Technology for an Istanbul–London flight search: a technically functional connection can still leave room for improvement in the end-user experience. At X Mind Solutions, we assess this issue not just in terms of access to data, but also in terms of how that data is presented to people.

MCP is a protocol that standardises how AI applications access tools and data in external systems. Making the retrieved response understandable to users, however, is a separate design consideration. In a flight search, fields such as option identifiers, airport codes, aircraft type codes and fare classes are meaningful for communication between systems. Passengers, by contrast, usually want to know when they will arrive, how much they will pay and what conditions apply to their ticket.

The first area for improvement is presenting technical fields alongside verified explanations. For example, an aircraft type code could be accompanied by a recognisable model name, while a fare class could be shown with the change and cancellation conditions for the relevant ticket. The critical boundary here is to avoid drawing unsupported conclusions from codes. A fare code alone should not be turned into a statement guaranteeing flexible cancellation rights, nor should an aircraft model be used to guarantee a particular level of seat comfort.

The second area is linking options to the user’s purpose. Business travel, holidays and budget priorities may call for different comparison criteria. Rather than labelling a flight as ideal for business travel, however, it is more useful to explain the reasoning behind the recommendation. Verified information such as arrival time, total fare and transport from the airport helps users decide according to their own priorities. If those priorities are unknown, asking about them is a more sound approach than making recommendations based on assumptions.

The third area is practical information that connects flight data with the onward journey. Airport transfer options, weather information and price change alerts can be considered potential enhancements to the experience; they should not be presented as verified features of the existing integration. The use of such information should depend on reliable sources and checks that it is up to date. Similarly, passenger preference or satisfaction rates should only be used when verifiable data is available; illustrative percentages should not be presented as actual customer behaviour.

Designing human-centred MCP responses does not mean removing technical data altogether. Structured fields can be retained and accompanied by user-friendly summaries, clear conditions and reasoned comparisons. This approach aims to reduce the language model’s need to interpret raw codes and to present users with clearer options. At X Mind Solutions, our core design criterion is not simply whether the system responds, but whether its response is accurate, understandable and helpful for decision-making.