United Airlines
Overview
At IBM iX, I played a crucial role in transforming the United Airlines' customer service operations by leading UI/UX initiatives for multiple projects, leveraging design thinking and Garage methodologies. My efforts not only improved the efficiency of service delivery—from handling more passenger issues per hour—but also established a robust design language that underpinned future digital transformations, significantly enhancing the user experience and operational effectiveness at United Airlines.
Co-Pilot v.1
Co-Pilot 1.0 revolutionized United Airlines' customer service by streamlining the handling of passenger complaints and compensation through a unified digital platform. This initiative significantly reduced response times and replaced over a dozen outdated tools, enhancing efficiency and customer satisfaction.
Compass
The Compass project at United Airlines built on the successes of Co-Pilot by optimizing the rebooking process through a dedicated digital application. This initiative improved the efficiency and user experience of managing flight changes, allowing for quicker adjustments and better customer service during travel disruptions.
Co-Pilot v.2
Co-Pilot 2.0 enhanced United Airlines' platform with updated UI designs and UX patterns, aligning with the "Orion" design system for greater consistency. It introduced a Flight Ops Manager portal, which streamlined the process of assigning tickets to available agents. These upgrades improved navigation and usability, significantly boosting agent efficiency and customer service quality.