IBM / iX
Compass
Design Lead
Design System
Product Designer
Roles
Design Thinking
IBM Garage
Facilitator
Thinking
Challenge
Building on the successes of Co-Pilot v1. This initiative introduced fresh UX challenges, requiring the development of newer components within the Google Material Design framework that had not been previously conceptualized. Additionally, the absence of an established component library meant that our development team faced uncertainties in implementing novel features. This gap demanded innovative solutions and the creation of custom components to meet the specific needs of the re-booking process.
So we ran another workshop
Solution
To optimize United Airlines' Re-Booking department, we repurposed existing code from Co-Pilot, enhancing it with a new drag-and-drop functionality that allowed agents to swiftly adjust flights within a customer's itinerary. This integrated tool unified essential data—customer profiles, trip details, and passenger information—in a single, intuitive interface, supplemented with communication features. By reusing established code, we expedited development, allowing us to focus on custom features tailored specifically to the re-booking process, thereby streamlining operations and improving agent efficiency.
Rebooking user flow
Outcomes