IBM / iX

Co-Pilot v.1

Visual Designer
UX Designer
Design System
Researcher

Roles

Design Thinking
IBM Garage
Facilitator

Thinking

Challenge

The primary challenge was to overhaul a fragmented digital ecosystem burdened with significant technological debt and multiple outdated systems. The task was to consolidate disparate tools and interfaces into a unified digital platform that not only enhanced functionality but also presented a cohesive visual identity. This endeavor required meticulously navigating the complex legacy infrastructure to design a system that could integrate seamlessly while significantly improving the user experience and operational efficiency. The objective was to create a visually and functionally coherent platform that could support a high volume of customer interactions efficiently within a single, unified user environment.

Solution

In addressing the challenges of the Co-Pilot, our strategy involved deep engagement with the customer care representatives to understand their daily operations and challenges. We conducted thorough user interviews and design thinking workshops to precisely identify their needs and refine our solution hypotheses. Upon validation with United, our development team utilized Angular and Google's Material Design to integrate 5-7 disparate programs into one cohesive platform “Co-Pilot”.
This also involved a thorough understanding of the existing UX of United's programs, enabling me to effectively translate and refine these functionalities within the new UI. Working closely with United, I also contributed to evolving the UX of their current platforms, ensuring our redesign aligned with and complemented the newly established ecosystem, maintaining both aesthetic consistency and functional integrity.