Case Studies
This page features detailed case studies of selected projects I have contributed to as a user experience designer, researcher, and strategist for a variety of organizations. These case studies highlight my design thinking, problem-solving approaches, and the impact of my work. Please feel free to reach out with any questions or to discuss how my expertise can benefit your team.
Delta Vacations WorldAgent Direct Redesign
|
SummaryA team of offshore developers in the Delta Air Lines IT department created a Figma prototype to fund an update to the booking system used by outside travel agents. I joined them in late 2023 to help improve and implement a working version of it with business analysts and managers located in the US. I mocked up new pages in the Figma prototype, used AI to generate graphics, scripted interactions, and demonstrated functionality in Figma’s Presentation mode. The redesigned site introduces a completely modernized appearance over the legacy one. For example, flight listings now closely resemble those which appear on Delta.com. It also offers drastically enhanced presentation technology over the previous version, including responsive capabilities so agents can use it on a variety of mobile devices.
Role: User Experience Designer Activities: Requirements Gathering, Prototyping, Visual Design, and Style Guide Management Read the Detailed Case Study |
Delta OneUI Dispatcher Personas
|
SummaryAs the coronavirus pandemic ended and air travel returned to normal, Delta needed to hire flight dispatchers that would service new routes and replace workers who retired. The company started a project called OneUI to unify various flight information, communications, and weather tracking information tools into a common user interface that dispatchers could use to perform their work duties more efficiently. The team hired me to perform user research that would help managers make decisions about how to shape the product into something that workers would want to adopt. I partnered with project management to assemble a team that interviewed fifteen dispatchers. We analyzed the interview data using an affinity mapping process in FigJam. I used the results to generate a set of dispatcher personas and presented them to senior level management. We received positive feedback about the results. The project team continued using the personas to inform future iterations of the design and help select members of the workforce for usability testing.
Role: User Researcher Activities: Observational Analysis, User Interviews, Affinity Mapping, Presentation, and User Testing Read the Detailed Case Study |
IHG Turbo Availability Redesign
|
Summary
This project brought substantial improvements to a product page on IHG hotel Web sites used to market hotel rooms to cost-conscious travelers. It presented the customer with a calendar that listed the lowest priced room available on each day of the month. The customer could select a day on the calendar and browse a list of available hotels sorted so that the lowest priced room appeared first and the highest priced room appeared last. I performed a competitive analysis of hotel Web sites, redesigned the page structure based on my research, and created a prototype experience of the solution for the visual designer to use as a basis for his mockups. The final result produced a more usable and aesthetically appealing version of the page that worked well on tablet devices, a benefit expected to improve sales.
Role: User Experience Architect Activities: Design Review, Prototyping, Research, and Wireframes Read the Detailed Case Study |
