• Part of a UX Design Team of 7, reported to the UX Design Manager, and was responsible for designing consumer-facing products and enterprise systems, and tools for internal ops teams.
• Owned designing new experiences in the Account Management portion of the cross-platform app to increase self-service enablement and reduce the percentage of manual communications to operations. At launch, Account Management users increased 71% with an average monthly user base of 1,440 YTD.
• Designed and influenced the direction of the Delta admin tool to manage Delta Medallion to support the Wheels Up and Delta Airlines partnership. Designs were delivered within 3 weeks.
• Owned design for internal travel management (booking, planning/building trips, etc.) tool (BlueSky) redesign and design uplift for our member services team to enhance user experience and increase performance, accessibility, simplicity, and efficiency. BlueSky was replacing Atlas’ (member account information management tool) experience with BlueSky’s cloud-based architecture.
• Responsible for updating member-facing app/website to meet new design system standards.
• Created payment resolution and error handling experiences by designing clear pathways for declined payment recovery, enabling members to quickly settle charges without contacting support. This resulted in directly reducing operational communications while improving payment success rates.
• Built a comprehensive billing interface showing purchase activity, payment methods, statements, and transaction details across multiple funding sources (credit cards, prepaid funds) that gave members complete financial transparency and control.
• Created downloadable statement systems organized by payment method with intuitive date selectors, putting complete financial records at members' fingertips while reducing support ticket volume.