March 2019 - august 2019
viper delays project
The Legacy Service Recovery applications are in-house developed tools used to find alternative itinerary options for passengers inconvenienced by irregular operations, process customers that have been rebooked and restore them in order to allow the passengers to use automated channels for checking in or boarding their rebooked flights.
VIPER Delays is an app used by Delta that helps agents batch process and, if needed, rebook customers affected by delayed flights and missed connections.
uX
Analyzing the tools used by agents to process and rebook passengers affected by delays in order to develop a streamlined version aimed at guiding agents throughout the process and simplifying their workload. Closely with development and a Delta business team, I designed and tested each function and process, as well as their impact within the workflow in order to resolve user needs. The result was a lighter and intuitive experience that turned a data-heavy experience into an easy to read flow that helped the agents focus on the task at hand.
uI
We decided to work with the company’s brand and color palette in order to maintain a visual consistency across the board. We also decided to focus on a flat design and use tools such as .svg images and web fonts in order to improve legibility and loading speed.
BA
Worked with VIPER team to analyze and document current solution, identify business requirements and refine process flows in order to develop a new product that is more efficient and easier to use.