Delta Air Lines

VIP Select

Exclusive all-in-one scheduling app.

Role

Co-Lead, Designer

Overview

I co-led a team of multidisciplinary designers in the development of an innovative automated scheduling system for Delta Air Lines' VIP Select concierge service. This project focused on drastically improving the reservation process for Delta employees.

Our approach eliminated the manual and time-consuming process that involved over 100 steps and numerous instances of copying and pasting data entries for each reservation. We recognized that optimizing this system was crucial not only for enhancing the experience of elite flyers but also for easing the operational burden on Delta employees.

The resulting web and mobile app successfully reduced the reservation process from a cumbersome 115 steps to a streamlined 12 steps marking a 75% reduction in reservation times. The app was meticulously designed for different user roles - drivers, meet-and-greet personnel, and scheduling teams - with tailored interfaces for mobile, desktop, and tablet versions to suit the unique requirements of each team.

Emphasis on efficiency, client satisfaction, communication, and accuracy directly influenced our design framework. We ensured that the app improved communication channels between VIP Select, Elite Services, and clients. This was critical in managing schedules and accommodating the large volume of client reservation requests.

We incorporated analytics from our iterative UX research to empower the VIP Select team to continually review and improve their performance. The user interface was designed to be visually captivating and intuitive, requiring minimal training for new users.

Our solution not only streamlined the reservation process but also provided Delta employees with a more efficient, error-free system. This transformation in the backend operations significantly enhanced the overall VIP Select service that aligns with Delta's vision of a modern, efficient, and customer-centric travel experience.