Delta.com
The new Delta.com was initially divided into 6 towers:
- Journey
- Personalization
- Shopping & Booking
- Merchandising
- Online Check In
- Loyalty
Although new to the team, I inherited one of the most intensely complicated work streams, Journey - the customer's experience from the moment they book their flight, until they reach their destination. It included use cases like:
- MyDelta - Dashboard, Summary & Wallet
- Seat Selection
- Baggage - Tracking, Lost/Damaged Items, Claim Filing process
- Flight Status & Schedules - Communicate a dense amount of information in a clear & informative way
- Manage My Trip - Change, Cancel, Upgrades, Add Special Services, Car, Hotel, Activities, etc
- Receipts - View, Search, Sort, Tag & Group
- Social & Sharing
Throughout all stages of the project, responsibilities included:
- Collaborating closely with business analysts, visual designers, and developers as I translated business requirements and use cases into innovative concepts and detailed functional designs
- Designing and facilitating testing, then translating findings to requirements and design improvements
- Creating personas, workflows, information architecture, wireframes, and documented interface guidelines and specifications
Factors that contributed to the overall success of the project are:
- Constant Collaboration - both internally and with the client.
- Clear Communication - again, between team members and with the client
- Flexibility - The new site wasn't a complete redesign from the ground up, so existing back-end framework necessitated that we come up with smart ways of working with old technology
Throughout the most complicated use cases, arriving at mutually acceptable solutions that met a rigorous standard for excellence was challenging, but lines of communication were very open and accommodating on both sides which made the process work exceptionally well.
