United Airlines
World renowned airine who focuses on the professional world traveler.
Products
Flight Search
Travel Options Store
Passenter Checkin Kiosk
Design
Enterprise Retail Setup
Responsive/Web for Phones
Responsive/Web for Tablets
Wireframes & Mockups
With a lengthy product development cycle, there was a need to provide a massive specification document that involved wireframes and mockups at high fidelity.
Design Triage
While features tended to be simple, the execution was very involved. Thus a design needed to be handled carefully to survive the many different stakeholders it passed through.
Workflows
In many ways, the actual flow was too complex to identify quickly, so much of the workflow effort involved collapsing unrelated flows. To omit was often as difficult as to add!
Ticket Purchase
Design
Web/Responsive
Contribution
Information Design
Wireframes
Front-End Design
Challenge
Create a way for travelers to quickly plan a flight and purchase an itinerary from any device.
Solution
Embrace the current design and optimize it for usage by more modern devices. Maintain the existing feature set.
MyItinerary Travel Options
Design
Website
Contribution
Information Architecture
High Fidelity Wireframes
Challenge
Once purchased, a ticket needed to be presented. Doing it so that it could be viewed across devices made it a web app.
Solution
Most of the parts had already been solved in other projects. How flights get purchased and what the receipt looked like was already solved. So creating a manner to view it was easy. Also, the store necessary for adding Travel Options had already been solved, so bridging the consistent features was straight forward.
Flight Check-in Kiosk
Design
Ticket Kiosk
Contribution
Information Architecture
High Fidelity Wireframes
Challenge
Insert an eCommerce store within a few screens of the check-in kiosk so that users can add travel options at the last minute.
Solution
The solution was to triage features that met acceptance criteria into an existing product experience. When the wireframes displayed all the necessary elements, wrapping them in a current presentation was easy.
Smart Travel for Smarter People
Business Priorities
I wasn’t a business traveler, and that fact was humbling. It meant I needed to listen to what the SMEs said about how professionals plan. What they expect and what they will broker. Everyone has shopped at Amazon, but the service that United.com provided demanded a higher level of understanding.
Learning the Limitations
The sheer volume of flight information that transpired across the globe had a spectacular effect on the scope. It wasn’t just transactional. Managing itineraries was serious business. Related products had to fit with what could be done.
Design Team
Business Analysts
Information Architect (Me)
Visual Design Team
Business Team
Product Managers
Product Development Managers
Reservation SMEs