OVERVIEW
Employer: American Airlines
UX teams: Information Architecture, Design Thinking
Timeline: 2015 - Present
Tools: Axure, Visio, Qualtrics, Mural
Information architecture
2015 - 2018. As an information architect, I defined UX strategies and architecture for a variety of projects supporting customers and employees. Touchpoints include AA.com, AA app, self-service machines, and employee applications. Deliverables for these projects include flow charts, wireframes and presentations.
Customer-facing projects
Booking flights
Checking in
Canceling trips
Making purchases
Business rewards program
Journey mapping
Employee-facing projects
Reference sites for reservations and loyalty call centers
Flight attendant apps for in-flight service and swapping positions
In-flight wi-fi management app
Query tool for fare pricing
UX process, mission, and guiding principles
Design thinking
2018 - Present. As a design thinking coach, I lead a team of design thinking facilitators and coach individuals to become facilitators and practitioners. In addition, I work with the team to establish design thinking as a practice with the ability to scale across the enterprise.
Workshops facilitated
Taste of design thinking
Mobile home page
Payment
Check-in
Certifications
IBM Enterprise Design Thinking Practitioner
IBM Enterprise Design Thinking Co-Creator
Please contact me if you’re interested in additional details about my work.
