Improving usability for airline Customer Service
company
AKQA
Role
Lead UX Designer
Problem
Users (Customer Service Specialists) were navigating multiple tools while on calls with customers
Users were repeating tasks while trying to resolve customer problems
project type
Service Design (Back/Front Stage)
Desktop only
(Mobile explored, not developed)
Outcome
New, fast access to Miles data
Improved efficiency by removing the dominant repeated task: checking on flight details
Improving usability for airline Customer Service
company
AKQA
Role
Lead UX Designer
Problem
Users (Customer Service Specialists) were navigating multiple tools while on calls with customers
Users were repeating tasks while trying to resolve customer problems
project type
Service Design (Back/Front Stage)
Desktop only
(Mobile explored, not developed)
Outcome
New, fast access to Miles data
Improved efficiency by removing the dominant repeated task: checking on flight details
Improving usability for airline Customer Service
company
AKQA
Role
Lead UX Designer
Problem
Users (Customer Service Specialists) were navigating multiple tools while on calls with customers
Users were repeating tasks while trying to resolve customer problems
project type
Service Design (Back/Front Stage)
Desktop only
(Mobile explored, not developed)
Outcome
New, fast access to Miles data
Improved efficiency by removing the dominant repeated task: checking on flight details
We visited the customer service hub in Dallas and conducted contextual interviews with several specialists. From these sessions, I created a detailed task analysis.
This enabled the team to understand key details: total steps, repeated steps, time on task.
We visited the customer service hub in Dallas and conducted contextual interviews with several specialists. From these sessions, I created a detailed task analysis.
This enabled the team to understand key details: total steps, repeated steps, time on task.
We visited the customer service hub in Dallas and conducted contextual interviews with several specialists. From these sessions, I created a detailed task analysis.
This enabled the team to understand key details: total steps, repeated steps, time on task.
With clear evidence of our specialists' challenges, we needed a framework to guide our solution. I moderated a session where the team created our UX Strategy Blueprint (full credit to Jim Kalbach for this!).
This aligned business goals with user needs and provided the 'north star' we needed to strive for.
With clear evidence of our specialists' challenges, we needed a framework to guide our solution. I moderated a session where the team created our UX Strategy Blueprint (full credit to Jim Kalbach for this!).
This aligned business goals with user needs and provided the 'north star' we needed to strive for.
With clear evidence of our specialists' challenges, we needed a framework to guide our solution. I moderated a session where the team created our UX Strategy Blueprint (full credit to Jim Kalbach for this!).
This aligned business goals with user needs and provided the 'north star' we needed to strive for.
I'm a big fan of starting ideation with pen and paper, even if you have a robust design system. These sketches were the start of how we might display Skymiles information in a useful way.
If you would like to see the entire case study, email me and let's schedule a walk through!
If you would like to see the entire case study, email me and let's schedule a walk through!
If you would like to see the entire case study, email me and let's schedule a walk through!