Designing Solutions to Keep Delta Climbing
“Delta Air Lines is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service.”
Delta Design Solutions
“Delta Air Lines is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service.”
Challenge: Design a solution that
1. addresses long customer service wait times
2. communicates clear carryon policies
3. helps customers quickly find their seats
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Solutions:
1. Callback scheduler
2. Luggage Fit Assistant
3. Boarding Pass Seat Locator Details
“ With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good.”
Design Challenge Mockups
*I designed all screens using Figma.
Prototype of Delta Design Challenge:
The video shows how users are able to schedule a callback to speak with a Delta representative to avoid long wait times on the phone. Users can also find solutions to their common needs on a one stop shop page with an intuitive interface.
When users click on Bag Info, they are able to not only track their bags, but also find other luggage information including how to store their carryon items. Users can also measure their items before boarding to receive storage tips that will expedite the boarding and traveling process.
paper boarding pass
Customers often confuse the aisle and window seats, even with the visuals made available on the plane. Oftentimes, customers will seat in the wrong seat and delay the boarding process. This added information in red will help customers more easily identify their seat.
mobile boarding pass
For customers who have a difficult time finding their seat while boarding or mistakenly sit in the wrong seat, I made a small adjustment to the boarding pass that details the side of the plane their seat is located and whether it is in the aisle, middle, or window.
delta chat feature
The Delta chat feature is a great way to quickly access a representative. The user from this chat experience was mostly satisfied with the service—rating each question a 5—expect for their interaction with the virtual assistant—which they rated a 2. Customers want to speak with real people. For users who are not able to use the text message feature, one solution is receiving a call back from a representative at a time that is convenient to the customer.