Aero was the core application with both Lobby and Gates management experience my team oversaw daily, replacing a legacy terminal. It evolved significantly in both feature set and mobile modular designs support.

Mobile Agent was the first native mobile application launched in operations to compliment Aero. It moved from utility features to a fully developed ops tool for managing lobby and (gates) boarding management.

Although originally tested and deployed in Aero, feature planning showed it needed it’s own app, introducing a better flow with selector scrolling that won awards and improved CX public relations for United.

Developed on IBM PaaS, we rapidly developed wireframes for inflight service with similar UX patterns for the IMC App. Beverage/food stock compensation with loyalty status miles and NFC card payment support were solutioned.

Delivered a 2.0 airport-wide app for agents from global research in flight management into design delivery of at-a-glance airport-wide management at every airport a multiple levels of flight, passenger, and baggage management.

The Global Network Operations Center asked to consolidate several tools into a single dashboard for rapid ops decisions on aircraft maintenance planning. Complex policies with scheduling were simplified for quicker decision-making.

A Zebra hand scanning tool for baggage management, including freight. Researched designs for new devices in extreme conditions. Poor lighting criteria with winter gloves and goggles to reduce operational failures.

We consolidated and improved a policy CMS experience for both call center and airport staff with new customer event handling recommendations. Workshop design thinking JTBD and urgency scenarios were applied.

The outside curbside app is a utility used at airports for “curb” check-in and baggage payments. Requiring a mouse and keyboard, the new app could migrate touchpads. Readability and environmental extremities evaluated.

With hundreds of “Jet Bridge Jesus” moments of people deboarding without la wheelchair, we evaluated a new planning tool to improve 3rd party staffing between flight capacity and scheduling to reduce operational delays and improve CX.

17 Years of business, marketing and CX strategy, I bring data-rich recommendations for confidence in designed experiences, product change management and prioritizations for road mapping experiences for customer success.

Over a decade, I’ve conducted qualitative and quantitative research in global regions. I connect research with business stakeholders’ analysis into workshops to accelerate intelligence in CX gaps. Personas drive personalization strategy.

I lead product teams within complex, enterprise-dependent solutions with agile delivery. Platform/tech impact assessments and marketing goals are used for brand alignment. Service design solves business with system adoption.

My product prioritization drives customer needs with business value for roadmap planning. Within journeys, feasibility heuristics advance the product and business vision. Frameworks and readiness prioritize with investment ROI.

I evaluate customer shopping habits and loyalty patterns to personalize at scale. I evaluate macro, micro, and nano segments with analytics teams to optimize omnichannel commerce target marketing (commerce, CRM, social, app notifications, etc).