Beyond the day of travel.
Fly Delta answers the two questions people have at the gate before they ask: where to go, and whether it’s their turn.
Work.
A system teams could believe in.
Delta’s customer and employee products were drifting apart. I made the case for one design system, and twelve teams now build on it.
A personal flight on a shared screen.
Seatback, phone and crew concepts for more content partners in the cabin, without putting a passenger’s plans in front of the stranger beside them.
Room to grow into.
A team of six became twenty-three. What it took to give people room to progress, and what that growth cost.
Without missing a beat.
Customer-service agents were running twenty-plus tools at once. We gave their product knowledge somewhere to go.