Consulting for Delta Airlines IFEC (In-flight Entertainment and Communications) with Endava, we worked closely with Delta prior to the launch of their Free WiFi initiative:
Provide UX/UI direction for Android and iOS design
Support internal processes through upskilling the team in agile, creating leadership alignment, and leading workshops
Implement a user research process for IFEC, working with Delta’s internal research teams.
My Role
During my engagement with Delta's Free Wi-Fi Initiative, I bridged user research, design, and business strategy to navigate complex organizational dynamics. We began by auditing IFEC's existing processes and identified a critical gap: business and development requirements were conflated in a single document, creating misalignment. Our team led the implementation of structured agile processes that established clear separation of concerns. To understand and advocate for the customer I integrated user research into design processes.
As the project evolved, I took on service design responsibilities, mapping user journeys and architecting the information structure for login and authentication flows. This work required close collaboration across front-end and back-end systems—I documented both user-facing experiences and underlying technical requirements to ensure cohesive implementation.
In the final phase, I transitioned to lead user research consultant, partnering with Delta's research team to execute a comprehensive testing strategy: moderated usability tests on UserTesting.com, quantitative surveys to validate insights, and iterative implementation cycles. This multi-method approach ensured design decisions were grounded in both qualitative and quantitative user evidence. This evolved Delta’s understanding of their product at launch, improvements over time and ultimately built out a product insights practice within the team.
This initiative launched on 8 planes in 2024 and is now on over 1,000.
Log in Experience
Using Mural, the log in flows were mapped through front-end flows, through screens, and service design maps were created to understand both front and back-end of the system.
Internal Processes | Agile Methodologies and UX Research
Leading the direction of research within IFEC, upskilling the team and coordinating with design and development, a process map was created to support the flow and implementation of proposed improvements.
During the course of the engagement with Delta Airlines and Endava, many feature improvements were launched through and understanding of research, insights with Qualtrics, and technical improvements.
Product Insights
As the practice of user-research and data and metrics matured, we hosted workshops to explore and expand customer insights.