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
In the long-term engagement with Delta, I managed ambiguity by wearing many hats. Endava was originally tasked with supporting Delta in launching the Free Wi-Fi Initiative. First, our core consultancy team began by understanding IFEC's business, development, and design processes. We noticed a few issues: first, their requirements were not ideal; a mix of business and development requirements was in the same document. We began by organizing and implementing new agile processes. My contribution directly showed how user research and agile should work together.
Then, we started to unpack the design of the Log In screens. Here, I worked as a service designer, creating sitemaps in Mural and documentation spanning both front-end and back-end systems. Once we understood the sitemap, API’s, and other systems, we could strategically implement changes at the development level.
As we moved through the project, I became the lead user research consultant, working with the in-house research department to run tests on usertesting.com, launch user surveys to gather insights, and implement updates.
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.
