After launching the Free WiFi initiative, the focus shifted to improving the Seatback experience. Delta introduced an innovative concept of logging into your seatback to create a more personalized experience.
In-person testing with volunteer internal employees and external participants through an outsourcing company
Product Insights evolved as Endava continued to review and create a process for combining UXR with metrics from Qualtrics
Technical implementation supported through upskilling business and agile processes, workshopping to create stakeholder alignment
My Role
My work on Delta Seatback design involved coordinating, launching, and testing seatback designs to improve performance and gather feedback on a new concept: the ability to log into your seatback. In this engagement, I coordinated with both the Delta in-house research team and an outsourcing company to recruit participants and wrote the test script. I also conducted the in-person sessions along with my teammates. We staged 4 seatbacks in an on-site room at Delta and ran the in-person session concurrently.
After the sessions, I gathered and analyzed all feedback, developed insights to inform the optimal design, and worked with the design team to improve the solution.
In-Person Testing for Log In
Evolution of Processes: Product Insights at Delta
My role as a consultant with Delta Airlines through Endava was to mature their UX practice. Here, I focused on how to leverage user-research to create a insights-based practice.
