Designing for the Humans Behind the Headsets
Southwest Airlines is known for great customer service—but with growing digital demands, their internal tools need to evolve too.
To enhance the agent chat experience within their C360 platform, I collaborated with their team to improve the system's intuitiveness, efficiency, and support for the fast-paced needs of their agents.
We worked together to simplify complex workflows, improve usability, and bring thoughtful design to a tool that helps agents deliver the friendly, reliable service the airline is known for.
Client
Southwest Airlines
Year
2024
Team Structure & My Responsibilities
Senior Manager of Technology
Senior Product Owner
Product Owner
UX/UI Designer
Engineer
Strategy Consultant
UX Researcher (Me!)
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Discovery (2 weeks)
Ethnographic Research | Stakeholder Workshops
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Ideation (2 Weeks)
Wireframing | Gamification Strategy | Push Notification Strategy
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Design Partnership (6 weeks)
Design Alignment | Empathy & Advocacy | Implementation Guidance