British Airways

At British Airways, I was responsible for the BA post-booking experience - Manage My Booking. Welcome BA customers to get travel-ready with seamless and stress-free by providing the right information and service in the right way.

Role

I was the lead product designer for “Manage My Booking” responsible for rethink and rebuild “Manage My Booking”. I worked with multiple stakeholders to create simple, user-centred delightful experience for “Manage My Booking”.

— User experience
— User interface
— User-centred design
— Design thinking
— Design strategy

Challenges

Rethink how BA approaches these areas of “Manage My Booking”.

— Manage My Booking landing
— Itinerary
— APIS - Advanced Passenger Information System
— Baggage
— Meals

Create design patterns that can be used across multiple “Manage My Booking” flows.

Manage My Booking - Landing & Itinerary

How we structure content

Timeline — A linear diagram for multiple pieces of chronologically ordered content viewable one at a time.

Refine the flow

Combining multiple flows I take a conversational approach, asking the user one task at a time. This helps to focus the user’s attention.

Natural language and Iconography

— Using natural language to deliver a warm and human experience in digital.
— New iconography style is based on flowing lines, aimed to look like the original idea sketches by BA engineers.