Internal Communications and Customer-Facing Booking

Engagement one: bridging ground and air

I was brought in to support an existing designer on an internal communications tool connecting ground staff with crew in the air. Its users spanned the operation: gate agents, flight attendants, captains, and internal operations.

The early work was defined by limited context. I was implementing against an established direction without full visibility into the underlying use case, which is a common condition on contract work and one worth naming honestly. As I spent more time with the problem, my understanding of the operational workflow deepened, and so did my ability to contribute to the direction rather than just the execution.

The tool shipped and remained in continuous use throughout the engagement.

Engagement two: customer-facing booking

On my second engagement I was moved onto United's customer-facing ticket purchasing experience.

That move happened because of what the first engagement demonstrated. Understanding an operational tool used by five distinct roles under time pressure is directly transferable to a consumer booking flow. Both are about reducing friction in a decision someone is making quickly, with consequences.

That work shipped and remains in use today.

On contract work

The two engagements were separate because each was scoped to a specific project. Contract work is structured that way: you are brought in for a defined piece of a defined problem, and when it is complete, the engagement ends.

The booking experience the team delivered went on to be recognized with an industry award. The work is live and in use today.