My Role: Product Designer
Platform: Desktop & Tablet
Type: Staff-facing
Project scope: 1 year

Customer Journey Plan is a product from Emirates airline that tracks the journey of its travellers, giving relevant information to the airline's staff, allowing them to make informed decisions to solve any possible deviation and ensure a happy experience.

Challenge

Transforming a rough idea into a workable and pleasant to use product using material design guidelines.

My process

I talked with Emirates frontline staff to understand their experiences and how this product could help them make better decisions. This approach allowed me to put myself in their shoes and came up with different solutions that guided my design iterations.

Ideation

Combining the visions of the team

Doing fast and ugly sketches inspired my stakeholders to share their ideas and feel the product as their own.

I sketch to empty my mind, understand, assimilate the information, remove the noise, and come with a simple solution.

Iteration

Design, test, and do it again

We tested in many ways, with paper prints, with low and high fidelity clickable prototypes and the qualitative and quantitative research obatined guided my iterations.

Result

Information and design in balance