Well, hello there.
I’m a Lead UX Designer in the Dallas area with experience across e-Commerce telecommunications, healthcare, and air travel hospitality. My passion is in building collaborative design teams and tackling complex challenges to create simple, cohesive, and user-friendly experiences that meet both customer needs and business goals.
Lead UX Designer at Southwest Airlines
(Day of travel, Starlink, Lounges, Getaways, Customer Loyalty and more)
Dallas, TX. October 2025 – Present.
I lead and mentor design teams across enterprise initiatives, while striving to champion evolving design workflows for an agentic future, helping designers use emerging tools thoughtfully, solve complex challenges creatively, and improve efficiency in our ways of working. By pairing innovation with critical thinking and intentional process, I empower designers to deliver meaningful customer experiences, scale their impact, and drive measurable business outcomes.
Additional accolades from my role include:
- Led UX design and operational launch for the transition from unassigned to assigned seating, delivering a seamless day-of-travel experience with zero critical defects.
- Led a team of designers in launching and enhancing the Starlink connectivity portal, creating seamless customer access to onboard connectivity, improving the overall inflight experience and service offering.
- Led a team of designers in shaping the digital experiences supporting the Southwest® Icon Lounge, creating a cohesive, elevated customer journey that extends the lounge experience across digital touchpoints.
Senior UX Designer at Southwest Airlines
(Day of Travel)
Dallas, TX. March 2022 – October 2025.
My role honed in on a mission-based cross-functional and cross-departmental team, focused on service modernization and the Customer’s day of travel digital experience. Responsibilities included seeing through design projects from early strategy through launch & beyond, leading & facilitating full-week design sprints, mentoring peer designers, analyzing user research data to inform the design, partnering closely with DesignOps to ensure design system integrity, and fostering inclusivity by designing accessible Customer experiences across consumer-facing responsive web and native mobile platforms.
Additional accolades from my role included:
- Lead and guided other designers in transformational change efforts while providing day of travel subject matter expertise in support of the companywide launch of seat assignments and native app updates for a trip-focused day of travel experience.
- Successfully designed, consulted on, and launched the minimum viable product and further enhancements to our total digital bags experience including: a feature that allows Customers to add checked bags online to reduce time on task by several seconds on average at the airport kiosk, a feature to track checked bags online and from your mobile device, and a white-label feature to self-serve the report of lost/delayed/damaged bags for streamlined Customer CARE followup.
- Designed and launched a new feature of the booking process that would allow parents of eligible Lap Children to book online, reducing their time on task at the airport kiosk.
- Lead the Culture Committee for the digital department in 2024, while accepting the call to become a Companywide Culture Ambassador for Digital in 2025-26.
- Visited the following stations for field research to get a better understanding of Customer pain points: DAL, HOU, LAS, DEN, PDX, and MSY.
- Facilitated a walkthrough of the assigned seating kiosk and mobile app experiences to C-suite executives ahead of launch, aligning leadership on the end-to-end customer journey and readiness for rollout.
UX Designer at Southwest Airlines
(Revenue/Booking)
Dallas, TX. April 2018 – March 2022.
Advocating for Southwest Customers on a lean team of designers. My role included aspiring to improve the desktop, iOS, Android, and mWeb booking & self-service experiences for both dotcom and Southwest Business within the Marketing Digital Products team. Responsibilities included seeing through design projects from early strategy through launch & beyond, leading & facilitating full-week design sprints, analyzing user research data to inform the design, and fostering inclusivity by designing accessible Customer experiences.
Additional accolades from my role include:
- Proved out a disruptive booking upsell modal across multiple tests/design iterations. Replaced the upsell modal with a price page upsell that led to a significant increase in Business Select purchases and no impact to the exit rate in both desktop and mobile platforms.
- Designed a post-purchase upgrade experience that increased upgrade sales. Iterative UX adjustments led to an increase in visits, reduced the exit rate, and increased upgrade sales again.
- Advocated for, sprinted on, and designed a Customer-centered page to learn about Southwest fare benefits that led to an overall increase in purchases.
- Took quick action to design and build initial solutions in support of government mandates for U.S. Entry in response to the COVID-19 pandemic.
- Improved Customer sentiment by briefly providing a simple way for Customers to turn pandemic-acquired Travel Funds into Rapid Rewards points in 2020.
- Brought SWABIZ to mobile booking platforms and provided flexible “book on behalf” functionality to Travel Managers on desktop.
User Interface Designer at Availity
Richardson, TX. April 2015 – April 2018.
Represented the UX team as the only designer in the Richardson office, focused on web apps with the goal of reducing insurance paperwork for healthcare providers. My role included evangelizing design thinking & accessibility, facilitaing workshops, conducting user research and following through with iterative design in support of the software development teams in Richardson & Jacksonville, Florida.
UX Designer at At&t
Dallas, TX. June 2014 – April 2015.
Contracted by Tekzenit to design AT&T Network On Demand, a self-service tool for network administrators to purchase and manage software defined networks for enterprise.
Education
B.F.A. in Graphic Design
Savannah College of Art & Design (SCAD) Savannah, GA. May 2014. G.P.A. 3.92, Dean’s List Honors, Summa Cum Laude. Received SCAD Academic and Artistic Scholarships.
SAfe Certified product manager
Scaled agile, Inc. August 2022.
UX Certification
Nielsen Norman Group certified. Credential ID #1016273. December 2021.
Accessibility for Web Developers
SiteImprove certified. May 2020.
Design Thinking for Innovation
Coursera certified, University of Virginia Darden School of Business. July 2018.
Skills & Tools
Design LEADERSHIP & STRATEGY
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UX strategy & vision
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Design team leadership & mentorship
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Cross-functional collaboration
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Stakeholder alignment & executive presentations
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Design operations & ways of working
AI & EMERGING WORKFLOWS
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Agentic workflows & AI-assisted design
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AI tool adoption & enablement
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Rapid prototyping & experimentation
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Human-centered AI experiences
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Critical thinking & design judgment
Product & Experience design
- End-to-end UX & service design
- Journey mapping & service blueprints
- Information architecture & user flows
- Interaction design & prototyping
- Design systems & experience consistency
RESEARCH & VALIDATION
- User research & usability testing
- Qualitative & quantitative insights
- Data-informed design decisions
- Hypothesis-driven experimentation
- Accessibility & inclusive design (WCAG 2.1 AA)
BUSINESS & DELIVERY
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Product outcomes & business alignment
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Agile delivery & design sprints
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Requirements discovery & prioritization
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Experience metrics & success measures
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Enterprise initiative leadership
TOOLS & TECHNOLOGY
- Figma & Figma Make
- Miro, FigJam
- UserTesting & UserZoom
- Microsoft Teams
- Copilot, Claude, ChatGPT
Reviews from co-workers
A sample of the kind recommendations from folks I’ve had the pleasure of working with over the years.
“Taylor is highly talented in her craft and will bring a lot of value to any team. She has great talent in visuak communication but can also engage in strategy discussions, which is a must-have for any UX team. Most importantly, Taylor is extremely friendly and has a positive attitude that makes her easy to work with.”
“I have had the pleasure of working with Taylor for about a year. She is great to work with. She has a great eye and thought process about user interfaces and user experience. She is always looking for ways to improve existing things to ensure the highest level of service for the customers. Taylor is well connected and liked due to her desire to learn, continuous improvement efforts, depth of knowledge/skill and her positive attitude. Her broad knowledge of UX design would be an asset to any company.”
“Once you’ve known her long enough, Taylor becomes your go-to person. She has been my peer, classmate, and friend for many years… Taylor is more than just a close friend; she’s one of the hardest working people I know and working with her is a pleasure and an experience I’d recommend to anyone.”
Like what you see? Say hello!
Thank you for your interest in my work. Feel free to ask me anything or set up some time to meet. I’m happy to bounce off ideas, review feedback, or even just get a cup of coffee and chat.