UX Designer at Southwest Airlines

Dallas, TX. April 2018 – Present.

Advocating for Southwest Customers on a lean team of designers. My role includes 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 include 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.

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.