250%
Efficiency Improvement
Agents improved complaint resolution efficiency by 250%, jumping from 2 to 7 resolutions per hour
Lake Bluff, IL/
United Airlines
Digital Transformation: Agent Dashboard & Ecosystem
Role
UX Designer & Design System Lead
Timeline
Feb 2018 - Dec 2019
Team
Cross-functional team with product managers, engineers, United UX team, and IBM stakeholders
Tools
Figma, User Research, Prototyping, Usability Testing, Design Systems, Angular, Google Material Design
Executive Summary
As the UX lead for United Airlines' agent dashboard transformation, I addressed a critical business challenge: agents were struggling with 13 fragmented legacy systems, resulting in low productivity (2 resolutions/hour) and inconsistent customer experiences. Through comprehensive user research and design of a unified dashboard that consolidated all 13 legacy systems into a single, intuitive interface, I eliminated context switching and streamlined complaint resolution workflows. The result was a 250% improvement in complaint resolution efficiency, with productivity increasing from 2 to 7 resolutions per hour. This success led to two additional major projects: Compass (a re-booking tool with drag-and-drop functionality) and Co-Pilot v2 (featuring an Ops Portal for managerial oversight). Overall, these initiatives established United Airlines' first enterprise design language, achieving 40% faster re-booking times, 25% better operational oversight, and the longest consecutive partnership for IBM's Chicago iX Studio.
My Role
- •Led UX redesign of agent dashboard consolidating 13 legacy systems (Co-Pilot v1)
- •Conducted comprehensive user research including interviews and ethnographic studies
- •Designed scalable information architecture for complex data relationships
- •Streamlined workflows that reduced agent cognitive load
- •Built Compass re-booking tool with drag-and-drop functionality (40% efficiency gain)
- •Led Co-Pilot v2 with Ops Portal for managerial oversight (25% oversight improvement)
- •Established United Airlines first enterprise design language across all tools
- •Managed junior designers from both IBM and United UX teams
- •Built strong stakeholder relationships resulting in longest consecutive IBM Chicago iX partnership
The Challenge
The Problem
United Airlines customer service agents were trapped in a digital nightmare that paralyzed global operations. Every single customer interaction required agents to navigate 13 different legacy systems simultaneously—opening multiple browser windows, logging into separate authentication portals, toggling between disconnected applications, and manually copying information across platforms that couldn't communicate with each other.
User Impact
Agents could only resolve 2 customer complaints per hour, with average call handle time stretching to 22 minutes. First-contact resolution languished at 34%, meaning two-thirds of customers required follow-up interactions. Training new hires took 14 weeks to achieve proficiency across all systems. Customer satisfaction scores plummeted to 62%, and agent turnover reached 38% annually due to frustration with the tools.
Business Impact
With 85,000+ agents globally across 6 continents, this systemic inefficiency was costing United over $15M annually in operational expenses, training costs, and lost productivity. Executive leadership demanded transformation: consolidate 13 systems into 1 unified platform, improve efficiency by 200%, reduce training time to under 2 weeks, and achieve 80% first-contact resolution—all without disrupting 24/7 global operations serving millions of travelers daily.
Constraints
Technical constraints included maintaining integration with 13 legacy systems, ensuring 24/7 uptime during migration, and supporting multiple languages across global operations. Regulatory constraints required maintaining compliance with aviation industry standards.
Process
01
Research
We embedded ourselves in the trenches with frontline agents across five global locations: Chicago, Houston, London, Hong Kong, and Sydney. Through 120+ hours of contextual inquiry, we shadowed agents during their most challenging shifts—watching them navigate the daily chaos of switching between 13 systems, hunting for scattered customer information, and apologizing to frustrated passengers for unnecessarily long wait times. Our research revealed the core problem: agents weren't just switching systems; they were mentally juggling 13 different workflows, 13 information architectures, and 13 interaction patterns simultaneously. Every system spoke a completely different design language.
Key Activities
- •120+ hours of contextual inquiry with agents across 5 global locations
- •45+ user interviews across Chicago, Houston, London, Hong Kong, and Sydney
- •6 months of operational data analysis
- •Mapped every touchpoint across 13 legacy systems
- •Documented 87 distinct pain points
- •Identified 25 critical information elements agents needed most frequently
- •Analyzed agent workflows and cognitive load patterns
- •Conducted ethnographic studies during peak operational hours
Artifacts
Agent workflow analysis across 13 systems
Customer information mapping from research
02
Synthesis
We synthesized findings from all research methods to identify patterns across different agent workflows. The core insight emerged: agents needed a unified information architecture that spoke their language instead of forcing them to learn 13 different ones. We defined design principles for consistency and prioritized features based on agent needs and operational impact.
Key Activities
- •Synthesized findings from contextual inquiry, interviews, and data analysis
- •Identified patterns across different agent workflows and locations
- •Created unified information architecture consolidating 13 systems
- •Defined design principles for consistency across all interactions
- •Prioritized features based on agent needs and business impact
- •Mapped 25 critical information elements to unified data model
- •Designed information hierarchy for progressive disclosure
03
Ideation
We explored multiple approaches to consolidating the 13 systems, from complete replacement to progressive enhancement. After evaluating card-based, tab-based, and sidebar navigation patterns, the card-based architecture emerged as the optimal solution—offering flexibility for agent customization while maintaining system consistency.
Key Activities
- •Brainstormed multiple consolidation approaches with cross-functional team
- •Explored card-based vs. tab-based vs. sidebar navigation patterns
- •Created wireframes for different layout options and information architectures
- •Conducted design reviews with stakeholders and agent representatives
- •Selected card-based architecture for flexibility and agent customization
- •Designed 12 specialized information cards covering all service scenarios
- •Prototyped drag-and-drop customization features
Artifacts
Initial wireframe concepts for unified dashboard
Progressive disclosure card states
04
Prototyping
We built high-fidelity prototypes in Figma featuring 12 specialized information cards that allowed agents to interact with the unified dashboard before development. The prototypes enabled rapid iteration based on usability feedback, refining interaction patterns and information hierarchy. We engineered 125+ reusable UI components and 25+ standardized interaction patterns into a comprehensive design system.
Key Activities
- •Created high-fidelity Figma prototypes with full interactivity
- •Built 12 specialized information cards covering all customer service scenarios
- •Conducted prototype testing with 30+ agents across different experience levels
- •Iterated based on usability feedback and agent workflow needs
- •Refined interaction patterns for consistency and efficiency
- •Developed comprehensive design system with 125+ reusable components
- •Created component documentation with usage guidelines and accessibility requirements
Artifacts
Final prototype design with all cards visible
Specialized compensation card prototype
05
Testing
We conducted comprehensive usability testing with 30+ agents across different locations and experience levels, including agents using assistive technologies. The testing validated our design decisions and revealed areas for improvement. We achieved WCAG 2.2 AA compliance with 44px minimum touch targets, 4.5:1 color contrast ratios, and full screen reader optimization. A pilot program with select agent groups confirmed the solution's effectiveness before global rollout.
Key Activities
- •Usability testing with 30+ agents across global locations
- •A/B testing of different card layouts and information hierarchies
- •Performance testing with real data loads and API integrations
- •Accessibility testing for WCAG 2.2 AA compliance with NVDA, JAWS, and VoiceOver
- •Pilot program with select agent groups across different time zones
- •User testing showed 94% task completion rates with zero prior training
- •Validated design system consistency across all 13 system integrations
Artifacts
Usability testing session recording
Accessibility testing validation
06
Compass (Re-Booking Tool)
Building on Co-Pilot v1's success, we developed Compass—a specialized re-booking tool that empowered agents to swiftly adjust flights within a customer's itinerary. The biggest challenge was creating new Google Material Design components that hadn't been previously conceptualized, all without an established component library. We ran design workshops to explore drag-and-drop functionality and unified essential data (customer profiles, trip details, passenger information) in a single interface.
Key Activities
- •Ran collaborative design workshops with cross-functional team
- •Repurposed Co-Pilot v1 codebase to reduce development time by 25%
- •Designed drag-and-drop functionality for flight itinerary adjustments
- •Created new Material Design components outside existing component library
- •Integrated customer profiles, trip details, and passenger information in unified view
- •Added communication features for seamless agent-customer interaction
- •Dramatically improved Orion Design System through new component development
Artifacts
Design workshop exploring re-booking workflows
Re-booking workflow with drag-and-drop functionality
07
Co-Pilot v2 (Ops Portal & Brand Alignment)
The next phase enhanced collaboration with United's newly established UX team and aligned our UI with United's visual standards. A pivotal addition was the specialized 'Ops Portal'—enabling managers to effectively direct incoming queries to available agents. I managed junior designers from both IBM and United, fostering cohesion while conducting weekly playbacks and design reviews with stakeholders and developers.
Key Activities
- •Collaborated with United UX team on visual alignment and brand integration
- •Advocated for hybrid solution: Angular framework + Material Design structure + United brand colors/typography
- •Designed and built Ops Portal for managerial query routing and oversight
- •Managed junior designers from both IBM and United, fostering team cohesion
- •Conducted weekly playbacks and design reviews with stakeholders and developers
- •Maintained design consistency across all platforms in the growing ecosystem
- •Facilitated seamless aesthetic transition matching United branding while meeting performance standards
Artifacts
Ops Portal for managerial oversight
Brand-aligned UI patterns and components
Solution
We architected a unified intelligent dashboard ecosystem across three major phases: (1) Co-Pilot v1 consolidated all 13 legacy systems into a single, coherent interface with 12 specialized information cards; (2) Compass introduced drag-and-drop re-booking functionality empowering agents to swiftly adjust flight itineraries; (3) Co-Pilot v2 added the Ops Portal for managerial oversight and aligned all tools with United's visual brand standards. Every critical piece of information an agent needs—comprehensive customer history, real-time flight details, compensation options, re-booking tools, omnichannel communication—now lives in one unified ecosystem following United's first enterprise design language.
Key Features
- •12 specialized information cards covering every customer service scenario
- •Card-based architecture with customizable layouts
- •Smart prioritization algorithms surfacing critical information
- •Progressive disclosure showing agents exactly what they need when they need it
- •Real-time API integration with all 13 legacy systems
- •Comprehensive design system with 125+ reusable components
- •Drag-and-drop re-booking functionality (Compass) reducing transaction time by 40%
- •Ops Portal for managerial oversight and query routing (Co-Pilot v2)
- •United-aligned visual design system across all enterprise applications
Design Decisions
- •Chose card-based architecture for flexibility and agent customization
- •Implemented progressive disclosure to reduce cognitive load
- •Designed for consistency across all 13 system integrations
- •Prioritized accessibility with WCAG 2.2 AA compliance
- •Built comprehensive design system for scalability
- •Leveraged existing codebase (Compass) to reduce development time by 25%
- •Hybrid approach for brand alignment (Angular + Material Design + United brand standards)
- •Ops Portal architecture for managerial oversight without disrupting agent workflows
Results
65%
Faster Service Times
Average call handle time decreased 65% from 22 minutes to 7.7 minutes
87%
First-Contact Resolution
First-contact resolution soared from 34% to 87%, eliminating two-thirds of follow-up interactions
45%
CSAT Increase
Customer satisfaction scores increased 45% from 62% to 90%
$12.4M
Annual Savings
United saved $12.4M annually in operational costs through reduced handle time, lower training expenses, and decreased agent turnover
90%
Training Time Reduction
Training time for new hires dropped from 14 weeks to 10 days—a 90% reduction
40%
Faster Re-Booking
Compass drag-and-drop functionality reduced re-booking transaction time by 40%
25%
Development Efficiency
Compass reused Co-Pilot v1 codebase, reducing development time by 25%
25%
Better Managerial Oversight
Co-Pilot v2 Ops Portal facilitated 25% increase in operational oversight for managers
Design Artifacts
Unified dashboard interface with all cards visible
design
Queue management system with smart prioritization
design
Case resolution workflow with full customer history
design
Compensation calculation interface with policy lookup
design
Secure authentication flow with accessibility features
design
User research persona: Global agent workflows
research
User research persona: System fragmentation challenges
research
User research persona: Cognitive load analysis
research
End-to-end complaint resolution workflow
prototype
System integration architecture and data flow
prototype
Agent decision support workflow
prototype
Reflection
What Worked Well
- Comprehensive user research with 120+ hours of contextual inquiry across 5 global locations provided deep insights into agent workflows and pain points
- Card-based architecture allowed for agent customization and workflow flexibility while maintaining system consistency
- Strong stakeholder relationships enabled smooth implementation and led to additional project contracts
- Phased rollout approach minimized disruption to 24/7 global operations serving millions of travelers
- Accessibility-first approach ensured WCAG 2.2 AA compliance from day one, serving all agents including those with disabilities
Challenges Overcome
- Integrating 13 different legacy systems with varying data formats, APIs, and authentication methods required complex technical architecture
- Ensuring 24/7 uptime during migration without disrupting global operations serving millions of travelers daily
- Training 85,000+ agents across 6 continents, 4 languages, and different time zones required comprehensive change management
- Balancing agent customization needs with design system consistency to maintain operational efficiency
- Managing cognitive load reduction while consolidating complex information from 13 systems into unified interface
What I'd Do Differently
- Would start with a more comprehensive design system earlier in the process to accelerate development velocity
- Would involve engineering team earlier in the design process for better technical feasibility assessment and API integration planning
- Would conduct more extensive pilot testing with diverse agent groups before global rollout to catch edge cases earlier
Key Takeaways
- Deep user research is essential for understanding complex enterprise workflows—120+ hours of contextual inquiry revealed insights that surveys alone couldn't capture
- Unified interfaces can dramatically improve efficiency even with legacy system constraints—250% efficiency gain proved the value of consolidation
- Design systems are critical for maintaining consistency at enterprise scale—125+ components ensured familiarity across 85,000+ agents
- Stakeholder relationships are as important as design quality for project success—strong partnerships led to United's Chairman's Award and additional contracts
- Accessibility must be engineered from day one, not added later—WCAG compliance from the start served all agents including those using assistive technologies