Project: US Airways Vacations Call Center

US Airways required an updated vacation booking system for its call center in Tempe AZ.

In my role as user experience designer, I drove the design process by first facilitating domain expert input sessions, developing effective mental models via structured exercises. I documented and communicated these models as flows to the design team and to development. I performed usability testing at all development stages beginning with paper wireframes and abstract prototypes

As always there is an education aspect that verges on internal sales and marketing for the UX methodology. This means some of my time went to cultivating executive UX champions and introducing UXD thinking into the broader culture.

Click links to view some of the project wireframes. These wireframes and flows were done in Adobe Illustrator = The Hard Way. These days it makes more sense to use a prototyping tool that can publish click-through lo-fi prototpes.

Booking home
Flights main
Flights detail
Hotels main
Hotels detail
Generalized User Flow
Prototyping Process Description

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