Interaction Platform

For an airline company, we devised and implemented an interactive platform that seamlessly integrates operational, commercial, and customer-related activities. This platform revolves around three comprehensive 360-degree perspectives: the passenger, the flight, and the partner. By bridging diverse information and data streams across internal silos and external sources, we've empowered the company to (1) deliver real-time flight and pertinent information (e.g., weather, traffic, destination specifics, etc.) throughout the entire customer journey, (2) enhance flight operations efficiency, (3) construct detailed customer profiles for commercial initiatives, and (4) refine customer care services.

My role encompassed a fusion of a business analyst, service designer, and product owner. I was accountable for (1) analyzing the existing landscape, (2) innovatively merging information/data streams to unearth fresh business prospects, (3) envisioning future processes and user experience flows for both customers and employees, (4) facilitating communication between the development team and stakeholders, and (5) ensuring comprehensive stakeholder engagement and alignment.