Project

Project

Delta MyFlight

Delta MyFlight

Redesigning Delta’s B2B Experience

Redesigning Delta’s B2B Experience

Redesigning Delta’s B2B Experience

Info

Info

Role

UX and UI Designer

Timeline

January 2026-March 2026

Tools/Lanuguages

Figma

Overview

Overview

Problem

Delta introduced ordering from the seatback screen for first class passengers but didn’t have a system for FAs to receive, manage, or fulfill those orders and no blueprint for what one should look like.

Delta introduced ordering from the seatback screen for first class passengers but didn’t have a system for FAs to receive, manage, or fulfill those orders and no blueprint for what one should look like.

Process

I mapped the full ordering workflow from the FA's perspective through a service design blueprint, running co-design sessions with stakeholders and iterating rapidly through wireframes and mockups until the UI matched the service.

I mapped the full ordering workflow from the FA's perspective through a service design blueprint, running co-design sessions with stakeholders and iterating rapidly through wireframes and mockups until the UI matched the service.

Product

A mobile ordering system within the MyFlight app that gives flight attendants everything they need to receive, evaluate, and fulfill first class orders in real time

A mobile ordering system within the MyFlight app that gives flight attendants everything they need to receive, evaluate, and fulfill first class orders in real time

Intro

Intro

Ordering from the screen

Seatback ordering is a two-sided transaction that Delta is building for the first-class customers. Another team designed the passenger-facing experience, but the need was the flight attendant experience to be built out and work seamlessly with the seatback application. 

  • FAs have always taken first-class orders, but it's always been a human, verbal exchange

  • The design had to feel familiar enough to earn FA trust, but structured enough to capture everything a natural conversation absorbs

  • Needed to be future proof for all cabins

  • FAs have always taken first-class orders, but it's always been a human, verbal exchange

  • The design had to feel familiar enough to earn FA trust, but structured enough to capture everything a natural conversation absorbs

  • Needed to be future proof for all cabins

Persona

Persona

The Busy Schedule of a Flight Attendant

In the initial phase of this project, I was able to speak to a handful of flight attendants and understand their usage of the MyFlight app and their general behaviors while on duty. This shaped my strategy designing the ordering feature to fit cleanly into their ecosystem.

Designing for flight attendants meant designing for one of the most demanding and diverse user groups I have worked with. The demographic spans a wide range of technical comfort levels, and as a group they are notoriously resistant to new processes.

Designing from Assumptions

Designing from Assumptions

The first set of wireframes/low-fi screens I created were based off the simple set of requirements given. This led to designs created off the assumption that ordering is a linear process with little flexibility for changes needed from FAs.

As I moved through iterations and design critiques with the team, I kept surfacing questions about the FA service experience that the designs couldn't yet answer. It became clear that the assumptions the team was working from were shifting with every session. Rather than continuing to design around a moving target, I guided the team to pause and invest in a proper discovery before going further.

Discovery

Discovery

Non-Linear Ordering System Realized

The discovery session was conducted with two former flight attendants who were already familiar with the feature, which meant the risk was the bias they came into the room with. To get past the preconceptions, I created a discovery session that took screens out of the conversation and centered around three questions:

The discovery session was conducted with two former flight attendants who were already familiar with the feature, which meant the risk was the bias they came into the room with. To get past the preconceptions, I created a discovery session that took screens out of the conversation and centered around three questions:

Assumption

Ordering is a linear flow similar to restaurant ordering- passenger orders, FA receives, FA delivers

Reality

FAs juggle multiple passengers, partial fulfillment, and interruptions a restaurant server never has to.

Reality

FAs juggle multiple passengers, partial fulfillment, and interruptions a restaurant server never has to.

Assets Created from Discovery

Assets Created from Discovery

The service design blueprint was created to assist myself and the team for future proofing the product. I wanted to align with the stakeholders and other teams on how all the aspects of ordering "talked" to each other and where MyFlight could fill in the gaps for flight attendants.

Using the workshop output and the service blueprint, I altered the process map to create a comprehensive story that captured what was previously thought of as edge cases, now in the happy path itself.

FAs needed to decline, not just accept, and for multiple reasons that each required a different system response

More information upfront reduced errors downstream, not the other way around

Actions could happen at the order level and the item level, not just at the moment of acceptance

Final AI Component and Why it Works

Fixed Iterations

Fixed Iterations

Discovery Proving Designs Wrong

After discovery, I went back to old designs realizing how the assumptions were challenged and designs didn't work for the service design the team and I had mapped out.

UX navigation changes were put into place to help FAs have flexibility in their tasks and personalize their experience based on where in the service journey they are.

Takeaways

Takeaways

Intentional Design for Scalable Products

Intentional Design for Scalable Products

By approaching Delta’s operations tools with a focus on intentional, user-centered design, I ensured that each solution was not only functional for immediate needs but also adaptable for future growth. My contributions helped streamline workflows, reduce user friction, and create a cohesive visual and interaction framework that could scale across the organization’s evolving product ecosystem.

By approaching Delta’s operations tools with a focus on intentional, user-centered design, I ensured that each solution was not only functional for immediate needs but also adaptable for future growth. My contributions helped streamline workflows, reduce user friction, and create a cohesive visual and interaction framework that could scale across the organization’s evolving product ecosystem.

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