British Airways: Miscellaneous projects

British Airways Customer Complaints Portal

It’s no surprise that British Airways receive a large number of complaints from customers, regarding lost baggage, meals, lost property and so on. Effectively handling these complaints is therefore vital in terms of saving customers’ time and saving British Airways money. The optimal outcome is to handle – where possible – as many complaints online as possible, whilst call-centre staff field urgent requests and issues that cannot be dealt with effectively online. To this end, British Airways were creating a new customer complaints portal.

As UX Designer on the project, I was responsible for the following:

• Working with stakeholders to map customer journeys, depending on complaint type, to produce an overall schema of how complaints will be handled.
• Creating high resolution prototypes in Axure across different breakpoints.
• Making changes to designers in response to studio testing.
• Provide general UX support to project manager as requested.

Tools:

• Post-its / whiteboard to map customers’ journeys.
• Axure

Real-time Arrivals and Departures

As part of a project to make the core functionality of ba.com responsive, I was responsible for Real-time Arrivals and Departures, one of the site’s most used pieces of functionality. Tasks included:

• Sketching designs to create wireframes across all breakpoints.
• Creating high-resolution prototypes in Axure.
• Testing prototypes to obtain feedback on proposed designs.
• Redlining approved designs for build by off-site developers.

Tools:

• Pencil and paper for initial sketches / wireframes.
• Axure for high resolution designs and redline documents.

The British Airways Online Sale

The British Airways Online Sale is a twice-annual sale of flights and holidays supported by a multi-million pound above-the-line campaign. This is a critical income generator for the airline and therefore subject to scrutiny from top management. I was solely responsible for producing the UX designs for the British Airways Online Sale over a number of years. Specifically, I was responsible for:

• Analysis of the data from previous sales to identify trends and areas for improvement.
• Brainstorming to rethink how we might improve online sales
• Creation of wireframes.
• Creation of high-resolution designs in Photoshop.
• Testing proposed designs to obtain feedback.
• Redlining approved designs for build by off-site developers.
• Analysis of A/B testing results during campaigns to make improvements.

Tools:

• Pencil and paper for initial sketches / wireframes.
• Photoshop for high resolution designs and redline documents.