Day of Travel Experience
United Airlines
2024 - Present
Problem
Users often struggle with United's mobile app, finding it difficult to discover and quickly access essential travel features. This can leave travelers feeling unprepared and stressed before their journey.
Solution
Collaborated across UX, Product, Tech and Accessibility teams to design and ship ‘Travel’, a new section in the United Airlines app that streamlines the day-of-travel experience for travelers. Launched in Dec 2025. Key features included: 1. Virtual Gate: Live boarding status and progress bars. 2. Club Recommendations: Nearby lounge suggestions with capacity alerts. 3. Bag Tracking: Real-time, package-style luggage monitoring. 4. Travel Assistants: Custom reminders for documents and special needs. 5. Arrival Info: Local weather, arrival times, and rideshare integration.
My Role
This has been an ongoing initiative for the past three years. When I first joined, I was part of the Travel & Innovation team, and this was the first project I worked on. In addition to contributing to the overall look and feel, the Security Wait Times component, the onboarding experience, and the new navigation bar (all of which I can share in more detail during an interview), one of the most critical pieces I worked on was the contextual messaging component. The goal of the contextual message is to give users the most relevant status updates for their journey. This message appears after a flight has been booked, and the content would update as the customer’s trip progresses. Having just joined the team, I was responsible for bringing a design refresh and mapping out the various states of this card. Some states include upcoming trip, checked in, on board, and welcome.
The Result
The MVP launched on Dec 2025, and we're continuing to refine it through an iterative development process. I'd be happy to discuss the details of the project (including the problem, my design process and the outcome) during an interview.
