American Airlines’ AAdvantage Customer Service representatives were using an out-dated system to help customers with the varying account inquiries. Our UX team was asked to help create a better user interface coupled with much a better and friendlier user experience. Several user tests and focus groups were done for research and implementation of the new database. I worked closely with the stakeholders and the development team (in Peru) to help create and launch this much needed enhanced database.
The results include faster search queries, happier reps, and an increase customer satisfaction. This database, in fact, will be implemented for other internal American Airlines departments (the ease of cross-referencing platforms makes it more appealing to these groups).