Alaska Airlines//
DIGITAL EXPERIENCES
Designing connected digital experiences across the end-to-end travel journey.
At Alaska Airlines, I led Product Design and Research across a broad digital ecosystem spanning web, mobile, loyalty, and airport experiences. Our work focused on making complex travel experiences more intuitive, connected, and useful while supporting the airline's evolving product and business priorities.
Leading a growing multidisciplinary team, I helped establish the design direction, cross-functional collaboration, and scalable experience foundations needed to improve customer journeys across multiple products and touchpoints.
The projects below represent selected examples of that work, from account management and travel discovery to airport lounge experiences and interactive route exploration.
Strategic Priorities
Established experience direction across interconnected web, mobile, loyalty, and airport touchpoints
Aligned Product Design, Research, Product, and Engineering around customer needs and business priorities
Guided the redesign of complex customer journeys to improve usability, clarity, and consistency
Extended digital experiences into the physical travel journey through mobile and airport-focused solutions
Built scalable experience foundations that supported continued product evolution and cross-channel consistency
solution & outcome
Our approach centered on aligning customer needs with business priorities, then translating that understanding into testable hypotheses and iterative solutions. Working across Product, Design, and Engineering, we used research, experimentation, and behavioral analytics to validate decisions, measure experience improvements, and communicate results back to the business.
Through this approach, the team delivered improvements across multiple digital touchpoints while establishing foundations for the continued modernization of alaskaair.com. This work helped strengthen the airline's digital experience capabilities and positioned the organization to respond to evolving customer expectations and business priorities through and beyond the pandemic.
