Role: Experience design, UX research + visual design
Stakeholder: MileagePlus® Premier Program + Digital Merchandising at United Airlines
Deliverables: SME workshops, wireframe concepts, detailed design specs, accessibility documentation, digital assets for enterprise change management tools and consumer-facing media
United introduced a new PlusPoints currency to cover upgrades for domestic and international flights for their most frequent flyers who receive Global Premier Upgrade (GPU) and Regional Premier Upgrade (RPU) certificate benefits. With this transition, the legacy upgrade booking platform was redesigned with a brand new technology stack.
The redesign stretched beyond booking upgrades with the new PlusPoints currency, it included a redesign to using money and award miles to purchase upgrades. As one of the most sought-after benefits of flying, this project had direct impact to the highest ancillary revenue-driver for United. I served as the in-house UX lead on a hybrid team with agency designers, to redesign the upgrade booking experience.
A traveler can request an upgrade for their upcoming flight and for their upgrade benefit, the currency is a Regional Upgrade Certificate (RPU)/Global Upgrade Certificate (GPU).
Sample assets for development
More details to come...