Led the consolidation of 13 legacy systems into a unified AI-powered platform, delivering $2.3M in annual savings and 250% improvement in customer service efficiency.
United Airlines faced systemic operational challenges that required comprehensive UX leadership and technical innovation
13 disparate legacy systems created inconsistent customer journeys and operational inefficiencies across United's global network.
Customer service agents required extensive training on multiple systems, leading to high turnover and inconsistent service quality.
Average issue resolution took 45+ minutes due to system switching and information gaps, impacting customer satisfaction.
Legacy systems posed security vulnerabilities and struggled with modern aviation compliance requirements.
Designed and implemented comprehensive solutions addressing each challenge with measurable business impact
Architected a comprehensive system consolidating all 13 legacy platforms into a single, intelligent interface powered by predictive analytics.
Implemented AI-driven contextual assistance providing agents with instant access to relevant information and recommended actions.
Created a scalable design system ensuring consistency across all customer touchpoints while accommodating regional requirements.
Developed executive dashboards providing real-time insights into operational performance and customer satisfaction metrics.
Every design decision was measured against clear business metrics and user experience goals
Annual operational savings through system consolidation and efficiency improvements
Improvement in average resolution time, reduced from 45 to 13 minutes
Point increase in Net Promoter Score, from industry average to market leader
Systems consolidated into unified platform, eliminating technical debt
18-month transformation from concept to enterprise deployment
What stakeholders say about the transformation
“Stephen's leadership transformed our customer service operations. The unified platform he designed not only saved us millions but fundamentally changed how we serve our customers globally.”
United Airlines
“The AI-powered decision support system Stephen architected has become the gold standard for airline customer service. His ability to bridge technical complexity with user needs is exceptional.”
United Airlines
Insights that shaped the aviation industry's approach to customer experience transformation
Embedding predictive analytics into user workflows fundamentally changes how agents approach problem-solving.
Successful system transformation requires as much focus on organizational change as on interface design.
Real-time business metrics integration creates a feedback loop that continuously improves user experience.
Let's discuss how senior UX leadership can drive similar transformative results for your organization.