STORED VALUE EXPERIENCE

One of the biggest projects I've been a part of at American Airlines revolves around the stored value experience for customers. Previously, few customers held airline credits that needed to be redeemed online. As a result of the pandemic and airlines offering more flexibility by extending credits to customers for unused flight tickets, we had to reimagine that experience to allow customers to use their credits and vouchers online.

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I worked as the lead UX researcher for this initiative collaborating across portfolios to ensure research was being conducted on the end-to-end user experience.