Overview
As a Product Design Intern, I focused on streamlining internal operations and building tools that empowered both frontline employees and engineers.
I helped designed a mobile web app for Delta’s Behind the Wings (BTW) volunteer program, used by frontline employees during flight delays and peak travel seasons to assist customers. The tool made it easier to track bags, manage standby lists, and request wheelchair help, reducing customer wait times by up to 30%. Learn more.
I built an internal engineer dashboard using Spotify’s Backstage, giving teams a single place to access tools, speed up troubleshooting, and onboard more smoothly. Learn more.
I pitched SkySizer, a self-initiated side project, to senior leadership. The concept helped travelers check carry-on size limits ahead of time to cut down on gate delays and improve transparency. Learn more.
Behind the Wings Mobile Web App
Overview
Behind the Wings (BTW) is a volunteer program at Delta that allows employees from across the company to volunteer and help customers during busy travel periods and flight disruptions (IROPs). It also gives corporate staff hands-on experience with Airport Customer Service operations.
Challenge
Volunteers lacked a centralized tool to respond quickly during high-stress travel scenarios. Existing systems were often slow or overloaded, adding frustration for both employees and customers. The team needed a lightweight, reliable tool that would stay functional even when core systems failed.
Solution
I designed a lightweight, mobile-friendly web app that gave BTW volunteers the tools they needed without relying on Delta’s existing infrastructure. This ensured faster load times and reduced frustration during high-pressure travel disruptions.
What the tool enabled:
Bag Tracking –> Scan bag tags to locate luggage and provide real-time updates to customers.
Standby Management –> Add passengers to standby lists on the spot.
Wayfinding & Wheelchair Assistance –> Quickly direct travelers and coordinate mobility support with airport staff.
Mobile Bag Tag Printing –> Print new bag tags directly from handheld devices.
Impact
The app allowed volunteers to provide timely, helpful support even during major IROPs, contributing to an estimated 30% reduction in customer wait times and reducing the strain on frontline staff during critical operational periods.
Delta Engineer Dashboard (Backstage Implementation)
Overview
To improve internal workflows and onboarding, I helped design and build an engineer dashboard using Spotify’s Backstage, a platform for managing developer portals and infrastructure.
Challenge
Delta engineers were dealing with scattered documentation, inconsistent workflows, and a steep onboarding curve for new team members.
Solution
I worked closely with engineers to identify key friction points, then customized Backstage components and integrated Delta’s design system to create a centralized, easy-to-use internal dashboard.
What the tool improved:
Project Documentation –> Unified across teams to reduce confusion and duplication.
Workflow Consistency –> Standardized access to tools, repos, and service ownership.
Onboarding Experience –> New engineers could ramp up faster with clear, organized resources.
Impact
The dashboard helped teams move faster and stay aligned, reducing time spent searching for tools and documentation, and streamlining onboarding for new hires.
SkySizer: A Carry-On Sizing and Prediction Feature
Overview
SkySizer is a feature I conceptualized for the Fly Delta app to help travelers know whether their carry-on would fit in the overhead bin before reaching the gate.
Challenge
Last-minute gate checks often frustrate travelers and slow down boarding. There was no clear way for passengers to anticipate if their bag would make it onboard based on their flight, aircraft, and boarding zone.
Solution
I designed and prototyped a tool that uses computer vision to measure a traveler’s bag, then combines it with historical flight data and boarding zone information to predict the likelihood of a gate-check. If a gate-check is likely, the app suggests checking the bag earlier at security to reduce disruption.
What the tool offered:
Bag Measurement –> Uses a phone camera to scan and size luggage.
Predictive Insights –> Estimates gate-check risk based on past flight data.
Preemptive Options –> Lets users check bags earlier to avoid gate delays.
Next Steps & Learnings
Through these projects, I honed my ability to collaborate across disciplines, balancing technical feasibility with user needs and strategic goals. My work at Delta strengthened my skills in:
Cross-functional collaboration (engineering, design, leadership, and stakeholders).
User research and testing to drive informed product decisions.
Iterative design and development based on real-world use cases.
Customizing and optimizing internal tools for large-scale enterprise environments.
Leveraging AI and predictive modeling to solve practical problems.
These experiences reinforced my passion for developing impactful, user-centric technology solutions and showcased my ability to drive innovation within complex corporate ecosystems.
Thank you for reading my case study!
Make sure to check out my other projects too!
