My role
Delivering a customer service platform integrates various existing airport services at Heathrow.
Working closely with the Lead Designer to define features and the information architecture.
Developing new patterns and components by collaborating with the design system team
Conducting QA checks to ensure that the implementation remained true to the design files within the CRM (customer relationship management) platform
Process
Transition from concept development to hi-fi prototyping.
The starting point was developing the high-fidelity prototypes based on the latest wireframe and information architecture from previous project stage.
While the high-level content were defined, there were still many uncertainties regarding feasibility and alignment across different Heathrow project teams.
How to deliver
Collaborate with client in prototyping process
Facilitating weekly reviews of design proposal to align with business strategies
Unite with different product owners for streamlining between different service change within My Heathrow
Guided the client for further recommendation for final design decision
Challenge
Ensure design consistency from design system across all Heathrow products
while coordinating with multiple suppliers.
Coordinated with multiple suppliers for main website and mobile APP under Heathrow
Develop new pattern and delicate components for Heathrow design system
Maintaining alignment with the current Heathrow design system team while developing the new pattern
Challenge
Creating the design under restriction and ensure the alignment in CRM
Define clear requirements and handoff Process - instruct the development team for the consistency to a Customer Relationship Management platform
Develop and request new components in Heathrow Design System
Conduct regular Design Quality Assurance (QA) reviews - integrate design solutions into a CRM platform and ensure that the live website faithfully represents the original design vision.
Outcome
Create a new portal to access multiple airport services from Heathrow with a single login
Deliver a centralized portal that integrates Heathrow’s products, services, and the Heathrow Rewards program. With a My Heathrow account, users can manage bookings, earn and redeem Heathrow Rewards points with Heathrow and its partners, and access exclusive offers and prize draws
My learning
Delivering the design from complexity
The absence of usability testing is another key concern, as stakeholders are the primary decision-makers for design sign-off. There are no available resources to conduct testing.I would strongly advocate for incorporating usability testing before the development stage to ensure the design meets their needs.
Effective communication is essential- The biggest challenge is to ensure the design functions within multiple constraints. Significant effort is required to navigate restrictions and make sure everything is under green light.
