Design thinking engagements

Accelerating Progress and Engagement through Transparent Collaboration at
Delta Air Lines.

Challenge  

Multiple critical initiatives - in IFS (Flight Attendants' SkyPro device), Crew (Pilot Pay), and Catering (Menu Management System) - were stalled or lacked clarity due to incomplete requirements, scattered ownership, or user frustration.

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Approach

I proactively engaged stakeholders across all three domains and led focused design thinking workshops to surface pain points, co-create solutions, and accelerate actionable progress through open, transparent collaboration.

• For IFS, addressed SkyPro app layout confusion, validating improvements through a survey of 100 flight attendants and partnering with tech to streamline the design in less than 12 hours of efforts.

• For Crew, broke through a stalled Pilot Pay initiative by guiding a 2-hour session that generated wireframes and enabled rapid prototyping for pilot usability testing.

• For Catering, facilitated a 2-hour ideation session with key stakeholders to define POC requirements for the Menu Management System, identifying the foundational directions for the first application version.

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Outcomes

• All workshops resulted in clear, user-validated solutions and tangible next steps for product development, enabled by transparency in decision-making and open stakeholder input.

• Post-workshop surveys revealed a 96.2% participant satisfaction rate, underscoring the impact and effectiveness of the collaborative approach.

• Demonstrated a repeatable model for transforming ambiguity into alignment and measurable progress across various teams.

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Key Learning

Intentional, structured collaboration - grounded in transparency - rapidly turns ambiguity and misalignment into actionable, user-validated solutions. Creating open forums for feedback and decision-making not only builds trust, but also ensures engagement and buy-in from all participants.

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Growth Opportunity

While collaborative workshops unlock rapid progress, sustaining momentum post-session requires ongoing communication and accountability. Continuing to model transparency - by sharing measurable updates, lessons learned, and next steps - will amplify the long-term impact and adoption of these solutions.