Alaska Airlines ยท New Reservations
Booking, built for agents.
I designed an integrated end-to-end reservation workflow for Alaska Airlines customer-care agents, spanning flight search, guest information, seat assignment, payment, and confirmation.
- Lead Product Designer
- Enterprise web application
- Customer-care agents
Before
Reservations lived outside the platform.
Agents created new reservations through an outdated, specialized version of the public Alaska Airlines website. It was separate from the customer-care platform and disconnected from the rest of the agent workflow.
What changed
One complete reservation flow.
New Reservations brought the booking experience into the customer-care platform and connected the major steps agents needed to complete during a customer call.
- Flight search
- Flight selection
- Guest information
- Seat assignment
- Payment
- Confirmation
My responsibility
Designed across the whole journey.
I designed each major step in the booking flow, developed the interactive prototype, and iterated on the experience with product and engineering.
We usability tested the workflow with customer-care agents on location in Alaska Airlines call centers.
The work changed during delivery
The design had to move with the technology.
Technical requirements and supporting APIs changed during implementation. The workflow evolved with those constraints while preserving a coherent experience across search, guest details, seats, and payment.