United Airlines Product CX STRATEGY
Sample from various design thinking workshops from discovery to proof-of-concept applications.
Design Workshops are segmented into a "Listening, Thinking, or Doing" practice.

EWR Station Journey Map Discovery Workshop
Newark station front-line employee "listening" workshop to improve operational inconsistencies with a new application POC.
Schedule of Activities
Sample documentation of workshop activity.
Documentation of recommendations.

ORD Station WheelChair Journey Workshop
O'Hare station front-line employee "thinking" workshop to improve wheelchair operations with a new POC application.
Documentation of recommendations including sketches from the workshop from both "Lobby" and "Gates" teams.