Offer & Order Management System
Designing complex airline products within FLYR’s AI-powered Offer & Order Management platform, with a focus on Contact Center and retailing experiences.
Airline retailing is changing.
The tools behind it need to keep up.
Airlines are moving beyond traditional booking and servicing models toward more flexible, product-based retailing.
This brings new possibilities for passengers, but also more information, rules,
and operational dependencies for the teams managing those experiences.
FLYR’s Offer & Order platform supports this shift across products, offers, orders, servicing, and third-party content. My focus is making that complexity easier to understand and act on for airline agents, retail teams, and operational stakeholders.
Turning operational complexity into clear product experiences
I work across the Offer & Order ecosystem, with a primary focus on Contact Center and retailing applications. My role includes:
- Designing user flows, information architecture, wireframes, prototypes, and high-fidelity experiences.
- Translating complex airline workflows and business rules into clear interaction models.
- Conducting interviews, surveys, and usability testing.
- Iterating on designs using research findings and customer feedback.
- Collaborating with product, engineering, design system, and business teams.
A simple request can involve a complex chain and decisions.
An airline agent may need to understand a passenger’s order, itinerary, products, eligibility, pricing, and available servicing options - all while handling a time-sensitive request.
ORDER
FLIGHT
PRODUCT
PRICE & RULES
SERVICING
The challenge is to make these connected pieces of information clear and actionable without hiding the context people need to make the right decision.
Understand the operation before shaping the interface
understand
identify user needs through research and testing
structure
map workflows, rules and edge cases before designing interfaces
design
create clear, predictable experiences that help users take action.
validate
test concepts, gather feedback and iterate
Designing with airline teams, not just for them
I collaborate directly with airline customers to understand how their work happens
in practice. Through customer sessions and onsite visits, I learn about their workflows, needs, expectations, and operational context.
WORKFLOW UNDERSTANDING
DESIGN
VALIDATION
ITERATION
These conversations help me challenge assumptions, understand where the product creates friction, and bring customer insight into design decisions.
Helping agents handle customer needs with confidence
Contact Center agents work across customer, order, product, and flight information while responding to requests that can be complex and time-sensitive.
I design tools that bring the relevant context together and make servicing workflows easier to follow - from understanding an order to exploring possible next steps.
Designing the products behind the offer
Modern airline retailing involves more than selling a seat.
Airline teams need to create and manage products, define rules, consider availability and pricing, and make offers available across different channels.
My work focuses on making these connected capabilities understandable for the teams responsible for managing airline products.
RULES
AVAILABILITY
PRICING
OFFERS
DISTRIBUTION
Building patterns that works across workflows
Enterprise products need consistent behaviour across modules and use cases. I collaborate with design system and engineering teams to develop reusable patterns for complex product experiences.
components
reusable interface patterns
states
validation and system behaviour
data
tables and complex information
workflows
consistent interaction patterns
Turning airline complexity into usable products.
Across Contact Center and retailing, I connect customer insight with the realities of airline operations. Through workflow analysis, interaction design, prototyping, and validation, I make complex processes clearer and help teams move through connected tasks with confidence.
The work brings together passengers, orders, products, and servicing in a more coherent experience
- one that can support different users and operational needs across the wider platform.