Delta Kiosk
Delta Airlines | Self-service Kiosk
Designed the customer-facing airport kiosk experience, integrating the system-wide Irregular Operations (IROP) service layer to give travelers powerful self-service tools.
Role
Senior UX Designer | Focus: Kiosk design, irregular operations, self-service rebooking, real-time itinerary management.
Problem
When flights are delayed, canceled, or disrupted, passengers often face long lines at customer service counters and limited ability to manage their own travel. Existing kiosk experiences lacked robust tools for real-time rebooking and itinerary changes during irregular operations.
Approach
I designed a streamlined, self-service traveler-centered kiosk interface that integrated Delta’s irregular operations (IROP) service layer. The experience empowered passengers to view disruption impacts, rebook flights, and make real-time changes to their itineraries directly at the kiosk—reducing dependence on agents and speeding resolution.
Outcome
The redesigned kiosk experience enabled travelers to self-manage disruptions more independently, improving passenger autonomy, reducing wait times during irregular operations, and delivering a clearer, more confident airport experience.