The London Heathrow App wasn’t just built—it was uncovered through deep discovery, research, and testing. I was the creative lead (UX/UI) of this effort with a focus on turning real data and user insights into a polished, intuitive experience. Every screen went through cycles of iteration, validation, and refinement—balancing user needs with high craft. I collaborated across teams, ran multiple audits, and used testing feedback to sharpen every detail, ensuring the final product didn’t just meet expectations, but set a new standard for travel experiences.

Process Flow / Heathrow_

Process Flow / Heathrow_

01

02

03

04

05

Research & Discovery

Sketch & Prototype

  • Designed early concepts and wireflows to reimagine fragmented passenger experiences as a seamless, unified journey.

  • Prototyped new feature experiences, including Live Activities, Dynamic Island alerts, and personalized onboarding flows, using Figma for rapid iteration and scalability.

  • Overhauled the existing design system, modernizing components with autolayout, tokens, and variables to accelerate workflows and future-proof designs.

  • Sketched and tested dynamic states for core user flows such as flight tracking, navigation, services search, and security updates.

  • Collaborated closely with engineering teams to ensure prototypes aligned with platform capabilities and backend integration plans.

  • Conducted comprehensive audits of the legacy Heathrow app and disparate backend systems to identify UX gaps, integration challenges, and scalability opportunities.

  • Benchmarked competitor apps and emerging travel technologies to inform feature prioritization and strategic positioning.

  • Mapped user journeys across multiple siloed systems (e.g., flight info, baggage, check-in, wayfinding) to understand interdependencies and opportunities for consolidation.

  • Partnered with engineering, product, and system owners early to align on technical constraints, platform requirements, and unification strategies.

  • Facilitated working sessions with cross-functional stakeholders, including regulatory bodies and third-party system owners, to align objectives and secure collaboration.

  • Developed early use cases, accessibility targets, and content models to drive cohesive, user-centered design decisions.

Test & Validate

  • Conducted multiple rounds of user testing on critical workflows, validating hypotheses around unified navigation, real-time alerts, and onboarding.

  • Tested and refined Live Activities and Dynamic Island components for usability, real-time data accuracy, and visual clarity.

  • Continuously validated typographic, accessibility, and information architecture improvements against WCAG and platform standards.

  • Synthesized user feedback into actionable updates, adjusting both design execution and broader experience strategy based on testing results.

  • Facilitated stakeholder reviews at key milestones to validate evolving designs against operational needs, system limitations, and compliance requirements.

Refine & Iterate

  • Directed continuous improvements across UI systems, feature designs, and platform integrations, ensuring end-to-end cohesion.

  • Led the creation of a dark mode strategy, navigating HSB modeling, brand consistency, and accessibility compliance through extensive iteration.

  • Embedded feedback loops with engineering and QA teams to catch and resolve design fidelity issues throughout development sprints.

  • Authored detailed documentation to ensure consistent implementation of components, motion behaviors, dark mode palettes, and scalable UX patterns.

  • Maintained an agile, feedback-driven process to adjust strategy, design priorities, and system integrations as business needs evolved.

Deliver

  • Delivered a polished, scalable Heathrow App experience that unified siloed systems into a seamless, user-centered platform.

  • Provided a robust, updated design system complete with interactive Figma libraries, dynamic states, motion guidelines, and accessibility documentation.

  • Built clickable prototypes and final pixel-precise assets covering the full end-to-end passenger journey, from booking to gate.

  • Partnered across engineering, QA, and product teams through development and launch phases to protect design quality and platform stability.

  • Monitored post-launch performance and user feedback, identifying ongoing enhancements to support a continuous improvement model and future releases.