Operational Systems · Stakeholder Alignment · UX Leadership · Tablet POS
Urban Air
Stabilizing a challenged design engagement and leading the experience for a tablet-based guest check-in and point-of-sale system.
Portfolio presentation uses refreshed visual styling while preserving the core workflows and interaction model from the delivered product. Product branding has been replaced.
Overview
Urban Air needed a tablet-based point-of-sale and guest check-in experience for staff working on a busy park floor. The system had to support reservations, family accounts, participant check-in, membership tiers, purchases, and other operational needs while remaining fast and easy to use in a high-pressure environment.
I joined the project after the existing design process had begun to lose stakeholder confidence and alignment.
My Role
I was initially brought in to help stabilize the engagement and support the existing designer. I treated that as both a design and mentoring opportunity, helping clarify stakeholder expectations, improve communication, and move the work toward stronger alignment.
As confidence in the work grew, the client asked me to take over as the primary designer. From there, I worked directly with the product owner, stakeholders, and development team to understand requirements, define workflows, and guide the experience through delivery.
Approach
The system was designed for employees moving quickly on a busy park floor, so the experience needed to make complex guest information easy to understand at a glance. I focused on check-in flows, family and participant relationships, membership tiers, access levels, purchases, and the operational decisions staff needed to make in real time.
I worked closely with stakeholders to translate business rules into clear interactions and used regular reviews to keep the product team aligned as the design evolved.
Outcome
The engagement moved from stakeholder uncertainty to a productive working relationship, and I became the primary designer for the product. The resulting system was implemented and is still used in Urban Air locations today.
The project became a strong example of stepping into a difficult situation, rebuilding trust, mentoring another designer, and helping a team move forward without losing momentum.