no one better connects the world
From 2022 through 2026, I was brought onto the CX (Customer Experience) Team at Delta as a contract designer. The role shifted over time into a fractional in-house position where I interacted with many team members on a regular basis to create numerous internal-facing deliverables in both print and digital mediums. Some of my work included the internal employee CX handbook, trade show and conference signage, digital and print assets for the Red Coats program, along with one-off projects for surprising and delighting both employees and customers.
employee success and appreciation
The bulk of work I created for Delta was for internal use by employees. I regularly crafted cohesive and versatile PowerPoint presentation templates for employees to work off of along with integrating custom infographics made in Adobe Suite. I also created several branded internal spaces with deliverables like wall wraps, branded audio booths, and large print posters. Other fun projects included elements like customized employee department stickers and one-off customized items for Million Milers and child passengers.
RED COATS
The Red Coats are Delta’s distinctive customer service agents in the airport that can be recognized by their signature red jackets. They are the company’s top problem-solvers and play a huge role in service recovery for Delta customers. I collaborated with their department regularly to create trade show materials for their recruiting, print assets such as brochures and posters, along with their internal handbook. I also worked with various team members to develop a branded training room with wall wraps for agents and in-flight service members to work on customer service scripts, gate announcements, and onboard announcements.
WINTER 2023 LEAD CONFERENCE AT MERCEDES BENZ STADIUM
Each year, Delta hosts their LEAD Conference, which is designed for 6,000 Delta leaders to attend and connect with each other while learning about Delta’s upcoming goals and initiatives. I worked with Christina Otterbein and various other members of the CX Team to design 20+ interactive walls for attendees to explore, write on, read, and interact with. The walls were set up in combination with various other interactive elements like cabin seats, screens playing videos, and whiteboards. BI Worldwide won Gold from MUSE Creative Awards for the production of the event.
Photography Credits: BI Worldwide, Mercedes Benz Stadium
Event Production: BI Worldwide
Creative Direction: Christina Otterbein
3D renders provided to me in initial brief
CX GUIDE
Delta is a company that keeps its employees at the heart of everything it does. Over the course of 2023, I worked with the entire CX Team along with various other departments to bring the new Customer Experience Guide to life. This interactive, living document was designed for both print and digital formats and exists to be an ongoing reference for employees on how their specific role can showcase Delta’s Brand Beliefs: Welcoming, Elevated, and Caring. Various offshoots of this document have been created for specific departments including Airport Customer Service (ACS), In-Flight Services (IFS), Flight Ops, and Reservations/Customer Service (RES). The CX Guide acts as a guiding light for employees to reference anytime, whether it’s via the printed booklet or on their tablet.
Creative Direction: Christina Otterbein, Carly Ginburg, Rachel Van Der Meyden, CX Department, Window Seat, ACS, IFS, FOPs, RES
