Mobile Account Management

I led the product team in launching mobile-friendly account management features, bringing full Rapid Rewards account capabilities to the Southwest app and mobile website.

What’s New

Customers can now access mobile-friendly versions of key account features directly in the Southwest app and mobile website:

• View Points Activity - See your earning and redemption history
• Enroll and View Loyalty Promotions - Take advantage of special offers
• View Ways to Earn Points - Discover earning opportunities
• View Ways to Use and Manage Points - Plan your redemptions
• Add and View Your Companion - Manage Companion Pass details
• Request Missing Points - Easily claim points from past flights

The Problem We Solved

Previously, many account features required toggling over to the desktop website and signing in again. This was frustrating, especially for customers who primarily use mobile devices.

No more needing to pinch and zoom to view Points Activity. No more switching to desktop to enroll in a loyalty promotion.

Technical Foundation

Behind the scenes, this new account experience is built on our next-generation Responsive My Account platform. This first phase prioritized getting essential features into mobile experiences as quickly as possible.

What’s Next

This is just the beginning. Our roadmap includes:

• Payment Management - Manage saved payment methods
• Trip & Profile Management - Full profile editing on mobile
• Deep Linking - Direct links to specific account sections

Customer Impact

By bringing full account management to mobile, we’ve removed a significant barrier for customers who prefer to manage their travel on the go. Whether you’re at home on the couch or traveling, your account is fully accessible.

Team Recognition

Special thanks to all the Cohearts who made this possible. This project required coordination across product, engineering, and design teams to deliver a seamless mobile experience.

Full account management on your mobile device