Improving a Knowledge Center

Sometimes it’s the simple things. Our team at work recently asked Customers if our center for commonly asked questions had the correct title. After some usability and competitive research we discovered a simple rebranding would likely help Customers find their answers even better. A simple change in link title from “FAQ” to “Help Center” drove…… Continue reading Improving a Knowledge Center

Improving the chat experience

The Digital Team that I was fortunate enough to lead recently launched a new chatbot feature on Southwest’s website and mobile apps. This feature allows Customers to be able to quickly get information about policies and be linked to self-service information. Chatbot feature on the Southwest App Chatbot feature on the Southwest website

Making payments even easier

I’m fortunate to be able to lead a team of digital product experts at Southwest Airlines. Recently the team partnered with many internal and external folks to launch an integrated installment payment option on the desktop and mobile version of Customers loved the flexible payment option when choosing to take a trip. Installment payment…… Continue reading Making payments even easier

Giving Customers more flexibility during COVID

During the early days of the 2020 COVID-19 Pandemic, the team at Southwest had to quickly pivot to provide Customers with more flexibility. Two of those quick pivots involved a one-time extension on travel funds to a date further in the future. Another pivot allowed Customers with those extended funds to perform a one-time and…… Continue reading Giving Customers more flexibility during COVID