DELTA AIR LINES, INC.
DATE: Nov 2018 – July 2020 CLIENT: Delta Air Lines, Inc.
Usability Study Case Study: Enhancing Employee Experience at Delta Air Lines, Inc.
Objective: The aim of this usability study was to improve the overall employee experience for Delta Air Lines, Inc., focusing on communication, leadership, tools and technology, and incentives. The project involved conducting 20,000 unmoderated surveys and organizing moderate focus groups to gather insights. Key Performance Indicators (KPIs) included assessing improvements in communication channels, leadership effectiveness, tools and technology usability, and the impact of incentive programs.
Implementation: Under the Field Engagement Model, a six-week initiative was project-managed to collect employee experience feedback. The existing feedback process cost was reduced by 60% annually, and feedback escalations were decreased by 70% through the development of a new workflow process using existing enterprise software.
Simultaneously, an eight-week project was executed to elevate employee engagement by streamlining issue escalation processes through a unified, centralized tool. Collaboration with industry-leading vendors such as Microsoft, Trello, Nave, Qualtrics, and Cisco facilitated rigorous testing and integration of software solutions. Coordination with the internal corporate real estate team ensured optimal product placement layouts within call centers.
Outcome: The usability study resulted in a substantial enhancement of the employee experience at Delta Air Lines. The refined feedback processes significantly reduced costs and processing time. The streamlined issue escalation processes improved efficiency and engagement, supported by the implementation of cutting-edge software solutions.
Monthly analysis of divisional focus groups and employee surveys provided valuable insights, and reports on KPIs and key findings were prepared regularly. Status reports on project performance vs. success metrics were delivered to the project sponsor and director, with key milestone meetings facilitating communication with stakeholder clients.
Training and Optimization: Content assets were created for training programs, collaborating with subject matter experts and senior leadership. These solutions were designed to optimize onboarding, employee performance, and quality management for Delta Air Lines’ 20,000 employees.
This comprehensive approach not only improved the employee experience but also demonstrated a commitment to ongoing optimization and responsiveness to employee needs.
Duration: Nov 2018 – July 2020
Highlight: UX Researcher For Employee Experience
- Created survey questions
- Selected focus group participants
- Led moderate focus groups to gather insights
- Usability study
- Defined KPI and selected tools and technology for metrics to success
- Evaluated data results