Airline customer service experience

Client: Hypothetical
Student exercise at General Assembly User Experience Design Bootcamp (October 2016)
Teacher: Amara Hulslander, Amazon.com

Users: Frequent travelers
Persona: “Frequent but harried traveler”
Travels 6-12 times per year divided between business and personal reasons 25-35 years old
Lives in or near city
Employed FT
Has had bad customer service interaction(s)
May have rewards program through work
Lacks time – expects to find information fast
Wants to control own schedule

Interviews:

Mike

  • Most recent flight (DIA to Seattle via Delta): Good experience because of minimal interaction with airline
  • Avoided customer service
  • Checked in online
  • Most recent bad flight experience (DIA to Nicaragua via United): Flight canceled
  • Waited in line at customer service desk, received no explanation
  • Could not get through to customer service phone line

Andrea

  • Most recent flight (DIA to Arkansas via United): Chose airline because of points program through work
  • Made reservation on website in order to better compare flights/price
  • But used app at airport after checking in
  • Frustrated by having to use multiple tools to accomplish one task

Problem statement: Regular traveler needs a way to interact with customer service with minimal frustration because s/he is currently avoiding customer service interaction.

Assumption: Lack of communication prevents Regular Traveler from becoming a loyal, repeat airline customer.

Flow chart:

img_20161009_111619768

Original wireframes (used Marvel App):

Moonmari.com

Client: Ruth Moon (the bride)
Provided content, design notes

Users: Primarily invited wedding guests
URL included on wedding invitations

Problem: Users need an easy way to RSVP so that they will do so ASAP.

Original wireframes (using Balsamiq and Marvel):

moonmari-homepagemoonmari-mobile

 

 


Client feedback: Different fonts, images, one information page

Final features: 3 pages total; countdown clock (JavaScript snippet); embedded Google map; links to registries, transportation and hotel information; RSVP form using Mailchimp; personalized Favicon; fully responsive

Capture
Capture1a
Capture1b

September 2016

This month I started a new job. Survived a painful anniversary…and a robbery (not on the same day thankfully). Saved my cat (slight dramatization – but he was sick). Bought a car. Added a couple new writing outlets to my portfolio (Thrillist is below and stay tuned next month). Yeah, tough month.

I also wrote about You’re The Worst for Buzzfeed Community and Angry Birds for LinkedIn. And started writing about (and taking photos of) state parks for the Colorado Outdoors blog.

Jonás Cuarón Talks About his Savagely Intense Film Desierto
The Credits – Sept. 28

Desierto, Mexico’s official submission as Best Foreign Language Film to the next Academy Awards, doesn’t seem a likely inspiration for Gravity, which won seven Oscars in 2014. But when young filmmaker Jonás Cuarón showed the first draft of the script to his father Alfonso nearly 10 years ago, the elder Cuarón said he wanted to make a movie like it — in space.

What Learning to Backpack Taught Me About Colorado
Thrillist – Sept. 21

Growing up in the Great Plains, my only exposure to camping involved an RV. When I moved to Colorado in 2014, I didn’t have a closet full of old gear like the natives, and my family doesn’t do hand-me-down tents. All I had was a copy of Cheryl Strayed’s Wild and determination not to let my new location on the Front Range go to waste.

What Are Denver’s Booziest Neighborhoods?
5280.com – Sept. 14

Alcohol delivery service Drizly launched in Denver in 2014, and since then it’s been gathering some fascinating data on our residents’ unique tastes in booze. It should come as no surprise that the 80202 zip code—which includes the central business district, LoDo, and Riverfront Park—is Denver’s “thirstiest” area, year-to-date, according to Drizly. But this downtown locale also tops out all zip codes serviced by the app, including ones in New York City, Los Angeles, Chicago, Boston, and Washington, D.C.

In today’s pop culture, men with scars are sexy. But women are still expected to look perfect.
The Washington Post Solo-ish – Sept. 1

If Romeo were around today, he would be heavily scarred on his back or chest. Juliet would wax poetic about these signs of his strength and bravery.

August 2016

Writing from the depression beat this month. I think this first clip helped some people and the second was a little bit of public processing I probably wouldn’t do again.

What I Needed From the Church During My Depression
Christianity Today’s Her.meneutics – August 3

Speaking at the Democratic National Convention last week, the singer Demi Lovato took advantage of the powerful platform to advocate for mental health care in America. “Like millions of Americans, I am living with mental illness,” she said. “Too many Americans from all walks of life don’t get help, either because they fear the stigma or they cannot afford treatment.”

My Boyfriend Dumped Me Over My Depression, And I’m Better Off
Thought Catalog – August 19
My Boyfriend Dumped Me Because He Didn’t Believe My Depression Would Get Better
The Mighty – August 24

In every therapist’s or doctor’s office I’ve ever been in, one of the questions I am asked as part of my assessment is whether I have a significant other and how that person handles my depression. “That’s often one of the biggest stressors,” my doctor once said, congratulating me on not having a boyfriend. “Someone putting pressure on you to feel better.”

She didn’t mention the stress of knowing someone doesn’t believe you can feel better.

July 2016

This month I also published a piece in a prominent women’s magazine under a pen name. Alas, for legal reasons, that is the only clue I can give you.

I also contributed a book to this list of 10 Books Worth Reading This Summer. I have since read the book and can’t quite recommend it for the reasons I was first interested.

We asked each other 36 questions to fall in love. Then we broke up.
The Washington Post Solo-ish – July 27

Our first weekend as a couple, my boyfriend and I asked each other those 36 questions to fall in love, which appeared in a New York Times Modern Love column last year. We’d been friends for years and were giving things a shot, romantically.

8 Refreshing Summer Cocktails to Try
5280 – July 27, 2016

From spicy margs to tiki-inspired sippers, these are the drinks of the season.

Social media campaign examples

As a freelance social media consultant, I provide strategy guidance, platform maintenance, and basic analytics reporting. My focus is Twitter, Facebook and LinkedIn. My experience includes managing a high-profile public figure’s social media brand; contributing to social content distribution and strategy at a political think tank; writing and implementing a complete social media strategy for a national law firm including individual coaching for attorneys; and creating a book launch social media campaign for a publishing company. Here are a few examples of my digital experience and work on social media campaigns:

  1. The Hill – full time, 2011-13
  • Covered politicians using social media, including innovation during 2012 presidential campaigns
  • Live blogged breaking news on Twitter on a daily basis and during presidential debates
  • Worked closely with political and media teams at Facebook and Twitter
  • Regularly broke news on Twitter
  • Launched and wrote weekly Q&As with members of Congress on their use of Twitter


twitter pinning

Figure 1 Feature cover story on Ann Romney’s use of Pinterest

Figure 2 Created and managed a beat focused on how politicians use social media

 

  1. The Heritage Foundation/The Daily Signal – full time contract employee, 2013-14
  • Managed and ghostwrote think tank president’s Twitter, Facebook and Instagram accounts
  • Engaged in content on reddit, StumbleUpon
  • Used tools such as Bit.ly, Attentive.ly, Google Analytics
  • Repurposed and distributed content on organization’s social media including Facebook, Twitter, Pinterest, LinkedIn, Google Plus and Tumblr as well as website and WordPress microsite
  • Live tweeted and blogged about events
  • Wrote marketing copy using market research, SEO principles
  • Managed Facebook Q&A with think tank president
  • Supported book launch for Sen. Jim DeMint’s book “Falling In Love With America Again,” including contributing to strategy and writing social media marketing copy before and after launch
  • Supported launch and wrote copy for “The Daily Signal” spin-off news analysis site, including contributing to marketing launch and branding strategy


tweetie pinterest

Figure 1 Accepting a Tweetie award from Twitter for best digital campaign

Figure 2 Earned national media attention in Jezebel for unique Pinterest campaign

 

  1. Tyndale Publishing House/NavPress imprint – freelance, 2016
  • Designed social media campaign strategy to correspond with book launch
  • Provided recommended content, timeline, incentives and market research

 


navpress bev

Book launch campaign including parameters, action items and content/graphics recommendations

 

  1. Brownstein Hyatt Farber Schreck – full time, 2014-present
  • Overhauled firm social media strategy on Facebook, Twitter and LinkedIn, including writing firm wide social media guidelines with input from legal counsel
  • Designed graded Twitter “audits” and provided one-on-one coaching to attorneys
  • Managed firm Facebook, Twitter and LinkedIn accounts


grading onepager

Figure 1 Social media guidelines “one-pager”

Figure 2 Criteria for Twitter best practices

May 2016

Your Mountain Drinking Passport
5280.com – May 30, 2016

We all know by now that the mountains aren’t just for skiing. Now, a new program called Elevated Libations aims to further broaden the horizons of slope junkies and tourists alike by showcasing the unique experiences offered at mountain-town bars.

Why Adult Coloring Works for Christians
Christianity Today’s Her.meneutics – May 23, 2016

Last year, sales of coloring books in the US shot up from 1 million to 12 million units. The sales spike quickly prompted a slew of articles asking whether our culture is collectively stressed out and/or reverting to childhood hobbies. I, too, mocked the trend right up until I started coloring this year as a therapy tool and discovered that it settles my mind and helps me focus.

5 Cocktails for Cinco de Mayo
5280.com – May 3, 2016

Even if you have no real reason to celebrate the Mexican army’s underdog victory over French wanna-be colonists on May 5, 1962, Cinco de Mayo is still a great excuse to experience Denver’s tequila scene. Here, five agave-focused libations to get your party started. Bonus: Balance out all the drinking with tacos—check out our list of Denver’s 52 Top Tacos for some inspiration.

March 2016

Animation Supervisors Are the Zookeepers On Disney’s Zootopia
The Credits – March 1, 2016

Kira Lehtomaki likes the idea of her role as the protector of “Judy Hopps.” Lehtomaki, an animation supervisor on Disney’s upcoming Zootopia, animated and supervised multiple segments of the feature film but was mainly responsible to oversee the female bunny police officer voiced by Ginnifer Goodwin.

Explore Denver’s Coffee Scene with the Fika Passport
5280.com – March 28, 2016

For me, spring conjures thoughts of coffee-shop meetings and lingering at cafés. The folks behind the Denver Passport Program seem to have read my mind with this week’s release of the first-ever coffee passport in Denver. Inspired by fika (fee-kah), an enviable Swedish cultural tradition that emphasizes slowing down to enjoy a mid-afternoon coffee break with a friend or co-worker, the new Fika Passport contains two-for-one coffee specials at each of the 24 participating cafés. The program runs from April 1 through October 1.

February 2016

Super Bowl Cocktail Suggestions from Denver Bartenders
5280.com – Feb. 5, 2016

Whether you’re hosting or joining a Super Bowl party this weekend, themed drinks are a fun way to showcase your Broncos pride. But with blue and orange as a theme, that can be a little limiting. That’s why we asked a couple of experts—bar managers Joe Schratz from Punch Bowl Social and Anthony Hinojos at Terminal Bar in Union Station—for drink ideas that will impress any super fan.

The New Student Activists
Christianity Today Magazine – March issue

If college is a friendly environment for forming an argument or taking a stand, then Christian college students have perhaps even more reason than their peers to take action based on passionately-held beliefs.

January 2016

True story: Between seeing one movie last month and writing the review, my car slid off the road. That’s how you know I’m a pro, right?

Sisters review
World magazine, Jan. 9

In the 1980s and again in the ’90s, the teen party movie became a staple. The genre has faded since then, but Hollywood replaced it with the adult party movie, a slightly tongue-in-cheek formula modeled on those teen movies and likely created mainly by adults who grew up on movies like Sixteen Candles or Can’t Hardly Wait.

The Force Is With Her
Christianity Today, Jan. 8

Star Wars: The Force Awakens probably would have made $1.5 billion even without its female lead. But it’s only fair that a female character get her due when she plays such a central—and compelling, thanks to actress Daisy Ridley— role in one of the most enduring and culturally-defining movie series in generations.

Where to Find Bulletproof Coffee in Denver
5280.com, Jan. 27

This popular beverage, made with coffee, grass-fed butter, and a shot of medium-chain triglyceride oil, supposedly increases your energy and helps you burn fat. Here’s where to get your fix.