Melanie Perez
Showcase
CIO 100 Winner “Best Emerging Technology” for United’s Agent on Demand Product.
I led the research, design and strategy that brought us this first--to--market product intersecting digital solutions with physical environments.
I created this 1 min video to air during United’s Digital Technology showcase to highlight our process and delivery.
Self Service Innovation
in Airport Ecosystems
Team patent holder for new digital airport self-service tech solutions that bridge the gap between digital and physical ecosystems.
My team led the research and design creating this Digital Innovation Lab piloting airport solutions.
​
Press Play for more details.
Case Studies
Agent on Demand
See how investing in UX Research enabled my team to bring a solution from ideation to POC in less than three weeks and go on to win the CIO 100 Award for 'Best Emerging Technology' in 2021, raise CSAT, and contribute to over $60M in operational expenses.
​
Details coming soon.
Customer Service App
UX for operational applications requires a modified approach. See how bringing UX expertise into the operational fold changed the legacy process of app design, impacted KPIs and OKRs, and drove the appetite and creation of a UX CoE for Ops.
​
Details coming soon.
Building a UX CoE
Starting with a successful application of the design thinking methodology on key workstreams, we were ready to build a CoE. See how we brought structure while staying nimble, and created a space to ensure craft excellence and shared learnings.
​
Details coming soon.