IATA Agent Experience
Product design case study

01 — Overview

Redesigning IATA Agent Experience for web and mobile

Role
Web Designer — UX/UI responsibilities
Company
Helix Global Solutions
Client
IATA
Platform
Responsive web · Mobile app
Scope
Website redesign · New mobile app
The redesigned IATA Agent Experience main website, showing deals, member benefits and partner offers.
IATA Agent Experience mobile app home feed showing offers, hotel content, gift cards and merchandise, and member perks, with navigation across the app.

What I worked on

I worked across the website redesign and the new mobile app, from organizing content and user flows to wireframes, prototypes and final UI.

Website redesign · Information architecture · User flows · Wireframes · Prototyping · UI design

I worked with IATA’s existing design system and brand guidelines throughout the project.

02 — Challenge

The website needed more structure — and mobile was starting from zero

The existing Agent Experience was a single-page website with a long continuous scroll. The web experience needed clearer organization and hierarchy, while the mobile app had to be designed from scratch.

Existing website

One page → One continuous scroll → No mobile counterpart

  • Restructure the website
  • Make content easier to browse
  • Design the mobile experience
  • Stay consistent with IATA’s brand and design system

03 — Web + Mobile

Two starting points, two design processes

For web, I started with an existing experience and reorganized the content and hierarchy. For mobile, I started from a blank canvas — defining the structure, flows and interface.

Web

Existing website

Content structure
Hierarchy
Responsive UI

Mobile

New product

Information architecture
User flows
Wireframes
Prototype
UI

04 — Designed Experience

How the experience came together

Making benefits easier to browse

01

The home feed brings offers, hotel deals, gift cards, merchandise and member perks into clear sections, with the main navigation always available.

IATA Agent Experience mobile app home feed showing offers, hotel content, gift cards and merchandise, and member perks, with navigation across the app.

Giving key tasks their own space

02

Training and partner offers have dedicated screens instead of competing with everything on the home feed.

The IATA Training Courses experience inside the IATA Agent Experience mobile app.
Training Courses — a dedicated, task-oriented screen.
The Offers experience in the IATA Agent Experience mobile app, listing partner and member offers.
Partner and member offers — the same interaction language, a different task.

Keeping the digital ID close at hand

03

The mobile app gives agents quick access to their digital IATA ID card alongside the rest of their account tools.

Digital IATA ID card in the mobile app, with the original bottom navigation.

Website redesign

Giving the website a clearer structure

I reorganized the existing one-page experience into clearer sections, making deals, benefits and partner offers easier to browse.

The redesigned IATA Agent Experience main website, showing deals, member benefits and partner offers.
HomepageDeals, benefits and offers organized into a clearer browsing experience.
The partner offers page in the redesigned IATA Agent Experience, listing member benefits and partner offers.
Partner OffersA dedicated page for browsing member and partner offers.

05 — Collaboration + Reflection

Working with IATA and the Helix team

IATA Stakeholders

  • Requirements
  • Brand guidelines
  • Feedback

UX/UI Design — My Role

  • Information architecture
  • User flows
  • Wireframes
  • UI design
  • Prototyping

Helix Team + Developers

  • Collaboration
  • Technical implementation

I worked from IATA’s requirements and design system, turning them into web and mobile designs and working with the Helix team and developers through implementation.

Direct customer usability testing was not part of my scope.

What I learned

Working across web and mobile on the same project made me think beyond individual screens. I had to decide what should stay consistent across both platforms and what needed to change for each one.

What I’d do differently

If I had the opportunity to take the project further, I’d test the information structure and key mobile flows directly with agents before development.