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FLYR · Senior Product Designer · 2023–Present
Designing the future of airline retailing.
Designing complex airline products within FLYR’s AI-powered Offer & Order Management platform, with a focus on Contact Center and retailing experiences.
THE CONTEXT
Designing the operational layer behind modern airline retailing.
Airline retailing is moving beyond traditional booking and servicing models toward more flexible, product-driven experiences.
FLYR’s Offer & Order platform gives airlines a foundation for modern retailing across offers, orders, products, servicing, and third-party content.
My work focuses on making this complexity understandable and actionable for the people who use these systems every day: airline agents, retail teams, and operational stakeholders.
MY ROLE
From complex airline workflows to clear product experiences.
As a Senior Product Designer, I work across the Offer & Order ecosystem, with my primary focus on Contact Center and retailing applications.
- Design experiences for the Offer & Order Management System.
- Design tools that help airline agents manage customer needs and servicing workflows.
- Design retailing experiences for creating and managing airline products.
- Translate complex airline workflows into clear interaction models.
- Define user flows, information architecture, wireframes, prototypes, and high-fidelity experiences.
- Conduct interviews, surveys, and usability testing.
- Iterate designs based on research and customer feedback.
- Collaborate closely with product, engineering, design system, and business teams.
THE DESIGN CHALLENGE
The complexity isn't the interface.
It's everything behind it.
Airline products contain a huge amount of interconnected information. A seemingly simple action can involve multiple dependencies, business rules, system states, and operational scenarios.
Passenger
→
Order
→
Flight
→
Product
→
Price & Rules
→
Servicing
My approach is to reduce that complexity without hiding the information people need to make decisions.
DESIGN STRATEGY
Understand the operation before designing the interface.
Structure
Model the underlying workflow before moving into visual design. Identify dependencies, states, rules, and edge cases.
Design
Turn complex processes into predictable interaction patterns that give users the context they need to act confidently.
Validate
Test concepts with users and stakeholders, learn from the feedback, and continuously iterate the experience.
CUSTOMER COLLABORATION
Designing with the people who will actually use the product.
One of the most valuable parts of my work at FLYR is collaborating directly with airline customers.
I have worked with Riyadh Air through customer sessions and several onsite visits to Riyadh, working directly with stakeholders to understand their workflows, needs, expectations, and operational context.
These sessions allow me to validate assumptions against real-world airline operations and bring customer insight directly into product decisions.
Customer
→
Research
→
Design
→
Validation
→
Iteration
FOCUS AREA · CONTACT CENTER
Designing tools for airline agents.
The Contact Center is one of the most complex areas I work on at FLYR.
Agents need to work with a large amount of customer, order, product, and flight information while handling time-sensitive requests.
My focus is creating experiences that make complex servicing tasks clear, structured, and efficient.
Customer & order context
Flight & itinerary information
Products & ancillaries
Servicing actions
Changes & disruptions
Re-shopping workflows
Payment & allocation
Validation & eligibility
FOCUS AREA · RETAILING
Designing the products behind the offer.
Modern airline retailing goes beyond selling a flight.
Airlines need to create, manage, price, distribute, and service a growing range of products and offers.
My work focuses on making these capabilities understandable and usable for the teams responsible for managing airline products.
Products
→
Rules
→
Availability
→
Pricing
→
Offers
→
Distribution
SCALABILITY
Designing patterns, not one-off screens.
Enterprise airline products need consistency across different workflows, modules, and future use cases.
I collaborate with design system and engineering teams to evolve reusable patterns that support complex product behaviour.
Components
Reusable interface patterns
States
Validation and system behaviour
Data
Tables and complex information
Workflows
Consistent interaction patterns
MY PROCESS
From customer insight to validated product decisions.
01
Discover
Interviews, customer sessions, research, and workflow analysis.
02
Define
User flows, information architecture, requirements, and business rules.
03
Design
Wireframes, prototypes, interaction design, and visual design.
04
Validate
Usability testing, customer feedback, iteration, and product validation.
OUTCOME
Turning airline complexity into usable products.
My work at FLYR is about more than designing interfaces. It is about creating a clearer relationship between people, airline operations, technology, and products.
By combining customer research, workflow modelling, interaction design, prototyping, and continuous validation, I help turn complex airline processes into experiences that are easier to understand, operate, and scale.
FLYR · SENIOR PRODUCT DESIGNER
Designing the future of airline retailing.
Complex systems. Real users. Meaningful constraints.