Overview
About Delta Business Traveler Program
Delta’s new Business Traveler program, launched in August 2024, is aimed at making business travel smoother and more rewarding for everyone, no matter how often they fly or how large their company is. The program offers various perks to members, such as:
Extra miles on bookings, including bonus miles when you book hotels or car rentals with Delta.
Partner status promotions making it more convenient.
Special offers for Delta Vacations, which is great if you want to mix business and leisure travel.
With over 100 million members already in the SkyMiles loyalty program, this allows a simple way to enhance the business travel experience, giving flexibility and value to travelers, whether they're frequent flyers or occasional business travelers.
Process
Discovery
UX Design
UI Design
Reflection
Project Details
Project Duration: 6 Months
Team: 1 Scrum Master, 1 TPO, 1 Product Owner, 5 Developers, 2 QA, and 2 Designer.
My Role: UX/UI Designer
Platforms and Tools
Platform: Responsive web across desktop, tablet, and mobile
Tools: Figma, Figjam, and Digital.ai
Desktop Mock Ups
Discovery
Problem Statement
Individual business travelers, especially from small businesses and freelancers, lack access to corporate-level travel perks and rewards. Existing programs don’t cater to their needs, resulting in missed opportunities. Delta Business Traveler aims to fill this gap by offering a personalized, accessible program with exclusive offers and rewards tailored for business travelers.
User Breakdown
Corporate:
Understand how to expand and increase awareness of Corporate Priority day-of-travel benefit and target travelers.
Small and Med Enterprise:
Search for growth opportunities for bookings for both business and leisure. Understand what drives consumer cobrand acquisition.
Non-Managed Small Business:
Size and understand audience. Identify owners not eligible for SMB (sole proprietor)
Understanding the User
User Features and Goals
Enrollment: Quick and easy sign-up is critical for user engagement. Streamline the sign-up process by auto-filling fields from SkyMiles profiles and using a quick verification system.
Dashboard Exploration: The ease of navigating the personalized offers and rewards tracker directly impacts user satisfaction. Provide real-time, easy-to-understand tracking of how many miles and perks were earned from specific transactions.
Offer Redemption: A smooth redemption process for partner perks can make or break the user experience. Ensure users can easily redeem perks from partners directly through the Delta platform.
Rewards Tracking: Users need transparency and simplicity when tracking miles and understanding how rewards are earned.
UX Design
Design Approach
Streamlined Enrollment
Make it easy for SkyMiles Members to sign up as business travelers by integrating with existing SkyMiles accounts. A quick, simple process verifies business travel eligibility and captures key details like company affiliation and job title.
Support for Small and Mid-Sized Businesses
Design the platform to cater to individual travelers, including freelancers and employees of smaller businesses, without needing corporate contracts.
Personalized Offers Platform
Create a system that delivers tailored perks and exclusive offers from Delta and partners. Users can access a personalized dashboard to view and redeem benefits.
Rewards Tracking
Implement a system that tracks additional miles earned through Delta Stays and Car Rentals, with real-time updates on rewards progress for easy monitoring.
Seamless Partner Integration
Build API connections with partners to manage updates, offers, and rewards in real time. Include a dashboard for users to view and claim benefits, with easy-to-follow steps.
Comprehensive Resources
Include FAQS to help users understand how the Delta Business Traveler program works, along with details on how to maximize offers and rewards. This content can be accessible via the dashboard
User Flows - Enrollment, Redeem, and Edit/Unenroll
How do we get users to enroll?
The enrollment user flow for Delta Business Traveler begins with users logging into their existing SkyMiles account and selecting the option to enroll as a business traveler. They are then guided through a streamlined process to verify their business affiliation and set preferences, after which they can immediately access tailored perks and offers.
How do users claim offers?
In the Delta Business Traveler dashboard, browse available partner offers, and select the desired perk. With a few clicks, they can redeem offers with rewards automatically applied to their account or accessible via partner platforms.
How do users edit information or unenroll?
Users navigate to their company edit section where they can easily update business affiliation details such as company name or role. If needed, they can choose to unenroll from the program by selecting the unenroll option, and confirming the action.
UI Design
Enrollment Design
Streamlined Enrollment
For the Delta Business Traveler program enrollment screens, I streamlined the user experience by building on the existing SkyMiles account structure, including pre-filled fields for members to reduce manual input. The screens guide users through a simple, step-by-step verification process to confirm business affiliation, using clear language, and visual cues to keep them informed and engaged.
At the final step, users are greeted with a confirmation screen featuring a CTA to view their eligible benefits. This design prioritizes ease of navigation and efficient data collection, making the enrollment process quick and smooth.
Enrollment Screens
Offer Dashboard Design
Personalized Offers Platform
I designed the Delta Business Traveler program’s offer redemption page to provide a clear, intuitive experience. At the top, I included a prominent summary showing key offer details—expiration dates, reward specifics, and redemption instructions—so users can quickly see what’s available.
Each offer is presented as a clickable card with a brief description and an “Enroll” button or link to a partner site. When users click, they’re guided through a simple redemption process, whether activating the perk directly on Delta’s platform or linking to a partner. I added visual feedback, like success messages, to confirm when an offer is successfully redeemed.
Offer Dashboard Screen
Profile Information Card
Editing Profile Information:
Users can update simple company details like country, zip code, and role. The design includes a checkbox for opting into Delta Business Traveler communications and link to unenroll form the program. Prominent “Save” and “Close” buttons ensure ease of use.
Error State:
If fields are incomplete, a red error message appears at the top, guiding users to fix issues quickly. The design uses consistent red accents for errors and the “Save” button, ensuring users can correct mistakes while still viewing available offers below.
Offer Card Success & Null States
Success State: When an action like redeeming an offer or tracking rewards is successful, the card transitions to a “Success” state. This includes a confirmation message, updated information, and checkmark animation visual feedback. This immediate feedback reassures users that their action was completed successfully, reinforcing trust in the system
View More Offers:
Expands the amount of offers to load 3 more. This avoids the UI from becoming too cluttered and having the user have to scroll down too much to get to their "Currently Enrolled Offers" section.
Null State: When no offers or rewards are available, the “Null State” is displayed. Rather than leaving a blank space, this state offers a helpful message such as “There are currently not offers available" or “You're enrolled in all available offers”
Details, Terms & Conditions Modal
Offer Details: The Offer Details modal provides users with comprehensive information about a specific offer. It includes the offer title, detailed description, eligibility criteria, expiration date, and key benefits, presented in a clean, scannable format.
Terms and Conditions : It offers clear, structured information, breaking down legal terms into digestible sections. Key points, such as redemption limits or restrictions, are highlighted to ensure users are well-informed. The layout is minimal and distraction-free, with a simple “Close” button to exit.
Unenrollment Modal
Unenrollment Modal:
This screen shows a message highlighting the benefits that users will miss if they unenroll, such as new offers, flexible travel options, and reward points. The interface uses a bold red "Unenroll" button and a contrasting "Cancel" button to give users a final decision point.
Confirmation:
Let's users know that their request has been processed are then redirected to the Delta Business Traveler informational page
Mobile Mock Ups
Reflection
User Feedback Summary
Overall user feedback for the Delta Business Traveler program was positive, especially for its tailored offers and easy enrollment process. Users appreciated the integration with their existing SkyMiles accounts and the intuitive interface for managing offers and rewards.
Performance and Usage Analytics
Analytics showed that the enrollment flow had a high completion rate, reflecting a well-optimized onboarding experience. Usage data also highlighted that users who frequently traveled for business utilized more of the program’s perks compared to occasional travelers.
Lessons Learned and Next Steps
While the program is user-friendly, there is room to provide more educational touchpoints without overwhelming users. Moving forward, A/B testing different offer layouts, refining reward explanations, and improving the user flow will be important next steps. Gathering further feedback on partner offer engagement will help prioritize future feature enhancements.
