Lead UX Designer → Digital Product Manager, Design Ops · Southwest Airlines
My Account Redesign
The My Account section of southwest.com is where Rapid Rewards members manage their loyalty relationship with the airline — points balances, travel history, credit card status, and account preferences. The redesign was one of Heart DS's first major real-world adoptions, and it became the proving ground for a number of system hypotheticals that hadn't yet been tested in production.
Context
My Account had historically been one of the more fragmented areas of the site — pages that had grown organically over time, each with their own visual logic, with limited coherence across the section. It was also one of the most strategically important: logged-in members are Southwest's highest-value customers, and the account experience directly influences engagement and satisfaction.
Evolving role mid-project
I came onto this project as Lead UX Designer and was promoted to Digital Product Manager, Design Ops mid-engagement. As the role shifted, I transitioned design ownership to the team and moved into a product management and oversight capacity — helping connect the design work to system goals and ensuring a clean handoff as the project moved toward delivery.
First major HDS consumer
This project was among the first to adopt Heart DS at the component level in production. That meant working through how the system translated to a logged-in, data-dense context — member dashboards, account tables, status indicators, and dynamic content blocks. The adoption surfaced meaningful gaps in HDS that were subsequently closed, validating the system-building effort in a concrete way.
Outcome
The redesigned My Account experience established a more coherent, system-backed foundation for the section and confirmed that Heart DS could hold up in a complex, authenticated product context. For the design system, it was an important proof point: the components and patterns the team had built actually worked under production conditions.