A completely new backend technology provider demanded a complete redesign of Contour's end-to-end digital passenger experience. I designed and led the implementation of a new website and mobile app with a powerful booking engine, advanced trip management tools, day-of-travel features, and seamless integration with Contour's interline partner, American Airlines.
Following the development of a compelling presentation instrumental in securing an interline agreement with American Airlines, my focus shifted to a complete overhaul of our enterprise technology infrastructure. As a key member of a nimble team, I played a pivotal role in selecting the Passenger Service System (PSS)/Departure Control System (DCS) and integrating the Internet Booking Engine (IBE) to facilitate seamless interline connections between the two carriers.
My process commenced with exhaustive research, particularly delving into the user experience (UX) aspects of trip management and connecting flights—features lacking in Contour's previous technological framework. The design had to strike a balance between being visually distinct and adhering to industry-standard patterns to ensure user familiarity without the need for extensive re-education.
This technology migration and the introduction of new features propelled Contour into a leading position within the regional airline sector. The alignment with American Airlines not only fostered closer collaboration with the airline but also paved the way for potential partnerships. Moreover, the operations capability it created played a role in a minority interest acquisition by the largest regional air carrier, SkyWest, with ambitious plans to expand the fleet by over 50 aircraft in the forthcoming years.
