Clear Path
Delta AI Concierge
Group
Year
2026
How might we design a passenger journey experience where information flows seamlessly across every touchpoint?
Experience Design
Product Design
The Problem
A passenger experiences a problem — an allergen served despite a known restriction, a crew member unaware of a connection at risk, a missed transfer nobody flagged in time. In each case, the information needed to prevent it already existed somewhere in the system. It simply never reached the person who could act on it, creating passenger friction in their journey.
The Outcome
The core idea was to create a closed feedback loop, where information a passenger shares actually flows through to the people and systems that can act on it, and information the airline has flows back to the passenger at the right moment, so both sides benefit from the same connected data instead of operating on separate, siloed information. This direction was shaped and validated through conversations with Delta's product and engineering teams, and the final concept was presented to senior leadership including Patricia Moore, pioneer of Universal Design.
Impact
A Journey Without Friction
Designed to eliminate the disconnected, reactive passenger experience across every touchpoint replacing scattered information and uncertainty with a seamless, connected flow from the moment a passenger reaches the gate to the moment they exit the airport.
Personalization That Travels With You
Proposed to transform flight travel from a generic, one-size-fits-all experience into one that recognizes each passenger as an individual using real-time data to surface the right information at the right moment, making every phase of the journey feel intentional and tailored.
Information That Closes the Loop
Designed to create a meaningful closed-loop system between passengers, crew, and in-flight entertainment ensuring that the data passengers provide actively improves their experience rather than disappearing into a system that never responds to it.
Decisions
& Process
The system needed to feel intuitive and proactive, anticipating needs rather than waiting to be searched. It also had to feel familiar to existing travel platforms, so adoption happens at first use, no learning curve. The real innovation wasn't reinventing the wheel, it was making the experience feel seamless and anticipatory, quietly doing coordination work passengers and crew would otherwise do themselves.
