https://maryheer.squarespace.com/home-1 daily 1.0 2026-06-16 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/b8044f51-ea6d-45f2-aa37-14ec269919d0/Screenshot+2026-06-16+at+1.52.44%E2%80%AFPM.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/a7c22d92-1647-4eee-b8e0-328c879912d4/Content.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/75c8c9c9-47f4-48d9-b360-f5e0cb52266d/Frame+15769%21%21%21.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/a1ebf213-580c-47dc-bb88-25ca3d344cff/Frame+2018774689+%281%29+copy.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/2e506b52-d3df-4472-9f4e-1fe0d013c730/For+Homepage.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592846663835-51OUSI3IJ4G5WA8HM18K/PickUp.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/946a964b-98a3-4426-87f4-e296ae0b8817/Day+Of+Travel+Journey.png https://maryheer.squarespace.com/pickupwhereyouleftoff daily 0.75 2023-01-26 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592836609688-D3BUU9EY1BFZH2JLENBZ/SAved+Trips.png Pick up where you left off Item 1 Saved Trips widget on united.com header. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592834302366-0MOS2FUNXD3ZYSPEWS9U/DesignSprintAxis.png Pick up where you left off Item 2 There is an axis displayed, with the X-axis as “Uncertainty” and the Y-axis as “Difficulty." When both Uncertainty and Difficulty are high, a sprint is a helpful tool too quickly find a smart solution. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592837305266-SJ8C8P9HCBRN900JCJ62/Design+Sprint+Process.png Pick up where you left off Item 3 A picture of the Design Sprint method - outlining what happens on each day of the Sprint. This picture shows where I broke up the days to create a workshop method that worked within the constraints of our stakeholders. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592847189983-4AO2PS8ZD65PALDH1SV3/20140301_Trade-151_0124-copy.jpg Pick up where you left off - How might we shorten the search-to-conversion rate from the homepage? https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592840757535-XV45EP0TX9MFB5IIZSO1/Presentation1.png Pick up where you left off Item 4 The methods we used from the Design Sprint book during the Design Sprint surrounding “Saved Trips.” https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592845326457-3NE64F3X0GNVZ2GRCHK8/Amazon.png Pick up where you left off - Lightning Demos: Amazon During the Lightning Demos, there was one that stole the show. One of our data analyst partners brought Amazon’s “Pick up where you left off” feature on their homepage. If a customer looks at or interacts with a certain product but does not buy it, the next time the customer comes to Amazon’s homepage, Amazon will resurface the customer’s product choices on the homepage. From a functionality standpoint, it felt like the information we were scrapping with “Saved Trips” was very similar to the Amazon’s feature. This specific demo became the foundational block for discussion and ideation. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592847159177-F4K8M0AU6AL398CE0KO9/Picture3.png Pick up where you left off We went through the ideation, sketching and decision making methods outlined in Day 2 and Day 3 in the Design Sprint book. The final sketch chosen was a sketch of the homepage that showed “Pick up where you left off” under the initial booking widget, showing the customers their previous searches so they could pick up where they left off. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592841195034-RGFTJ2GK7AYWEMISP3YZ/V1.png Pick up where you left off Item 5 The first version of “Pick up where you left off” we tested with customers. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592841207684-U9SMAIMVHXVRAP09POVF/Large+JPG-20140228_Trade+151_0046.jpg Pick up where you left off Item 6 The second version of “Pick up where you left off” we tested with customers. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1592842396474-0TA02L9NBDX1WVSNFFN7/Picture1.png Pick up where you left off Item 7: “Pick up where you off” feature in production on the homepage. https://maryheer.squarespace.com/the-offers-platform daily 0.75 2020-07-17 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594901877877-1VSEYMN55MHJOSENCNM6/Top1.png The Offers Platform The original offers platform. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594903025023-QG2YE310KMOI0USVGETF/TOP2.png The Offers Platform The data visualization stimuli to understand customer needs. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594903350027-5OKSZAT18GJQS7DHWTI8/TOP3.png The Offers Platform Create New Offer flow re-design. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594904726036-7VNZPTWWIBJSIVO7QL4G/Before+you+modal.png The Offers Platform - At the beginning of the flow, Sales managers felt they didn’t know what to expect during the request New Offer process. The before you request” modal outlined tasks the managers might needs to do before requesting an offer, giving them more information upfront. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594904844733-9NRTV6ME3FNX2CLR4W13/image-asset.png The Offers Platform - The most common question asked through testing was about the different types of offers. In the header, I added an informational button that took the managers to a drawer the housed the different types of offers and their descriptions. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594904613785-JV4VWVC7H0UOFDSWLAER/RNO+flow.png The Offers Platform - I created a progress bar at the top with a status tracker, and a tab structure to give the Sales Managers the ability to see what’s happening next. https://maryheer.squarespace.com/commit1 daily 0.75 2020-07-17 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594833309221-SYTK76P5A7V8SQYPJJP6/CommitwithVisuals.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594836337548-KPRJTMTO580IPHPVLWG8/images.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594836163362-W7MZ05YU3F7FZPUPXZXD/download.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594836293343-UCM4WZIKPAG2AGXB2I3B/Logo-on-blue-background-1.jpg Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594836351291-W0WIZQWGOZJ20NGPGLD1/campus-groups-logo.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594842207649-4FDH69IITHEXBIE19F34/Zoom1.jpg Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1595000538484-CS6EKTFIWLVIX38VSAX6/Alex2+Copy.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594849245993-UDLGVCSFTTNR0HBO3BGV/Screen%2BShot%2B2020-07-15%2Bat%2B2.51.28%2BPM.jpg Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594849386331-Z44CDR55X58NWDVMOKCK/Screen+Shot+2020-07-15+at+3.11.11+PM.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594851786889-1JCZZF2UF1JX0O3BXB2K/IMG_0523.JPG Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594853770826-4ALJ7LPUECSOVX2JI3YK/Screen+Shot+2020-07-15+at+5.55.31+PM.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594854428483-1VDS17SDK2C1RS77WWI1/1.png Commit 1 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594854532691-8H03VZ2M9N66Q0KE7E48/Screen+Shot+2020-07-15+at+6.08.41+PM.png Commit 1 https://maryheer.squarespace.com/commit-2 daily 0.75 2020-07-17 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594856641153-IU07ETQ8V14TEDLQ1SEA/FacebookEventCardLayout.jpg.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594856194216-DBJ06ST7C11WSMTVUK0I/Commit2.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594856044269-HHPN2VYN3F2LCFFLR5LL/Commit+3.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594857037368-Z5V0XZ1CHHKI5GDWB2XJ/Cards+2.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594857526345-LFVF5Z9PQOCOQNM2TWVV/side+nav+shot.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594857615097-PEDPUDFUUO10NKS8YUNF/New+Commit+event.png Commit 2 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594857950949-0580DSIJ48A0K9HZ39O3/Commit%3ACalendly.jpg Commit 2 A first iteration of the attendee management system. This was inspired by Calendly’s action bar interaction pattern. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1594858122731-9GUGOPAI0OTAS5F6V4WD/Used+Commit+Attendee+list.png Commit 2 When an attendee or multiple attendees are selected, the possible actions an event organizer could take appear as buttons above the list. If clicked on, these action buttons become the signature Commit pink. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1595001550228-PF64RPHCUJWCMPMY5VGG/Commit+2+Display.png Commit 2 https://maryheer.squarespace.com/a11ychi daily 0.75 2020-07-30 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1596138730737-SUR6833K9GYXWG10U9BH/38406470_10213813169457488_7371319694290059264_n.jpg a11ychi Image 1: A picture of Mary signing with a group of Deaf people outside the Crystal palace in Hyde Park, London. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1596138580337-BRD2X1RVL2LW8U6J384K/600_445924911.png a11ychi Image 2: The A11Y symbol in the shape of a chicago glag. The words “Chicago Digital Accessibilty” are along the top blue banner. The letters “A11Y” are in red, where the stars of the flag are. The words “& Inclusive Design Meetup” are along the bottom blue banner. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1596140037508-OEYLCDWOKJFPGR57DFSC/image-asset.jpeg a11ychi Image 3: Mary and her teammates interviewing a SME about digital accessibility. https://maryheer.squarespace.com/aod-rebooking daily 0.75 2023-04-04 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/c64153da-6da8-4c78-9326-8bad9872ac90/Artboard.png AOD Rebooking. - What is Agent on Demand? Agent on Demand (AOD) is a video chat, text, and call web app service for United customers to connect with a United agent at the airport. This platform is different than the traditional customer service center line because the agents answering calls on AOD are on-site at the airport and have more airport-specific knowledge. AOD is an escalation point during irregular operations; when a customer’s flight has a delay or is canceled and needs assistance from an agent. It fills in the gaps of agent staffing at airports that either doesn’t have a customer service center or their gate is only manned by one agent. AOD Agents trained from other airports are able to assist customers as well, due to AOD’s online nature. It’s a really great addition to customers’ airport experiences. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/b5f066fc-78dc-46de-ad0f-15976e7a5874/RAMP+to+Gate+Kiosk%3A+IRROPs+Copy.png AOD Rebooking. - Channel Mapping United has other channels where customers can rebook, so I wanted to learn from what’s in production to inform my designs. I put the other channels in a side by side flow to show how these designs might match up to the flow I create. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/891e8692-285c-479a-8f1c-d7847cee1a78/Screen+Shot+2022-01-28+at+11.07.24+AM.png AOD Rebooking. - Requirements My team’s BA prepared requirements for me based them off of the legacy kiosk functionality. I partnered with her to refine them for a mobile-first focus. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/4ea47b50-7552-467a-8489-0c1e7b1ff369/Rebooking+flow+DRAFT+1.png AOD Rebooking. - Make it stand out. First draft of the rebooking flow designs. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/29a97b27-5f54-48b0-9dcd-277ad987e02c/Rebooking+flow.png AOD Rebooking. - Make it stand out. Agent on Demand rebooking flow final designs. https://maryheer.squarespace.com/wheelchair-workshoping daily 0.75 2023-10-25 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1648147147635-4J7OJALK5QC1R116AVP0/Screen+Shot+2022-03-24+at+1.37.37+PM.png Wheelchair workshoping https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1648147199786-JLYU6JNP9M7XUY9J2LRZ/Screen+Shot+2022-03-24+at+1.38.02+PM.png Wheelchair workshoping https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/1648147262802-A6G12YJKG84A9XXMFVGT/united-ground-express-squarelogo-1502976323025.png Wheelchair workshoping https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/03f3cc8c-98e9-4820-8059-c5a54d10f63e/Synthesis+of+all+tools.png Wheelchair workshoping - Ideas and tools backlog The team shared so many great ideas during the workshop. We documented them in a tool catalog and backlog. There, we paired ideas with the tool that was best suited those ideas. This was a future-facing document rather than a journey map. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/9dbf28cd-c6ff-4e5b-8ed0-a4b4b7dc02e8/Day+Of+Travel+Journey.png Wheelchair workshoping The alerts to customers, agents, and vendors shown in this journey map will be in production by late 2022. https://maryheer.squarespace.com/jet-customer-management daily 0.75 2023-10-21 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/73aaa97e-31c1-4eab-8065-14e87a0f3eca/Screen+Shot+2022-03-28+at+3.48.26+PM.png Jet Customer Management - Make it stand out An agent’s view of their working screen with multiple, busy tools. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/966dd105-4fab-4a4c-a783-f48510c0fa86/Current+state+%2B+customer+actions.png Jet Customer Management - Make it stand out Post-launch state Jet Customer Hub - mobile. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/be2928d0-3609-459a-8df1-a8f7dcb9e1df/d+Customer+Hub++-+OVS.png Jet Customer Management - Make it stand out Post-launch state Jet Customer Hub - desktop. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/86d0bf2c-7467-43b5-ab6c-90da184bb28f/IMG_1077+copy.jpg Jet Customer Management - Make it stand out A page of my sketch book, showing the designs for a new customer card. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/fda0280c-1d95-4640-b38b-2532d5fce18a/CHUb+Task+sheet+only.png Jet Customer Management - Make it stand out This prototype utilized the native iOS action sheet. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/598c7f27-b6a7-45ab-820e-cabc83217371/CHUb+Full+page+Customer+card.png Jet Customer Management - Make it stand out This prototype had a full-page customer action card with links to different areas of the app. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/244bc734-8207-40ff-aa82-fc1c0e31e0c1/CHUb+Swipe+and+task+sheet.png Jet Customer Management - Make it stand out This prototype had a swipe action to reveal buttons and an action sheet with even more action options. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/f6ba124f-649c-472e-841c-a943a81ff025/Final+Designs.png Jet Customer Management - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/00686cae-6c81-4e5e-b2eb-b0d14b72918a/First+step.png Jet Customer Management https://maryheer.squarespace.com/about-1 daily 0.75 2023-09-27 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1589847904871-IJY33BXSJQA0OIFROI1H/image-asset.jpeg https://maryheer.squarespace.com/miniwallet-notifications daily 0.75 2024-01-19 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https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/509c68ed-d5cf-45bd-8810-69287fdece67/Screenshot+2023-10-22+at+11.35.25+PM.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/5a0212d9-5de6-4894-b911-be1abab28719/Gif.gif https://maryheer.squarespace.com/audible-on-amazon-storefront daily 0.75 2024-07-18 https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/098d7c1b-e6df-4878-bdfe-e6b9aacb9aa0/Frame+15766.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/ff3cc9b4-3085-4b62-8ea9-2acc72f60998/Customer+flows.png https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/e4396bfc-09bb-401d-8a07-647c14b8928a/Image+%284%29.jpg https://images.squarespace-cdn.com/content/v1/5ed6a33b663fff5307cf546d/c569664d-5e75-4a35-a646-90997c9438e1/FireShot+Capture+426+-+Amazon.com_+Audible+Books+%26+Originals+-+www.amazon+1.jpg 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