Modernizing the Legacy Baggage Reroute Process

Modernizing baggage reroute

Modernizing baggage reroute

Airport Customer Services (ACS) is a mission critical application suite for Delta's airline processes. The "Reroute Manager" system is used to reroute bags to different destinations and flights as required.

In this project, I modernized the UI of the desktop baggage manager and accompanying mobile app by implementing Delta standard design systems and optimizing flows.

View Prototype

Objective

Redesign the Reroute Manager application suite for usability and alignment with new business goals.

Outcome

Completely reimagined the Reroute Manager web application and Reroute Scanner app, improving usability and providing agents with more accurate, relevant, and comprehensive data.

TIME PERIOD

Dec 2024 - Ongoing

Scope of work

Information Architecture

Acessibility

Enterprise UX

Interaction Design

Mobile UX

Web Application Design

Reroute manager- BACKGROUND

The Reroute Manager application helps reroute bags from one flight to another. This may be due to a regular connection, a missed flight, change in itinerary etc.

Agents using the existing application have complained of a difficult and unreliable interface, often resorting to pulling up the terminal and using dated command to get the information they want.


Field visit: I went down to the ramp to speak with the users of the application and collect information on how and when it is used during the operations.

"…sometimes I can't even read an entire line, do you see.. what is in this column? I just pull up Delta terminal and that's where i get my information. Or I'll call the BSO, it's not ideal."


"This hasn't changed in the past 10 years, it has all this information, these numbers I don't really need, but gets the job done most of the time"


— Agents who use Reroute Manager

Some Numbers

300k+

300k+

bags handled by
delta daily

~30k

~30k

rerouted luggage
in a day
skymiles
members

0.47% -0.52%

0.47% -0.52%

0.47% -0.52%

rate of Mishandled bags in 2024-2025

business requirements

The primary requirement for this project was to completely revamp the reroute manager application to make a comprehensive Baggage manager system.

This web app + mobile app ecosystem together should be an efficient and reliable replacement for the existing system to more accurately reroute bags and update data dynamically.

It should also provide ramp agents, leaders and other authorized users with any data they wish to know about a bag.

baggage manager web application


design system


To maintain consistency while supporting a complex, data‑heavy operational tool, I leveraged Delta’s standard design system and extended it where necessary.

  • Used Delta’s design system for brand alignment, accessibility, and UI consistency.

  • Identified gaps where customer‑facing patterns didn’t meet operational, data‑dense workflows.

  • Designed custom components, variants, and information‑heavy layouts tailored for high‑complexity use cases.


design system


To maintain consistency while supporting a complex, data‑heavy operational tool, I leveraged Delta’s standard design system and extended it where necessary.

  • Used Delta’s design system for brand alignment, accessibility, and UI consistency.

  • Identified gaps where customer‑facing patterns didn’t meet operational, data‑dense workflows.

  • Designed custom components, variants, and information‑heavy layouts tailored for high‑complexity use cases.


design system


To maintain consistency while supporting a complex, data‑heavy operational tool, I leveraged Delta’s standard design system and extended it where necessary.

  • Used Delta’s design system for brand alignment, accessibility, and UI consistency.

  • Identified gaps where customer‑facing patterns didn’t meet operational, data‑dense workflows.

  • Designed custom components, variants, and information‑heavy layouts tailored for high‑complexity use cases.


information architecture

Challenge:

Designing an interface that surfaces large volumes of operational data at once while being coherent and having an intuitive flow.


Solution:

Used the following UX principles for this data intensive system:


information architecture

Challenge:

Designing an interface that surfaces large volumes of operational data at once while being coherent and having an intuitive flow.


Approach:

Used the following UX principles for this data intensive system:


information architecture

Challenge:

Designing an interface that surfaces large volumes of operational data at once while being coherent and having an intuitive flow.


Solution:

Used the following UX principles for this data intensive system:

progressive disclosure

Show essentials first; reveal details as needed

Show essentials first; reveal details as needed

Show essentials first; reveal details as needed

Table optimizations

Collapsibility, sticky headers, sortable rows

Collapsibility, sticky headers, sortable rows

Collapsibility, sticky headers, sortable rows

Chunking and grouping

Reduce cognitive load, break large data sets

Reduce cognitive load, break large data sets

Reduce cognitive load, break large data sets

Filtering

Allow users to isolate what matters

Allow users to isolate what matters

Visual hierarchies & color cues to distinguish

reroute scanner mobile application

The Reroute application has an accompanying mobile application used to scan bag tags, view their status and routing, initiate reroutes, and print new tags. This application poses special challenges in terms of accessibility and simplicity.


accessibility
Challenge:

The devices that the scanner app runs on are often used in bright sunlight. They are sometimes used with gloves on. They may also be used in critical times during irregular operations, requiring quick feedback and easy overrides.


Solution:

I made sure to keep the contrast high in all screens and have clear and distinguished color as well as audio indicators for various scan results and error/success states. The WCAG guidelines were key.



accessibility
Challenge:

The devices that the scanner app runs on are often used in bright sunlight. They are sometimes used with gloves on. They may also be used in critical times during irregular operations, requiring quick feedback and easy overrides.


Solution:

I made sure to keep the contrast high in all screens and have clear and distinguished color as well as audio indicators for various scan results and error/success states. The WCAG guidelines were key.



accessibility
Challenge:

The devices that the scanner app runs on are often used in bright sunlight. They are sometimes used with gloves on. They may also be used in critical times during irregular operations, requiring quick feedback and easy overrides.


Solution:

I made sure to keep the contrast high in all screens and have clear and distinguished color as well as audio indicators for various scan results and error/success states. The WCAG guidelines were key.



interactive prototyping

Challenge:

There should be a high fidelity, fully clickable prototype so that

  • Ideas can be demonstrated clearly to stakeholders and changed as required at the design stage

  • Developers have a clear idea of interactions

  • Designs can be demoed before development is finished


Solution:

I used Figma component variants, states, variables, and conditional interactions for a fully playable prototype



interactive prototyping

Challenge:

There should be a high fidelity, fully clickable prototype so that

  • Ideas can be demonstrated clearly to stakeholders and changed as required at the design stage

  • Developers have a clear idea of interactions

  • Designs can be demoed before development is finished


Solution:

I used Figma component variants, states, variables, and conditional interactions for a fully playable prototype


main flow - prototype
custom treatments
custom treatments

Components I had to add to the design system based on specific requirements of the baggage manager applications

HOVER FLAG INDICATORS

DROPDOWN STATION SELECTION

NEW PARADIGM: ACCEPT TASK AND SELECT

UPDATE COIUNT OF SELECTED

DUPLICATE RESULTS


developer handoff (iterative)
Challenge:

As the bridge between business and developers, it is important that I convey each design decision with precision and reason so that developers can build out each flow efficiently. I also need to be able to receive feedback from all parties and incorporate as required.


Solution:

I use Figma's developer tools and meticulous annotations for effective communication. I follow an iterative prototyping process, utilizing atomic structures, auto layouts, components and instances, and variants to be able to easily make changes when required.


developer handoff (iterative)
Challenge:

As the bridge between business and developers, it is important that I convey each design decision with precision and reason so that developers can build out each flow efficiently. I also need to be able to receive feedback from all parties and incorporate as required.


Solution:

I use Figma's developer tools and meticulous annotations for effective communication. I follow an iterative prototyping process, utilizing atomic structures, auto layouts, components and instances, and variants to be able to easily make changes when required.


developer handoff (iterative)
Challenge:

As the bridge between business and developers, it is important that I convey each design decision with precision and reason so that developers can build out each flow efficiently. I also need to be able to receive feedback from all parties and incorporate as required.


Solution:

I use Figma's developer tools and meticulous annotations for effective communication. I follow an iterative prototyping process, utilizing atomic structures, auto layouts, components and instances, and variants to be able to easily make changes when required.

OUTCOMES

The modernized baggage reroute system is being rolled out to multiple stations. We have received positive feedback from the agents:

  1. The new system shows all the data they need in one location instead of having to access multiple resources, saving time.

  2. The interface is more intuitive and it is easier to onboard new agents.

  3. The data has been more reliable and transparent.

  4. It has been easier to explain various scenarios to leaders, stakeholders etc. with the presence of a comprehensive manager.

reflection and future steps

The feedback has been extremely rewarding. The agent have asserted at this is improving their operational efficiency. These are upcoming steps in this project:

  1. Collect usability data and calculate performance improvement.

  2. Optimize screens for other devices (like tablets) and channels.

  3. Incorporate other systems into the same dashboard and distinguish permission based accesses.

OTHER PROJECTS.

OTHER PROJECTS.

  • Modernizing Baggage Reroute
  • Modernizing Baggage Reroute
  • Modernizing Baggage Reroute
  • Modernizing Baggage Reroute

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