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Delta FlyReady℠
OverviewDesign Process
Artifact
Product Themes
FlyReady was built from four foundational themes: Identity & Entry, Health Requirements, Digital Verification, and Security & Compliance. We developed these themes from a research stack comprised of: industry trends, international law, and current market offerings. We then loosely tied the themes to our customer travel ribbon/journey.

(Enjoy a preview of the revamped UI for FlyReady as a way to explore the product themes)
Nate G. Baker - Product Designer - Delta Innovation
Matthew Muta - VP - Delta Innovation
Mahesh Gupta - Director: Engineering - Delta Innovation
Georgiana Vancea - Innovation Strategy - Delta Innovation
Product themes
Delta FlyReady
Identity & Entry
Health Requirements
Digital Verification
Security & Compliance
We felt FlyReady should be capable of knowing our customers, as well as their country of origin and final destination. FlyReady should also be able to source any applicable entry requirements for the customer, health or otherwise to support them during their journey.
6
Potential Vendors Identified
Applicable User Journey Points (
)
Shop
Book
Check In
Boarding
Arrival
FlyReady should know the health status of our customers and how their status makes them eligible or ineligible to enter or exit any particular destination. This would help our customers navigate international travel with ease and confidence during the COVID-19 pandemic.
5
Potential Vendors Identified
Applicable User Journey Points (
)
Shop
Book
Check In
Boarding
Arrival
FlyReady should then be capable of taking all identity, entry, and health requirements applicable to the user - and making them accessible to Delta frontline and other airport staff across the entire travel journey to enable a seamless travel experience for our customers.
6
Potential Vendors Identified
Applicable User Journey Points (
)
Shop
Book
Check In
Boarding
Arrival
Lastly, we wanted FlyReady to be secure, compliant, and trustworthy given the nature of the information we were requesting from our customers. We decided to build FlyReady end-to-end upon both HIPAA and GDPR standards to protect our users and their sensitive information.
6
Potential Vendors Identified
Applicable User Journey Points (
)
Shop
Book
Check In
Boarding
Arrival
HIPAA & GDPR
Go Back
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Continue
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Artifact
Personas
With the help of the Global Sales Team, I was able to create user personas to ensure FlyReady was designed with a human-centered approach. We focused our personas on the challenges different users would face within their domestic and typical international travel markets. (The information contained in these personas has been redacted to protect Delta Air Lines IP)
Nate G. Baker - Product Designer - Delta Innovation
Eloisa represented our lower extreme -  she has to travel international urgently, ASAP. For Eloisa we designed FlyReady to be fast and intuitive.
Ari represented US domestic business travel - an easy market to accommodate for which Delta was eager to turn back online.
Seo - Yun represented our most extreme persona. She is eager to travel to a market with varying and vague COVID health-entry requirements. For Seo-Yun we designed FlyReady to be clear, accurate, and knowledgable.
Artifact
UX Flows
Using our personas, our design team set out to create UX flows for FlyReady. This stage encompassed three stages of fidelity and was built juggling the feedback from potential partners, stakeholders, and Delta leadership.

(The information contained in these UX flows have been redacted to protect Delta Air Lines IP)
Nate G. Baker - Product Designer - Delta Innovation
Garrett Simmer - Lead Designer - Delta Innovation
Early UX Flows
Our first iteration is focused on purely UX with a particular attention to eliminating user pain points. From this flow we deduced a dashboard UX powered by a sophisticated destination requirements API would serve our customers best.
Integrated UX & Channel Flows
Next, we set out to integrate our experience. We showcased our user experience to multiple product owners across the company - at times presenting to 100+ Delta people.

In the end, stakeholders requested we leverage existing 3rd party apps for health verification, an approach we did not believe in. We set out to simplify our user flows and prove our integrated approach was the best experience.
Simplified Flow
Our final iteration of the user flow, easy explained. Here we convinced stakeholders to agree to an integrated approach (less pain points). Lastly we convinced Digital to let us integrate with the Delta Discover Map to consume entry requirements.
Case Study
Delta FlyReady℠
This case study is the story of how we created Delta FlyReady to reopen international travel during the COVID-19 pandemic. The FlyReady on this page differs from the rebrand of FlyReady (featured on my overview page), this is the original FlyReady.
Process Overview
Primary Role
Lead Mobile/Visual Designer
Goal
Create a digital health credential to reopen international travel for Summer 2021 (during COVID-19 pandemic)
Timeline
Timeline Breakdown
Initial Requirements
1 Week
Research
7 Weeks
Product Development
11 Weeks
Delivery
4 Weeks
Solo Contributions
Personas & Flows
Mobile Design
Comms Design
Visual & Branding
Initial Requirements
The beginnings of FlyReady
Initial Brief - Dec.20.20
My VP led an all-day session to brainstorm a "digital health credential" for reopening international travel for Summer 2021 (during the COVID-19 pandemic). From this meeting we produced 4 product themes to guide the development of our new product.
Artifact
Product Themes
Research
Our journey to reopen international travel
Over the next three weeks, our team conducted various exercises to understand the business environment, customer impact, and potential scale of FlyReady. (during this time we referred to FlyReady as “Health Passport”).
Artifact
User Personas
Artifact
UX Flows
Artifact
Vendor Benchmarking
Next, our team interviewed 12 potential vendors. We ultimately chose TrustAssure for their alignment to our desired experience, readiness integrate with Delta services, and their HIPAA compliant technology for verifying COVID-19 test results.
Product Development
The vision of FlyReady becomes a reality
After optimizing the UX, we began our design phases. During the design phases, I led the mobile, visual, and comms designs alongside a few marketing elements.
Design Direction
We requested a fully integrated dashboard UX integrated with Delta's digital services. However, we were forced to scrap our plans for a less integrated design due to deadlines. We changed our design strategy to create two microsite experiences: one streamlined if entry requirements were detectable, and one general if not.
Primary Designs
The FlyReady Experience
View Designs
Branding
I had the distinct opportunity to give FlyReady it’s name. Delta requested numerous name suggestions, and FlyReady was ultimately selected. My ideas aimed for simplicity, convenience and safety.
Product Names Proposed
We chose FlyReady because it conveyed simplicity and safety.
Auditing
I oversaw FlyReady's audits, fixing design issues through multiple iterations ensuring a successful, timely launch. I'm credited with resolving various defects, including a complex bug that allowed users to manipulate test results using their device's time settings.
Audits Performed
I led all audits, ensuring FlyReady was delivered as designed.
Delivery
Reopening international markets in 3, 2, 1!
We would reopen international travel with FlyReady on Jun.17.2021 with London and Rome as our launch destinations. More destinations would fast follow.
Post Launch
Virgin FlyReady
After launch, our designs would be rebranded for Virgin Atlantic’s use. I enjoyed seeing my design work adopted by another organization to the benefit of travelers worldwide.
Relaunch - Feb.22.22
FlyReady Rebrand
Over the next year, we would execute our initial design recommendation for a hyper personalized and streamlined dashboard and evolve FlyReady into the best-in-class user experience it is today.
Go to Overview
Industrial Design
Apple Pencil Pro
UX Design
TopHat | Northrop GrummanSandbox | NCRApple Nutrition+RememberRx
Professional Work
Nate G. Baker | Delta Air LinesDelta FlyReady℠
About Me
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All rights reserved © 2023 Nate G. Baker
Industrial Design
Apple Pencil Pro
UX Design
Tophat | Northrop GrummanApple Nutrition+Sandbox | NCRRememberRx
Professional Work
Nate G. Baker | Delta Air LinesDelta FlyReady℠
About Me
Nate G. Baker - About MeMy Design ProcessDownload My ResumeProject Archive
Contact
Contact Nate G. Baker
All rights reserved © 2023 Nate G. Baker