Welcome to the world of Kiwi.com, a driving force in the travel industry, where the pursuit of seamless flight experiences is just the beginning. Beyond the surface of flight searches and ticket bookings lies a vast network of supporting systems, processes, applications, and cutting-edge technology meticulously orchestrated by the Kiwi.com team. Join me as I explore the inner workings of this dynamic company, where innovation knows no bounds and every challenge fuels our determination to excel.
Designer, Organizer, Leader
18 months
Figma, FigJam, Miro, Jira
Joining Kiwi.com approximately 18 months ago, I entered a realm teeming with complexity and excitement. Tasked with spearheading the Tequila B2B platform, I brought with me previous experience in enterprise-level applications, ready to tackle the challenges ahead.
Throughout my tenure, I navigated through different teams and encountered diverse challenges, emerging stronger and more resilient with each experience. From designing intuitive interfaces to leading teams through turbulent waters, my journey at Kiwi.com has been characterized by adaptability, determination, and a relentless pursuit of excellence.
Now, as I reflect on my time at Kiwi.com, I invite you to join me as I delve into the intricacies of my journey, where every twist and turn has shaped me into the designer and leader I am today.
Chapter I: Tequila B2B Platform
As I stepped into my role at Kiwi.com, my journey began with the Tequila B2B platform, a pivotal tool supporting our B2B partners across various tasks, from booking management to payment processing. Serving a diverse array of users, including internal teams at Kiwi.com, external airlines, airports, travel bloggers, and offline travel agencies, Tequila acted as the central hub for partnership activities and information dissemination.
My first task was to spearhead the unification of Tequila's user experience, addressing the multitude of inconsistencies that had accumulated over the years. With the tool often being engineering-driven or designed by multiple individuals, coherence was lacking, hindering usability and efficiency. Thus, my initiative aimed to enhance overall usability, resolve longstanding insights gathered by the support team, and align Tequila's visual identity more closely with the main Kiwi.com product.
The results were transformative. Through a comprehensive rework of key components and the establishment of a common design language, Tequila underwent a visual and functional overhaul, bringing clarity and consistency to its interface.
The rework of Tequila's user experience was an ongoing endeavor, implemented incrementally over time rather than all at once. While significant progress has been made in updating various components to the new design system, some parts of the platform are still awaiting updates. Nonetheless, each iteration brings us closer to our goal of a unified and seamless user experience across the entire platform.
The seating project, a notable milestone in Tequila's evolution, came after the main unification redesign phase. Leveraging solutions from the main Kiwi.com product, we adapted the seating feature to suit the desktop-oriented layout of Tequila. The result was an enhanced experience for partner agents, with reduced need for excessive scrolling and a more intuitive booking flow.
Chapter II: Transitioning from Tequila to Internal Platforms
After several months of leading the Tequila B2B platform initiative, I was presented with a new challenge: transitioning to the Internal Platforms team. Stepping into this position, I took on responsibilities such as organizing meetings, communicating with stakeholders, refining processes, coordinating planning and estimations, managing Jira tasks, and overseeing team rituals.
During this phase, we were fortunate to welcome a new researcher to our team, adding valuable expertise to our exploration of multiple interesting topics.
Together, we embarked on several new initiatives, each presenting its own set of challenges and opportunities. One such initiative involved developing a solution for Disruptions, aimed at providing agents with tools to handle flight disruptions more effectively. Another project focused on creating an Alternative Search Tool, empowering users with manual control over offered alternatives for disrupted flights.
Amidst these new initiatives, we underwent a period of continuous improvement, striving to optimize our workflows and enhance collaboration within the team. For a more detailed exploration of these improvements, I invite you to read my article [HERE](link to the article).
Chapter III: Leading Internal Platforms Design Team
With the departure of the previous leader of the Internal Platforms Team and the addition of a new member, I assumed the role of organizer within the team. Stepping into this position, I took on responsibilities such as organizing meetings, communicating with stakeholders, refining processes, coordinating planning and estimations, managing Jira tasks, and overseeing team rituals.
During this phase, we were fortunate to welcome a new researcher to our team, adding valuable expertise to our exploration of multiple interesting topics.
Together, we embarked on several new initiatives, each presenting its own set of challenges and opportunities. One such initiative involved developing a solution for Disruptions, aimed at providing agents with tools to handle flight disruptions more effectively. Another project focused on creating an Alternative Search Tool, empowering users with manual control over offered alternatives for disrupted flights.
Amidst these new initiatives, we underwent a period of continuous improvement, striving to optimize our workflows and enhance collaboration within the team. For a more detailed exploration of these improvements, I invite you to read my article Empowering Collaboration: Streamlining Design Processes at Kiwi.com.
Epilogue: How it Ended
As I reflect on our journey, I can confidently say that we were in a great spot. We had become deeply integrated into teams, providing timely support that resulted in better designs and solutions, all of which were well-received by end users.
However, despite our successes within the Internal Platforms team, external factors beyond our control ultimately came into play. Kiwi.com faced the need for restructuring and refocusing, leading to the unfortunate decision to lay off about 20% of the workforce. This change inevitably impacted the team I had the privilege of being a part of for the past year and a half. Nevertheless, I am grateful for the opportunity to have worked alongside such talented designers and colleagues.
Despite the bittersweet ending, I look back on my time at Kiwi.com with fondness. The company culture and team spirit are unparalleled, creating an environment that is supportive, helpful, and genuinely friendly.
As one chapter closes, I eagerly anticipate new opportunities on the horizon.