LoungeOS is American Express’ proprietary internal B2B iPad product used for lounge check-in across all Centurion Lounges.
Role:
Product Design
Industry:
Business Travel
Challenges
Balancing Simplicity and Functionality
Designing an intuitive interface that speeds up check-in while handling complex backend processes and multiple user scenarios.
Ensuring Reliability in High-Traffic Environments
Creating a seamless experience that performs consistently under heavy use, minimizing errors and delays during peak times.
Adapting to Diverse User Needs
Designing for lounge staff with varying levels of tech familiarity, ensuring accessibility and ease of use for all.
Integrating with Internal Systems
Working within the constraints of existing Amex infrastructure and APIs to enable smooth data flow without compromising UX.
Maintaining Brand Standards
Aligning the product design with American Express’ specific brand while optimizing for practical, everyday use.
My Approach
Streamlining Core Tasks
Focused the interface on essential actions to simplify check-in while supporting complex backend needs.
Designing for Peak Use
Built lightweight, responsive UI patterns with clear feedback to ensure reliability during high traffic.
Supporting All Staff
Simplified navigation and touch-friendly layouts to accommodate varying tech comfort levels.
Flexible System Integration
Created modular components that adapt smoothly to internal data and API constraints.
Aligning With Brand Standards
Applied the latest Amex design system to ensure visual consistency and usability.
Results
I balanced user needs, technical constraints, and brand standards by designing intuitive, reliable, and accessible interfaces that integrate smoothly with internal systems while enhancing the product’s visual consistency and usability.
Future Plans
Real-Time Lounge Capacity Alerts
Design features that inform staff and guests about lounge occupancy to manage crowds better.
Personalized Guest Profiles
Enable staff to quickly access guest preferences and history for a more tailored experience.
Offline Mode
Develop functionality that allows check-in during connectivity issues to prevent delays.
Multilingual Support
Add language options to accommodate diverse lounge staff and international guests.
Interactive Staff Training Modules
Integrate quick guides or tutorials within the app to support new or infrequent users.
Seamless Integration with Travel Itineraries
Allow syncing with users’ travel plans for proactive lounge access suggestions.
Conclusion
I contributed to the product design of LoungeOS by helping simplify the check-in experience, improve usability and reliability, support diverse staff needs, and align the interface with American Express design standards. The result is a more consistent and efficient tool across the Amex ecosystem.
