Frontline First: Elevating Aviation Through Inspired Employee Experiences

Great employee experience design is more than operational efficiency—it’s a strategic lever for attracting, retaining, and engaging top talent. When frontline employees feel supported, valued, and equipped, they deliver better service, stay longer, and help airlines build stronger, more resilient operations.

This session explores foundational principles for designing exceptional digital experiences tailored to operational roles—cabin crew, flight crew, ground crew, and gate agents. From context-aware interfaces to offline-first functionality, and from ridealongs that build empathy to personalization that fosters autonomy, each principle is grounded in real-world application. We’ll also examine how AI is emerging as a design enabler, powering smarter, more adaptive tools that reduce friction and support better decision-making in the moment.

Because when employees thrive, passengers feel the difference.