Revenue Management +
Empowering new analysts to navigate airline pricing confidently
Team
2 PMs
1 Developers
1 Researcher
1 UX Strategist
Time
10 weeks
Overview
Context
I've never worked in airline revenue management, but I know what it feels like to stare at a dashboard and have no idea where to start. That overwhelming moment when you log in and just... freeze.
That's exactly what was happening to junior analysts using PROS Revenue Management. This is the software that helps airlines set fares and maximize revenue—think dynamic pricing for every flight, every day. It should empower analysts to make smart pricing decisions quickly. Instead, they were getting lost the moment they logged in.
As a UX design intern, I worked alongside 2 product managers, 1 developer, 1 researcher, and 1 UX strategist to tackle this problem over 10 weeks.
Result
We redesigned RM to actually guide analysts through their work instead of dropping them into chaos.
Junior analysts could now see their assigned markets with clear priority indicators, get AI assistance that explains insights in plain language instead of cryptic charts, and receive concrete next steps rather than raw data they had to decode themselves.
The new experience launches later this year across multiple airlines.
Hello analyst!
PROS Revenue Management users are airline pricing professionals, from junior analysts to experienced specialists.
To understand who we were designing for, we looked at research from surveys, focus groups, and internal assessments.
Traits
Our research revealed three key things about our users.
Most are pretty new to this—53% have less than 5 years of RM experience, and 38% have been using it for under 2 years. When most of your users are still learning, intuitive design and built-in guidance become essential.
They're also working under serious pressure, managing thousands of flights with market conditions changing constantly. These decisions directly affect airline profits, but many analysts told us they feel like they're "just guessing most of the time."
And they're not getting the support they need. Only 28% receive regular training. Without proper guidance, people can't use RM's full capabilities and end up using other tools for things RM already does.
Objectives
Understanding our users showed us exactly where design could help most. The experience needed to be:
Clear and intuitive. Analysts need to know where to start when they log in and what needs their attention first.
Actionable and informative. Instead of dumping raw data on people, the interface should explain what the information means and what to do about it.
Supportive and confidence-building. Built-in guidance that helps analysts, especially new ones, interpret complex data and feel confident about their decisions.
To clarify,
This definitely wasn't a solo project. I came in as the intern after the initial research was done, but everything after that was deeply collaborative.
My job was taking research insights and turning them into designs that would actually help people feel confident using RM. The best solutions came from working with PMs who knew the business side, developers who understood what we could actually build, researchers who had heard directly from frustrated users, and the UX strategist who kept us focused on the bigger picture.
From research synthesis to wireframing in Figma to iterating based on development feedback—everyone contributed throughout the process.
User workflow
Looking at the current analyst experience, it was obvious why people felt lost. The existing flow dumped them into a random market view with no context, leaving them to figure out priorities and next steps alone.
I mapped out a new workflow that would guide users through their tasks instead of abandoning them.
1. My Markets Dashboard
This redesigned landing page gives analysts a clear, personalized starting point instead of dumping them into random views.
Now analysts see their assigned markets with severity indicators and key metrics right away. They get clear priority signals about what needs attention and can access AI support directly from each market card instead of hunting for help elsewhere.
2. Market Overview
To help analysts interpret data more confidently, especially newer ones, I worked on redesigning the Market Overview page and integrating the AI assistant.
The improvements included highlighting key metrics like revenue, load factor, and forecast accuracy, adding an AI chatbot that explains insights in plain language and suggests specific actions, and creating better visual hierarchy to make complex data easier to scan and act on.
3. AI-Powered Support
Throughout their workflow, analysts can access AI assistance that explains insights in plain language instead of making them decode complex charts alone. The AI connects what the data means to what they should actually do about it.
AI-first design exploration
We explored an alternative version that starts with the AI assistant as a chat interface instead of a dashboard. This direction came from research showing junior analysts often don't know where to begin.
The chat-first approach opened up different possibilities for how analysts might interact with revenue management data through conversation.
Feedback
After countless wireframes, stakeholder reviews, and internal design sessions, the redesigned RM experience was ready for analysts. While I didn't get to see user testing, the stakeholder feedback validated our direction.
Working on a product I'd never used taught me that empathy doesn't require expertise. Sometimes that shared human experience of feeling overwhelmed is the most valuable design insight. These moments remind me why design actually matters.
Shoutout
I have to give credit to the incredible team behind this project. Getting to collaborate with thoughtful, talented people who prioritized meaningful AI integration and genuine cross-team partnership was remarkable. The way design, product, development, and research came together to make complex problems feel solvable for real users—that's the kind of work that changes how people feel about their jobs.
Massive thanks to everyone!
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