Delta Digital Lobby Playbooks

( Overview )

Delta Airlines chose Silvermoss to elevate training materials delivery by pushing the boundaries of interactive PDF training delivery. This experiment resulted in interactive maps and floor plans with embedded lobby scripts, dialogue and contextual SOPs that provided Delta Lobby staff with enhanced digital tools that they could employ on-site. The result was a nationwide rollout for all major Delta Hubs that met Delta's high standards for customer experience delivery.

TrainingUI/UX Design

( Year )

2025

( Client )

Delta

Visit WebsiteVisit Website

IndustriesTravel, Airlines, Hospitality

Scope of WorkUI/UX Design, Training Materials

Tools Used:Adobe XD, Adobe InDesign, Acrobat Pro

DeliverablesInteractive PDF

Project Duration2 Months

StatusCompleted

( Project Goals ) These interactive digital playbooks elevated the training delivery model at Delta, increased consistency and improved quality of brand standards for service excellence at Delta's airport lobbies nationwide.

Silvermoss partnered closely with the Delta brand experience team to improve training deployment and elevate the customer experience journey at their major lobby hubs across the country. Embedding interactive maps, contextual tool tips and helpful scripts, we highlighted role-specific training that drove significant impact.

( Project Scope )

Silvermoss worked with Delta's CX and Training Teams — through iterative feedback loops for interactive maps, photoshoots, content design and programming, using milestone reviews and design sprints. This allowed seamless alignment throughout every stage and delivering a scalable prototype for these digital interactive playbooks across multiple national airport hubs.

Strengthen training delivery using contextual UI/UX
Improve user engagement and employee adoption
Build a scalable digital training tool
Role-specific guidelines, standards and procedures
Location-specific guides that embody the Delta brand

( Challenges )

Every project comes with unique challenges. During this journey, we focused on solving:

( 001 )
Inconsistencies in staff training standards
( 002 )
Lack of user adoption with previous training guides
( 003 )
Absence of role-specific training touchpoints
( 004 )
Unclear positioning of roles in lobby environment
( 005 )
Lack of a clear storytelling or training framework

(Results )

Silvermoss was able to elevate the impact of training materials, resulting in scalable and measurable improvements of brand standards and service delivery across the customer journey for Delta nationwide.

1.
Improved user adoption and training completion rate
2.
Higher participation and engagement metrics
3.
More effective learning retention rates
4.
Higher level of execution of brand service standards
5.
Eliminated inconsistencies in service delivery models
6.
Higher satisfaction rates across the customer journey

( Client Voice )

“I've worked with Dino and his team at Silvermoss for years at IHG and when I joined Delta, they were top-of-mind to execute my vision for highly interactive digital training materials. They are an innovative and highly creative group."