Unified Portal Strategy
When SITA approached Foolproof, they were facing a significant challenge: their digital presence and internal systems were fragmented. Twelve separate businesses operated with twelve separate databases and logins, each with its own customer journey. For a global organisation that powers much of the world’s air transport IT, this complexity was holding them back.
As Lead Product Designer (UX/UI) at Foolproof, I was asked to define and lead the design strategy to bring everything together into one coherent B2B SaaS platform. My role was to guide the vision, facilitate collaboration between multiple teams and ensure design was a driving force behind a successful transformation.
Shaping the strategy
The first step was understanding the scale and nuances of the problem. Each business unit had unique requirements, different data structures and its own internal stakeholders. I worked closely with SITA’s CEO, Managing Directors, Head of Design and product teams to align on a shared goal: create a single secure portal, one login, one account, capable of serving all SITA customers without sacrificing the depth or flexibility each business needed.
This was more than a design challenge. It was about change management and influencing at the highest level. My job was to articulate the design rationale and build trust across senior stakeholders, helping them see the value of a unified approach.
Designing the experience
With the strategy agreed, I led the UX and UI design for the new portal. Working alongside Zensar’s engineering team, we mapped the core journeys, from authentication through to partner dashboards.
- The design needed to deliver clarity and simplicity for users, but also accommodate complexity behind the scenes. We built dashboards that allowed SITA’s partners to manage their accounts, access data and control their services, all from one place.
- Data visibility was a critical piece of the brief. Customers needed to see at-a-glance metrics and have the ability to drill down into more detail.
- Crucially, I created a design system that balanced consistency with creativity. The system provided rules and reusable components but left room for SITA’s in-house design team to adapt and extend the work. This flexibility meant the system could grow with the organisation rather than constrain it.
Leading through influence
The success of this project hinged on relationships. Beyond the work itself, I build a strong team by hiring new talent (for SITA's in-house design department). I spent time building strong connections with senior leaders across SITA, through trust and listening. This enabled me to shape product decisions and champion design thinking at the top level.
It also meant fostering collaboration within our own team. I directed and mentored designers, ensuring they had clarity and confidence in their roles. My focus was not only on delivery, but on creating the conditions for good work to happen — open critique, shared ownership and alignment around outcomes.
Impact and commercial results
Within six months, the first version of the unified portal was live. The design provided a single, intuitive entry point for customers, reducing friction and creating a foundation for future services.
The value of this work was quickly recognised. SITA renewed Foolproof’s contract for a further two years, expanding the relationship and securing ongoing collaboration between our teams. Even after I moved onto leading work for Sky, the foundations we laid continue to support SITA’s digital strategy.
Looking ahead: scalability and evolution
The initial release was only the beginning. As the portal gains traction, there are opportunities to layer on more advanced features — from deeper analytics to contextual support and personalised dashboards.
The design system we created was built with scale in mind, enabling SITA to expand the portal without compromising usability or brand coherence. My involvement ended as I transitioned to Sky, but the framework allows Foolproof’s team to continue delivering value and innovation.
Final reflections
This project represents some of my favourite aspects of design leadership: solving complex problems, aligning senior stakeholders, and creating a vision that teams can rally around. It was about more than screens — it was about influence, collaboration and building something that genuinely transforms how a business works.
The real measure of success came not just in the portal launch but in the extended partnership. It confirmed that thoughtful design can be a powerful strategic asset when it’s given room to lead.
