Designing Internal Tools for Russia’s Largest Airline
Evgenii Litvinov
Customer Support Interface for Aeroflot, Russia’s Largest Airline
Task 1 — Customer Support Chat
Worked together with other designers at an agency on a customer support interface for Aeroflot employees focused on reducing response time and simplifying customer service workflows. The main challenge was outdated UI, fragmented customer data, and inefficient navigation between systems and AI tools.
Through several iterations, we restructured the interface, separated AI tools from customer information for better usability, introduced collapsible layouts, and added chat prioritization timers based on support team feedback.
Final Chat Design
The timer in chats turns red when support agents leave customer messages unread for too long.
Suggested Responses
Task 2 — Personal Data Deletion
Worked together with other designers at an agency on a tool for managing and deleting customer personal data for Aeroflot support employees. The goal was to simplify and speed up manual deletion workflows, which previously required navigating across multiple pages and systems.
Through several iterations, we redesigned the search flow, combined search and history into a single interface, introduced system-specific search, improved search history management, and simplified the overall UI.
Final Design
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Posted May 25, 2026
Designed internal support tools for Aeroflot to improve customer service and personal data management workflows.
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