DESIGN OPERATIONS
Travel + Leisure Digital Menu
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Travel + Leisure is a world leading travel company but lacked shared operational foundation. Despite strong creative output, there was no single source of truth for SLAs, SOPs, or cross-team documentation. The challenge: document processes but also align how creative work actually moved through the organization.
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Although hired as a digital designer, I helped initiate the creation of the Digital Menu with the goal to create a single source of truth for cross-team collaboration. I mapped processes, workflows, and terminology to create clear guides on ownership, expectations, and handoffs.
I collaborated directly with the Director of Digital Marketing for over nearly a year in weekly sessions owning refinement based on feedback from teams and senior leadership. The final system was delivered as a PDF to prioritize organizational readiness and adoption.
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This project established a clear operational foundation, with shared metrics suggesting a 35% improvement in delivery speed, clearer ownership, and smoother collaboration across previously siloed teams.
It also reinforced that documentation alone does not solve systemic issues. Lasting change requires buy-in, reinforcement, and empathy for how teams actually work. Tools like this will enable better collaboration, but only deliver results when people actively embrace them.
“Jolene, Thank you for going above and beyond in helping kick-start strategic initiatives for RCI, including all the digital menu work and ideation around the design system. Keep you the great work. These projects will have a material impact on the efficiency and organization of our design team.”
