Large-scale regulated enterprise · Internal systems · NDA-restricted
Enterprise operational
governance at scale
Enterprise operational
governance at scale
Client:
Heathrow Airport
Domain:
Enterprise incident reporting & operational systems
Role:
Lead Product Designer
Focus:
Risk reduction, system clarity, multi-role workflows
Status:
Delivered under NDA
Client:
Heathrow Airport
Domain:
Enterprise incident reporting & operational systems
Role:
Lead Product Designer
Focus:
Risk reduction, system clarity, multi-role workflows
Status:
Delivered under NDA
Client:
Heathrow Airport
Domain:
Enterprise incident reporting & operational systems
Role:
Lead Product Designer
Focus:
Risk reduction, system clarity, multi-role workflows
Status:
Delivered under NDA
This project focused on improving an internal incident reporting system used in Heathrow Airport's live operational environment. The work prioritised clarity, auditability, and decision support across multiple operational user roles, operating under time pressure and strict regulatory constraints.
This project focused on improving an internal incident reporting system used in Heathrow Airport's live operational environment. The work prioritised clarity, auditability, and decision support across multiple operational user roles, operating under time pressure and strict regulatory constraints.
This project focused on improving an internal incident reporting system used in Heathrow Airport's live operational environment. The work prioritised clarity, auditability, and decision support across multiple operational user roles, operating under time pressure and strict regulatory constraints.
Enterprise systems
Enterprise systems
Enterprise systems
Systems thinking
Systems thinking
Systems thinking
NDA-restricted
NDA-restricted
NDA-restricted
Regulated environments
Regulated environments
Regulated environments
Question
Remove
Add
Question
Remove
Add
Question
Remove
Add
This project was delivered under a strict NDA. The content below focuses on design decisions, system logic, and outcomes rather than proprietary UI or implementation details.
This project was delivered under a strict NDA. The content below focuses on design decisions, system logic, and outcomes rather than proprietary UI or implementation details.
This project was delivered under a strict NDA. The content below focuses on design decisions, system logic, and outcomes rather than proprietary UI or implementation details.
Challenge
Designing internal systems for a global aviation organisation requires balancing clarity, reliability, and speed under strict regulatory constraints.
Designing internal systems for a global aviation organisation requires balancing clarity, reliability, and speed under strict regulatory constraints.
The challenge was to improve an existing platform while respecting established operational practices, working within technical limitations, and avoiding disruption to critical enterprise workflows. The goal was not transformation for its own sake, but measured improvement that could scale responsibly.
The challenge was to improve an existing platform while respecting established operational practices, working within technical limitations, and avoiding disruption to critical enterprise workflows. The goal was not transformation for its own sake, but measured improvement that could scale responsibly.
My role &
scope
I led discovery and solution shaping in close collaboration with stakeholders, delivery, and engineering teams.
I led discovery and solution shaping in close collaboration with stakeholders, delivery, and engineering teams.
Structuring workflows to support governance and accountability
Improving hierarchy and system clarity
Shaping scalable, repeatable governance patterns
Key
design
decisions
Rather than focusing on surface-level redesign, the work prioritised system structure and governance patterns.
Rather than focusing on surface-level redesign, the work prioritised system structure and governance patterns.
Designing for structure, not novelty
Designing for structure, not novelty
Design decisions emphasised reliability and clarity over visual change, ensuring the system supported confident use in a regulated environment.
Design decisions emphasised reliability and clarity over visual change, ensuring the system supported confident use in a regulated environment.
Clarifying roles and responsibilities
Clarifying roles and responsibilities
Clear role separation and hierarchy were introduced to reduce ambiguity and support consistent decision-making across internal teams.
Clear role separation and hierarchy were introduced to reduce ambiguity and support consistent decision-making across internal teams.
Supporting repeatable governance patterns
Supporting repeatable governance patterns
I shaped workflows to support accountability, consistency, and repeatability to encourage accountability, consistency, and oversight, enabling governance to scale beyond individual use cases.
I shaped workflows to support accountability, consistency, and repeatability to encourage accountability, consistency, and oversight, enabling governance to scale beyond individual use cases.
Outcome
Positive stakeholder feedback
Improved confidence in internal tooling
Clearer governance and oversight patterns
Follow on engagement to explore future R&D initiatives
Impact was measured through trust, clarity, and adoption rather than surface-level change.
Impact was measured through trust, clarity, and adoption rather than surface-level change.
Retrospective
Systems thinking is essential in regulated enterprise environments
Trust is built through clarity, consistency, and restraint
Good design often means knowing what not to change
Governance can and should be intentionally designed
Further details regarding Heathrow partnership and cloud governance.
Further details regarding Heathrow partnership and cloud governance.
Further details regarding Heathrow partnership and cloud governance.
Want to know more?
If you're working on something complex, high -stakes or creative, I'd be interested to hear about it.
Copy email
Currently available: For selected projects starting Q1 2026
© Sam Jones 2026
Want to know more?
If you're working on something complex, high -stakes or creative, I'd be interested to hear about it.
Copy email
Currently available: For selected projects starting Q1 2026
© Sam Jones 2026
Want to know more?
If you're working on something complex, high -stakes or creative, I'd be interested to hear about it.
Copy email
Currently available: For selected projects starting Q1 2026
© Sam Jones 2026
