Purpose

Redesign and integrate old-tech management system to next generation ecosystem of services for flight and cabin crews, and crew schedulers. Implement new brand style and embrace consistent user experience for desktop system, web applications and new mobile solutions.

 

Concept

At their fingertips, flight and cabin crews can:

  1. Check-in for their trip
  2. Receive notifications about changes to their schedule
  3. Bid for schedules and plan days off
  4. Keep up with travel logistics
  5. Have qualifications and references handy
  6. Have access 24/7/365

 

Airline crew schedulers will have the ability to:

  1. Communicate in real-time to cabin and flight crews
  2. Track down crew members without phone calls
  3. Push notifications immediately
  4. Multi-task because technology is assisting with many tasks at once

Design process, methods and tools

My responsibility was to lead design for primary flight crew application – Crew Connection and support all other products to make the ecosystem of fully integrated solutions. This project has a long term perspective so we had the opportunity to use various of methods and tools during design process. To name just few:

  • SME Interviews
  • Environmental Researches
  • Site Visit
  • Customer Journey Maps
  • User Flows
  • Card Sorting
  • Visualized concepts with wireframes
  • Interactive prototypes ready to test
  • RITE Usability Study
  • Design Sprint
  • Agile frameworks based on user stories (Kanban / SCRUM)

Challenges

This project was very challenging. The airline industry has specific standards and procedures that vary depending on the region. We have to create solutions that cover both APAC and North American standards, cultures and semantics . Furthermore, how to handle with a lot of factors that influence on travel industry like timezones, weather conditions, flight troubles, logistics, load management, accommodations, transits, even traffic jams. For example, few hours of snowstorm in Chicago affects hundreds of flights and thousands crews, including schedule changes, hotels reservations, transits and aircrafts load. And yes, our solutions can help them.

Results

Ecosystem of services was prepared for airlines from Singapore, China, Indonesia and the U.S. The native mobile solution is currently deployed by both pilots and flight attendants and in use by Mesa Airlines, a U.S.-based carrier that provides regional service to American Airlines and United Airlines.

The solution helped airlines to:

  • increase profitability and efficiency
  • reduce costs
  • streamline information flow
  • increase crew satisfaction
  • improve passenger experience.