Rethinking the Airline Command Center

One of the world’s largest airlines brought our team in to create a new strategy for the experience behind the command center controlling and routing crews and teams.

Our team employed a phased approach, spending time observing the users on all ends of the product to understand their roles and pain points. The phased approach allowed our team to remain close to the users and receive quick and consistent feedback.

Discovery:

This initial phase involved:

• Observations
• Contextual Interviews
• Surveys and card sorts

The output of this phase were detailed service maps and, survey result presentations and a map of the current product ecosystem.

Workshop:

This workshop helped the team unify and collaborate on a vision for the definition and goals of the product.

Prototyping + Testing:

Once the learnings were complete, our team jumped into low fidelity prototyping which allowed for rapid testing, ongoing feedback and quick refinement

Design + Delivery:

Our team created a consistent design language across the many modes of this product. We also built the first design system for the team’s enterprise product suite.

Date: August 9, 2020