Overview

The engineers working on aircrafts at British Airways were struggling to keep track of the various aircrafts inside the maintenance logs. The current system was to be scrapped and a new system was to be put in it’s place. My role in the project was to design the user experience.

The problem

The engineers working on aircrafts at British Airways were struggling to keep track of the various aircrafts inside the maintenance logs.

The goal

The objective in sight was to provide the engineers with an easy to use application used to discover and update a backlog of maintenance jobs.

Responsibilities

UX design, Interaction design, Research, Wireframing, Prototyping.

The Process

My process will be different inn different projects and will be determined by many factors such as the project goals, business needs, complexity of the problem, time and etc. Here I’ll describe my process for solving this problem.

Discovery

Define the user

Before I dived into thinking about solutions and designs I leverage the user research provided to understand the customers pain points of the current system at hand. I had then taken a deeper dive into research to not only understand the current system and user pain points, but to also to look into the environment in which the engineers work. Once completed I had collated all the data and found patterns in users perceptions and tasks; aggregated my findings in the form of a persona.

Key Findings

• The current system had a 48 hour delay

• The approval process was very messy and time consuming

• The engineers were unable to use desktops and laptops in the hangers; using a mobile was possible but a tablet was ideal and preferred.

Ideation

Potential solution

The research made it evident how complicated and limiting the available options to the user were. After summarising the information from user research provided and data analysis, It was the time to sketching different solutions to help the users.

User Journey flow

Creating UX flow helped me to visualise and understand the whole user journey.

Design

Mid-fidelity wireframes

Now that I had established a list of screens to cover all scenarios, I started to create grayscale wireframes to detail out the flows.

High-Fidelity Prototype

The mid-fidelity prototypes were then turned into a visually pleasing (high-fidelity). This helped provide a clear picture of the final product. The high-fidelity prototype was kept very simple and clean which allowed the engineers to quickly tap and navigate to the necessary sections with ease.

Guerrilla test

Testing the idea

With the current constraints the high-fidelity prototype was tested with potential users; gathering feedback on the design and journey approach.

To measure the success of this test I defined to track:

• submission and claims of work outstanding in the backlog

• Ability to communicate with the back office

Project learning

What have I learned from this project?

• The importance of understanding the users environment as well as their pain points

• Researching into the industry and also user research. This allowed me to relate to the feedback from the users and to understand their pain points. Without this the solution would not have been affective.