Alaska Airlines: Mobile Line Maintenance

Reducing trips to and from the aircraft, giving technicians a truly mobile workflow.
User Research
Content Architecture
Task Flow
Wireframes
Prototype Development

 

Problem

Line Maintenance Technicians are primarily focused on safety and the overall health of the aircraft. Driving back and forth to print paperwork or get tools reduces the time spent servicing the aircraft, and often results in flight delays. Technicians need accurate and immediate access to information so they can make critical decisions in a timely manner.

Approach

Shadowing line technicians while performing their duties brought to light several redundancies in their workflow. Some redundancies are necessary checks on safety, and some are purely the result of not having the right digital tools available to help them.

LINE MAINTENANCE

Research

Research

Working with Line Technicians, we were able to identify several legacy processes that could be combined together in to one digital workflow. This would reduce the number of trips to and from the aircraft and allow the majority of the technicians paperwork to be done from the aircraft instead of driving back to the office and sitting down at a desktop computer.

LINE MAINTENANCE

Personas/Primary Task Flows

Concept

Technicians need a mobile solution that shows them when and where their scheduled aircraft will be available for service. The final solution needs to be part scheduling tool, part location tool, and part maintenance log/tracking tool.

LINE MAINTENANCE

Primary Information Flow

Design

After identifying the information that technicians need at various points in their workflow I began creating wireframes that surfaced the information at the correct time and in the correct place.

LINE MAINTENANCE

Initial Wireframes

Iterations

After creating an initial set of wireframes, I was able to get feedback from team members and Line Technicians. This feedback allowed me to keep the things that were working well and revise and simplify the pieces of information that mattered most.

LINE MAINTENANCE

High Fidelity Wireframes

Prototype

After attempting several variations, it became clear that the best way to get feedback on the concept was by creating a prototype.

Initial Wireframes

Primary Task – Mobile Task Card Completion