The problem
Alaska Airlines relies on a number of legacy systems and processes that haven't kept pace with the rate of change in other industries. Employees need quick access to accurate information in a timely manner — often in remote locations. The Mobile Operations team was formed to deliver mobile solutions to several of Alaska's employee workgroups, empowering them while improving operational efficiency.
The scope. Customer Service Agents, Pilots, Flight Attendants, and Line Maintenance Technicians — each with distinct needs, all connected by one shared event: the departure.
Approach
My first task was to understand each workgroup by identifying their pain points and primary tasks. We started with Customer Service Agents (CSAs), Pilots, Flight Attendants, and Line Maintenance Technicians. Initially, I focused on the tasks each group performed prior to departure.
Research
I conducted formative research, gathering both quantitative and qualitative data about CSAs, Pilots, Flight Attendants, and Line Maintenance Technicians. I used this information to develop a set of user personas and profiles the team could refer to throughout design and development. The same research helped me identify and prioritize a suite of products that would support each workgroup's day-to-day tasks along the departure timeline.
One departure. Four jobs. One timeline to connect them.
Concepts
Once we had identified the types of mobile solutions needed, I began focusing on each workgroup individually. Working with stakeholders and front-line employees, I set out to determine the features and functions that would have the biggest positive impact on their work. The departure timeline became the nexus of our app ecosystem as I started designing the initial MVPs.
Design & iterations
As wireframes and prototypes came together for the individual applications, I worked with my fellow designers to create a style guide and pattern library that would serve as the blueprint for the broader app ecosystem. The departure timeline was one feature designed for inclusion across all of the apps.
During research, I noticed that color was being used in a number of different ways to indicate a number of different situations — and often it was the sole means of conveying information. For one workgroup, green signified "go" status. For another, green indicated things were running "as scheduled." Standardizing the use of color, and adding a secondary visual method for conveying its meaning, became a priority.
Style guide & system
Before development began on several of the apps, it was important to document the styles we were creating to ensure consistency. I produced a number of style guides to communicate the details of the user experience to the delivery teams. The style guides took several forms and were built as living documents that would evolve alongside the apps themselves.
