Designing an Inclusive Airport Service Coordination Platform
Overview
This comprehensive UX case study revolves around the transformation of the ROVR app, formerly known as Dynamic Manning. The change in name from Dynamic Manning to ROVR reflects a commitment to inclusivity by encompassing all genders. The project is centered on addressing critical pain points such as lack of automation, ineffective communication between management and staff, and suboptimal task assignment coordination. These issues result in unwarranted delays, inefficiencies, and wasted time.
The Product - ROVR:
ROVR is a forward-thinking mobile application designed to revolutionize task management and communication within workplaces. The app offers real-time insights into assigned tasks, including pertinent details like location, time, co-assigned team members, and historical task data. Notably, it is equipped with hazard alerts and significant announcements to cultivate a safer and more productive work environment.
Project Duration:
The anticipated duration for project completion is approximately 9 months.
The Problem:
The existing challenges encompass:
Waiting Employees: Individuals without immediate task assignments encounter prolonged waiting periods, leading to inefficiencies.
Communication Gap: Sole reliance on radio communication perpetuates misunderstandings and inaccuracies.
Glove Compatibility: Certain glove types hinder smartphone interaction, posing usability concerns.
Design Shortcomings: The previous iteration lacked intuitive design, features, and overall functionality.
The Goal:
This UX case study aims to orchestrate a comprehensive redesign of the ROVR app. The objective is to rectify the issues of manual task management and subpar communication. By integrating automation, optimizing communication, and refining coordination, the redesign intends to curtail waiting times, eliminate communication errors, enhance efficiency, and cultivate an intuitive user interface that remains effective even under challenging circumstances.
My Role:
As the UX Designer, I spearheaded the holistic design process, encompassing user research, interface design, user flows, and close collaboration with the development team. Additionally, I will conduct rigorous usability testing and iterate the design based on valuable user feedback.
Design Process
Processing the research conducted by UX researchers to gain insights into user and stake holder needs, paint points and workflows.
Creating wireframes and prototypes to visualize design concepts and gather feedback from stakeholders and users.
Iterate on designs based on user feedback, business stakeholders' input, usability testing and research insight to refine and improve the design.
Creating design specifications and guidelines to communicate design decisions to the development team while also maintaining open channels to minimize design to production deviation.
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The platform was found to have an unintuitive design, making it difficult for users to navigate and perform tasks efficiently. The lack of clear visual hierarchy, confusing terminology, and complex workflows resulted in a clunky user experience.The platform was found to have an unintuitive design, making it difficult for users to navigate and perform tasks efficiently. The lack of clear visual hierarchy, confusing terminology, and complex workflows resulted in a clunky user experience.
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One major issue was the absence of real-time data access while employees were out on the field. This lack of immediate information hindered decision-making and caused delays in task execution. Users had to rely on outdated or incomplete data, impacting their ability to perform their tasks effectively.
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The audit revealed that many users primarily relied on radio messages for direction, instead of utilizing the platform. This indicated a lack of trust in the platform's capabilities and suggested that it failed to provide a compelling alternative to traditional communication methods.
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The design should be simplified, ensuring clear visual hierarchy, intuitive navigation, and concise terminology. This will help users understand the platform's functionality and perform tasks more efficiently.
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Enabling real-time data access, especially while employees are out on the field, is essential. This can be achieved by integrating with relevant systems and providing up-to-date information on aircraft status, task progress, and other critical data.
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Improving Mobile Experience: Enhancing the mobile experience is crucial, considering that employees often rely on mobile devices while on the go. Optimizing the platform for mobile use, such as responsive design and a mobile-friendly interface, will provide a seamless and convenient user experience.
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Building User Trust and Confidence: The platform should be designed to instill trust and confidence in its capabilities. This can be achieved by addressing the pain points identified in the audit, providing a reliable and intuitive platform that meets user needs and surpasses their expectations.
“Unintuitive and unappealing”
Refined goals
By addressing these issues and implementing the recommendations, the redesigned platform will offered a more intuitive and efficient user experience. Users have improved access to real-time data, reduced reliance on radio messages, and increased trust in the platform's capabilities, ultimately leading to enhanced productivity and operational efficiency.
Pain Points
Research
By conducting a comprehensive UX audit, designers and stakeholders attain invaluable insights into the strengths, weaknesses, and avenues for enhancement, enabling informed decisions that elevate the product and align with user expectations. During the UX audit of the Dynamic Manning platform, a host of challenges emerged, underlining areas that necessitated refinement to optimize the user experience.
The principal pain point experienced by airport employees resides in the absence of a streamlined and centralized platform for work coordination. They grapple with manual processes, fragmentary information, and disjointed communication. These obstacles hinder their efficiency, engendering potential inefficiencies in operations. Furthermore, the platform's former nomenclature, "Dynamic Manning," inadvertently excludes individuals beyond the male gender spectrum, underscoring the significance of fostering inclusivity and diversity within the work ecosystem.
Redesign: Wireframes and Protypes
Users and Stakeholders were asked to provide examples of apps they enjoy using or are impressed by as well as any other input or examples they may want to add. Mood boards and mockups were created from their feedback.
Name Change and Inclusivity:
Select a new name that is inclusive and resonates with the target audience.
Ensure the chosen name aligns with the brand's values and mission.
Update all references to the previous name in branding materials, communications, and platforms.
Iterate
Incorporate stakeholder and user feed back on initial designs.
Repeat proces
Brand Strategy:
Define the brand's core values, mission, and vision.
Create a brand positioning statement that communicates the unique value of the product.
Develop a brand personality and tone of voice that align with the new vision.
Visual Identity:
Design a new logo that reflects the updated brand identity.
Choose a color palette, typography, and imagery that convey the desired brand image.
Create design guidelines to ensure consistency across all touchpoints.
Create Design Specifications for developers
Redline and spec sheets
Work closely with developers with open communications lines.
Conclusion
In conclusion, the comprehensive rebranding and redesign of the ROVR app stands as a resounding testament to the power of user-centric innovation and strategic transformation. Through meticulous research, thoughtful design, and unwavering dedication to addressing user pain points, we have successfully cultivated a revitalized user experience that transcends mere functionality.
The journey from identifying inefficiencies to creating a seamless, efficient, and inclusive platform has led to tangible results that are reflected in reduced waiting times, improved communication clarity, enhanced task completion efficiency, and a newfound sense of empowerment among employees.
This transformative endeavor underscores the potential of design-driven solutions to reshape not only digital landscapes but also the very fabric of the work environment, fostering inclusivity, productivity, and a shared commitment to excellence. As we celebrate this accomplishment, we are reminded that the pursuit of user-centered design is an ongoing evolution, one that continues to enrich the lives of individuals and the success of organizations alike.
Conclusion
In conclusion, the comprehensive rebranding and redesign of the ROVR app stands as a resounding testament to the power of user-centric innovation and strategic transformation. Through meticulous research, thoughtful design, and unwavering dedication to addressing user pain points, we have successfully cultivated a revitalized user experience that transcends mere functionality.
The journey from identifying inefficiencies to creating a seamless, efficient, and inclusive platform has led to tangible results that are reflected in reduced waiting times, improved communication clarity, enhanced task completion efficiency, and a newfound sense of empowerment among employees.
This transformative endeavor underscores the potential of design-driven solutions to reshape not only digital landscapes but also the very fabric of the work environment, fostering inclusivity, productivity, and a shared commitment to excellence. As we celebrate this accomplishment, we are reminded that the pursuit of user-centered design is an ongoing evolution, one that continues to enrich the lives of individuals and the success of organizations alike.