lufthansa:::manage gates
UX Design Case Study
Manage Gates enables customer service agents to plan and monitor the flight and boarding processes, oversee boarding and flight handling and react to changes on short notice, while receiving and providing up-to-date information to all stakeholders of the flight.
Automated shift planning and allocation of flights to customer service agents based on defined business rules enables supervisors to shift focus toward higher value activities
Next best action recommendations drive performance improvements with consistency of agent decision making (open and close check-in and boarding process, decide version change, decide on last-minute ticket sales, wait for passengers or unload baggage) based on demonstrated outcomes
Prioritization of notifications helps supervisors remain focused on most critical changes.
About the Project
Project Brief
Lufthansa Gate Managers can be in charge of up to 5 flights simultaenously at any given time in their shift. Spread out across vast areas of some of the largest airports teriminals in Eurpoe, the need for constant flight updates and communication with co-workers is vital.
The old way just wasn't working. Pencil notes scribbled on napkins and scraps of paper, old Nokia phones, and long handover meetings with incoming employees were all a source of frustration. There had to be a better way.
Providing iPhone's loaded with a custom built suite of apps, Lufthansa's goal was to arm all Gate Managers and other select groups of employees with the tools they need to help ensure a smooth, on-time boarding process.
My Role
- Work with local IBM team in Germany to provide instructions on pre-workshop requirements gathering.
- Lead 3-day, intensive working session at Apple offices in Cupertino, California with business stakeholders and end users.
- Design and present screen mockups and animations for customer sign off.
- Provide complete package of final approved designs and prepare for iOS developer handover.
- Follow up job shadowing to provide app enhancements recommendations.
- Manage ongoing relationship with Lufthansa management and end users.