Turnaround Manager
Faster turnarounds, smooth processes & increased revenue for airports
My role :
Desktop to Mobile first approach,
User Research, Product Strategy,
End-to-end Interaction Design
BACKGROUND
Problem space
If you’ve used air travel before, you might have experienced your flight being delayed. Flight delays are definitely annoying for passengers, and also have a big impact on airline companies as well. In fact, flight delays cost approximately $76 per minute, and $28.9 billion dollars a year. [1, 2]--That’s a lot of money
What is a "Turnaround"?
A turnaround is the 30-60 minute interval between an aircraft arriving at a gate to prepare for its next flight, which includes cleaning, catering, fueling, and more. A smooth turnaround saves airlines money in delay fees and reduces passenger frustration.
When I joined the project with my Airports team, Honeywell already had a beta version of Turnaround Management, a software which had the core functionality of visualizing aviation data and activity statuses to help Station Operations Managers (SOMs) better lead turnaround processes. This is currently being used in Berlin and Dubai
The problem we were approaching was "How might we ensure smooth turnaround saves airlines money in delay fees and increase airport revenue significantly?"
As Senior Designer, I led the design strategy for the mobile-first experience bridging the complex TMAN desktop workflows with the fast-paced, high-stakes airside environment.
Team :
2 designers, 4 developers, 2 Offering and 1 PM
Timeline :
March 24’ – February 25’
Stakeholders :
Customer: Mumbai Airport
Analytics partner : Mckinsey Consultants.
Desktop Application
Mobile Application
Docking Display
Before and After images of the initial desktop flight plan and the final mobile version
Before and After images of the initial desktop stand information window and the final mobile version
Impact
-
I contributed in the team to securing a $12M contract by delivering the desktop and mobile application for Mumbai International Airport.
-
Reduced downtime by 11 mins ( lab tested ) which is upto 25% of the turnaround times
-
Scaling the TMAN product suite including mobile, tablets with 15+ years of Annual Maintainence Contracts with new airport requirements.
DESIGN APPROACH
Learning about the turnaround processes & domain,
Tons of documentation on the Precision Time schedule( a timeline followed by the airline and aircraft) with steps involved.
UX Goals to Analytics Sucess Measurement
Analytics feedback from the Mckinsey team led to identify the critical user paths
Hands on with the existing products, experimenting to see what works and what doesn't. Looking through terminologies used in this space, understanding the meaning and purpose
Ground Power Unit
Fuel Lid
Literature Study & Usability of Existing Product
USER RESEARCH
Learning from users and stakeholders, about access to orchestrated information and fostering team spirit
1
.jpg)
Behaviour Mapping
Semi structured
Personas
Empathy mapping
1
2
3
Baggage dollies arrive and positioned near the aircraft - and as soon as one dolly gets filled, it is sent with the available vehicle- not waiting for the next dolly to get filled. Very laborious and mundane job
2
Wheelchairs are often stacked or kept ready in the PBB Bridge/ Else they cause major delays during onboarding passengers
3
The carry sheets of paper with them - sometimes the passenger list, list of activities printed by airport and also stamped pages for noting down details on ground. These are most commonly found near PBB Bridge control- stacked.
IDEATION
Multiple iterations of flight plan wireframes, reviewed with stakeholders.
Working sessions with Mumbai airport authorities and Indigo airlines to show case the complete package of the product,taking in some active feedback request admist lot of derailing conversation.
Stakeholder
Reviews
Privilege to present to the COO of Mumbai Airport, Mr. Ashwin Nornaha.
Information
Architecture
Iterations
GLIMPSE OF FINAL DESIGN
Acess to Orchestrated flight plan
Be able to view all critical information in a home screen with all necessary details
Flight number below the airline helps in building corelative memory
To identify whether a domestic or and international flight
.png)
4
Airline brand showcase for easier recall
Stand name being the most crucial information
Flight turnarounds are of different types, knowing helps in preparedness
ELDT : Estimated Landing Time
2
1
3
4 Flights show upfront on the screen, with one past flight.
All activities like search, message and alerts are tucked in the bottom
1
Stand card
There are multiple statuses, which are secondary information in general, but when needed should be handy. Also, if any airport doesn't prioritise this, it can be used for time/weather updates.
3
Bottom Navigation Bar
The IA indicated alerts, message and search as desired features. The add icon helps in capturing any impromptu incident to be reported
2
Flight List
The 4 flight information is in corelation to the cognitive load reduction. Wherein, within a spacn of 15 mins usually the airport sees 2 turnaround. Hence one past flight info along with 3 upcoming ones.
4
Detail Flight card
Idea is to reduce as much cognitive load, utilising the super user perks of having prior knowledge and also utilising there day to day terminology