%Satyajit Das% | %interaction design%

Airlines Miles System

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Web-based airlines miles management system designed to quickly check and track members (frequent flyers) profile, history, miles earned, awards, set up promotions, and maintain miles partners information. The earlier software was a java client server enterprise desktop application. The project involved re-designing the UI for web based platform rethinking the entire workflow from scratch.

Role: User Interface Designer

Done at: Infosys Technologies Ltd, Bangalore

Duration: Two Months

Tasks: Knowledge Transfer, Information Architecture, Task Analysis, Task Flow Diagrams, Low Fidelity Prototypes, Wireframing, Usability Evaluation, Peer Review, Interface/Visual Design, UI Specs.

Introduction

A frequent flyer program is a service offered by many airlines to reward customer loyalty. Typically, airline customers enrolled in the program accrue points corresponding to the distance flown in the airline. These are known as frequent flier miles. The airlines miles system is an enterprise management system which allows the airlines staff to maintain the miles record and reward the travelers accordingly.

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Responsibilities

Knowledge transfer and expectation setting meetings with stakeholders
Requirements gathering and user research interviews
Business/technology drivers, User/roles & tasks, as-is evaluation, Identify critical tasks for redesign
Conceptualized the IA and workflow
Defined the interaction and navigation model
Page level layouts and organization / designed views
conducted usability tests and client validation of wire frames
Interacted with the development team to communicate wire-frames and decide technical trade-offs
UI specifications document– in terms of behaviour and look and feel.

Redesign screen on web

Design Process Followed

I. Understand business process / Overview of the proposed application

Prepare approach and collateral for User Research
Information Collection
Understand technology, business and other driverrs that impact UI
Understand User profiles and tasks.

II. Contextual Inquiry

Contextual inquiry (Std set of 10 Users)(Travel excluded)
Conduct evaluation of as-is application / competitive analysis
Identify critical tasks for redesign/design
UI requirements document
Prepare User-Task matrix

III. Discuss findings with client/stakeholder and update requirements

Knowledge Transfer

To set up expectation meeting with the client and the product management team and gather project brief and business logic and requirements.

UI Requirements gathering

Requirements analysis helped gather the background information of the need for the system re-design and work practices pertaining to miles management which needed to be addressed before any design activity could succeed. This phase included gathering info regarding Business/technology drivers, User/roles & tasks, as-is evaluation, Identify critical tasks for redesign. Moreover, this was achieved by scheming through the requirement and business documents and earlier user manual.

User research and interviews

Conducted interviews involving various stake-holders like clients, airline customers, airline staff (existing system user) and on-site project co-coordinator. This phase included tele-conferencing sending across questionnaires, face-to-face interviews to get a clear picture of real pain points/ show-stopper issues of staff along with an understanding of the environment in which they work.

Download User Research Questionnaire

IV. Conceptual Design