Year
2013
Timeline
12 Weeks
Client
SITA
Charged with creating an accessible communications application, I, as a UX consultant, designed a web-based system with clear, plain English labels, ensuring a user-friendly experience without requiring extensive training.
Key Objectives:
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Expanded Messaging Capabilities: Access to Type B Messaging and an SDK mode for seamless message exchange with the core system Online.
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Enhanced Monitoring and Control: A control channel connects to a central server in Messaging's data centers. This channel automatically:
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Pushes operational statistics to a central repository for support staff to monitor and analyze.
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Enables support staff to proactively address configuration issues on the customer side through a dedicated messaging channel, providing managed support.
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Approach
The design process was guided by design thinking principles and a rapid prototyping approach. By carefully considering both the business requirements and the working environment, the primary goal was to create a system that even novice users could operate with ease and without needing any help.
Quick Outlook
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Clear, simple language for all instructions
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Smart feedback options, like disabling irrelevant choices
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Helpful guidance at each step, with intuitive icons (e.g., a checkmark when information is automatically validated)
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Contextual information is easily accessible during user input
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A "Stress Call" button for immediate real-time user assistance