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Image by Roméo A.

Message Management System

How might we design an intuitive messaging system for airlines that empowers novice users to operate it independently without requiring highly-trained operators?

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:

  • Expanded Messaging Capabilities: Access to Type B Messaging and an SDK mode for seamless message exchange with the core system Online.

  • Enhanced Monitoring and Control: A control channel connects to a central server in Messaging's data centers. This channel automatically:

    • Pushes operational statistics to a central repository for support staff to monitor and analyze.

    • Enables support staff to proactively address configuration issues on the customer side through a dedicated messaging channel, providing managed support.

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

  • Clear, simple language for all instructions

  • Smart feedback options, like disabling irrelevant choices

  • Helpful guidance at each step, with intuitive icons (e.g., a checkmark when information is automatically validated)

  • Contextual information is easily accessible during user input

  • A "Stress Call" button for immediate real-time user assistance

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