Enterprise UX –
Hub Commander
Employer
Singapore Airlines
Position
Principal UX/UI Designer
Key Responsibilities
Design Strategy · User Research · User Experience Design · Interface Design · Stakeholder Management
01.-
Challenge
Streamline and enhance the consistency of flight operational decision-making by utilizing design & technology effectively.
SIA flight operations rely heavily on third-party software to access various types of information. For instance, when an Operation Officer needs to assess the impact of a flight delay, they often have to use multiple programs to gather the necessary data for decision-making.
Hub Commander is Singapore Airlines' solution to streamline this process. By collaborating closely with users, we developed a suite of easy to use tools that not only simplifies access to timely information but also includes decision-making features that recommend actions and highlight potential impacts.
02.-
Approach
Revealing the Purpose: Why Users Do What They Do.
For this project, it was essential to go beyond thorough research and gain a detailed understanding of the processes involved. We needed to explore why users perform specific tasks and their underlying purposes. Many users had become accustomed to old tools and developed workarounds, often performing manual processes to the point where they no longer questioned their methods.
By consistently challenging users to reflect on why they approached tasks in certain ways, we encouraged them to reconsider their practices. This approach allowed us to identify the essential information they needed to make informed decisions.
03.-
Outcome
Transforming Decision-Making with Hub Commander Suite.
The Hub Commander Suite goes beyond merely presenting data points; it empowers users to make informed decisions. By delivering relevant information in an intuitive format and utilizing advanced decision-making algorithms, the suite enables users to explore various scenarios and visualize the real-time impact of their choices. This innovative approach not only boosts confidence among new Operation Officers but also fosters consistent decision-making across the operations team.
As a result, millions of flight passengers benefit from enhanced flight impact management, leading to smoother operations and improved travel experiences.