Delta BTW

Global Handheld Application for Below the Wing Operations

Stakeholder &  Agent User Research

Through onsite agent interviews, Cognizant captured 10 current state L1 processes, 61 current state L2 processes, identified 40+ pain points, recommended 40 improvement opportunities and validated 9 executive team objectives, goals, priorities, identified 32+ station variances and identified top 12 operational metrics for 2018

8

Airports Visited

67

Agents Interviewed

9

Executives Interviewed

2

UX Team Members

10

Months

Setup, Identified Scope & Directed. Team of UX Designers

Identified the current pain points of the legacy suite of operational apps through User, Stakeholder, and Business Process research. Next we created a POC, MVP to set the direction. Identified the Scope through Epics and Led the PI Planning sessions you'll in the photo above. Hired and directed the team through initial product launch.

Other Activities & Assests

User & Stakeholder Research

Myself and 2 business process analysts traveled to 8 different airports large and small to interview over 67 agents across 10 different user roles.

Define User Personas

After research analysis, we compounded the data to create 10 different target user personas.

Process Flows

During the research analysis, the team worked with executives to redefine target state processes for all above the wing activities.

Define Screen Flows

Before we created a POC & MVP, we mapped screen flows to the target state processes.

@ 2021 Brian David Henderson