Delta SNAPP 2.x

Global Operations Desktop App for Agents

Stakeholder & Agent User Research

Through onsite agent interviews, We captured 12 current state L1 processes, 76 current state L2 processes, identified 60+ pain points, recommended 62 improvement opportunities and validated 10+ executive team objectives, goals, priorities and 10 operational metrics.

Airports Visited

102

Agents Interviewed

Executives Interviewed

Teams

UX Team Members

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 10 different airports large and small to interview over 70 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.

Hire & Organize

Once the MVP was defined, we put together the initial scope, estimate and timeline for project build. I worked with executives and dev leads to define the team build structure. Then hired and managed a team of UI/UX designers for the build.