Redesign Safe Trac
to improve task efficiency
Safe Trac 2.0
The Safe Trac application, which includes a scan device, is a legacy system utilized by ALA, Ramp agents, and Drivers in baggage handling. The primary function of this device is to scan bag tags, upload all associated information, locate bags, and view the history of each bag tag. In addition, the Safe Trac desktop application is utilized to oversee all aspects of baggage handling and address any customer inquiries.
GOAL
Combine all arrival, departure, BSO, Pier, Claim applications to One Android Application.
Understand user needs.
Improve task efficiency by redesigning Safe Trac Mobile application.
Improve User experience
OUTCOME
Safe Trac application POC is being appreciated by Delta Management. Proof of concept approach and ux solutions will be implemented in the actual design phase.
CLIENT
Delta Airlines
ROLE
Lead Product Designer
TIMELINE
2 Months
STATUS
Proof of Concept
Discovery
HEURISTIC EVALUATION
I conducted heuristic evaluation in Safe Trac applications and identified Key improvement area, pain points etc.,
USER INTERVIEWS
Interviewed Ramp Agents, Supervisor as part of this activity.
FIELD STUDIES
As part of the engagement I also observed 03 Ramp agents loading/unloading bags in arrival & Departure.
STAKE HOLDER INTERVIEW
We understood the business process through multiple stakeholder interviews & business process walkthrough.
APPLICATIONS USED
SNAPP
Baggage Scanner
Blue bird device
USERS
Ramp Agents
ALA
Drivers
Legacy Application is old & slow, the pistol device has lots of constraints.
Problem# 1
Switching locations & scanning bags is a challenge in Legacy application.
Agents needs to work in multiple locations in a shift. To scan bag tags in BSO, Claims, Pier agents needs to log out and log in in each location.
Problem# 2
Existing navigation is 3 levels. Agent needs to go through the a step by step process to complete a bag tag related action.
If the bag tag is wrong user needs to start the process from the menu screen again.
Problem # 3
Agent does lots of unplanned task, user needs to stop one process and start another.
Today agent decides the priority and quit the task in-between to start an another task.
Analysis
Legacy application has three levels of menu, user needs to quit each application to view other applicaiton.
In Legacy application all modules are treated as separate applications on its own. User needs to quit each module before start working on the other module. To change locations user needs to log out and select another location to log in every time. This is one of the main constraint in the legacy application. Legacy has three level of navigation Main Menu > Module > Actions.
Current state flow for Bag actions, below flow is about delete bag feature.
User needs to select an action from the bags menu to perform any bag tag related actions. Incase of wrong bag tag number user needs to start the process from bags menu again.
Design Concept
Based on the Analysis & research data I created concepts for Safe Trac.
Goal is to keep the flow simple even through we have 5 modules to combine.
User should be able to view locations, modules from all screens.
Goal is to combine 5 application to 1 & Redesign Flows.
Navigation
BSO, Pier, Claims are grouped under bags.
User can navigate between BSO, Pier and claims from the same screen.
Scan CTA is added as part of the navigation bar so that user could scan bags from any screen.
All bag related actions are listed in the location specific screens and it varies based on location.
User can switch between locations with out hassle via manual location selection & Scan QR code or RFID.
Problem# 1
Agents needs to work in multiple locations in a shift. To scan bag tags in BSO, Claims, Pier agents needs to log out and log in in each location. Switching from one location to other location & scanning bags is a time consuming process using the legacy tool. Application needs to be robust.
Wireframes - Location Change
User could navigate between location with out hassle.
User can change location in the application via scan or manually using the application.
Redesigned Navigation & Location Change.
Problem# 2
Existing navigation is 3 levels. Agent needs to go through the a step by step process to complete a bag tag related action. If the bag tag is wrong user needs to start the process from the menu screen again.
Flow
Problem# 3
Agent does lots of unplanned task, agents needs to stop one process and start another. Every time the user quits a task there is no way in the existing system to save the task & open a new task. User always repeats the same steps if a task is quit in-between for some reason.
Agents can save a task from the task details page at any point of time and retrieve the task from multi-tray.
Agents can access the multi-tray from the navigation.
Feedback
I presented the design solutions to users & business. Overall the response was satisfying,
Most of the users like the modern approach and the hassle free way of switching locations, task.
Received Positive feedback on the robust & dynamic nature of the application.
Agents like the task based approach vs the role based approach in legacy.
Most of them agreed that multi-tray could be a huge time saver.
Few agents felt a dark mode will be helpful for them, because they work in all weather & conditions.
Business users felt that task based approach is good but on a long term, when the process are streamlined a role based approach would be better.
Next Steps
Understand project plan & roll out strategy for Safe Trac 2.0.
Kick off project, share common understanding/goals, plan, Identify resources, timeline etc.,
Rollout UX strategy of research, design, usability testing plan vs budget & timeline.
Plan & test prototype to identify gaps, user expectation & business alignment.
Implement analytics to understand the overall apps performance.
Measure user success rate and report to business team.
Ensure Delta’s business metrics for 2019 is met.