Case Study 1
Reimagine Safe Trac to improve task efficiency & agent experience
What is Safe Trac?
The Safe Trac application, which employs a scanning device, is a legacy system utilized by ALA, ramp agents, and drivers to handle baggage. This device allows for the scanning of bag tags, uploading of all bag tags, tracking of bag location, and viewing of bag tag history. In addition, the Safe Trac desktop application is utilized to oversee all baggage and address customer inquiries.
GOAL
The objective is to enhance the task efficiency and user experience of the Safe Trac Mobile application by consolidating all arrival, departure, BSO, Pier, and Claim applications into a single Android application, and by taking into account the needs and requirements of the users.
OUTCOME
Delta Management has expressed its appreciation for the Safe Trac application proof of concept (POC) and plans to incorporate the POC approach and user experience (UX) solutions into the final design phase.
CLIENT
Delta Airlines
ROLE
Lead Product Designer
TIMELINE
2 Months
STATUS
Proof of Concept
Discovery & Research
User Interviews
Interviewed Ramp Agents, Supervisors documented unique personas and mapped overall journey, current state, and process gaps, and validated feature roadmap with product owners.
Stake Holder Interview
We understood the business process through multiple stakeholder interviews & business process walkthroughs.
Field Studies
As part of the engagement, I observed 03 Ramp agents loading/unloading bags on Arrival & Departure.
USERS
Ramp Agents
ALA
Drivers
APPLICATIONS USED BY ENDUSER
SNAPP
Baggage Scanner
Blue bird device
Analysis & Pain points
Problem# 1
Switching locations & scanning bags is a challenge in Legacy application. To scan bag tags in BSO, Claims, and Pier agents need to log out and log in at each location. Agents need to work in multiple locations in a shift.
Problem# 2
Existing navigation is 3 levels. Agent needs to go through the 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. No Indication of a wrong bag tag number while the agent enters the details.
Problem # 3
The agent does lots of unplanned tasks, the user needs to stop one process and start another. Today agent decides the priority and quits the task in-between to start another task.
Analysis
Legacy application has three levels of menu, user needs to quit each application to view other application.
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.
Next Steps
Based on the Analysis & research data I created concepts for Safe Trac.
The goal is to keep the flow simple even though we have 5 modules to combine.
Users should be able to view locations and modules from all screens.
Design Solutions
Redesigned navigation combining five different applications
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.
User Feedback
I presented the design solutions to users & businesses. Overall the response was satisfying,
Most of the users like the modern approach and the hassle-free way of switching locations, and tasks.
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 a task-based approach is good but in the long term, when the process has been streamlined a role-based approach would be better.
Next Steps
Understand the project plan & roll-out strategy for Safe Trac 2.0.
Kick off the project, share common understanding/goals, plan, Identify resources, timeline, etc.,
Roll out UX strategy of research, design, usability testing plan vs budget & timeline.
Plan & test prototypes to identify gaps, user expectations & business alignment.
Implement analytics to understand the performance of the overall app.
Measure user success rate and report to the business team.
Ensure Delta’s business metrics for 2019 are met.