Overview
When Alaska Airlines merged with Hawaiian Airlines, it greatly expanded its network and operational capabilities. The company is prioritized a renewed focus on improving user experience and design, aiming to enhance efficiency and customer satisfaction across its cargo services.
the challenge:
Create a single source of truth for cargo stations is easy to navigate, compare, and edit by administrators.
role:Senior Product Designer
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tools: Figma, Maze
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Research
I began with interviews. There were several user types that would benefit from the type of system that we were imagining, so I interviewed several to create some standard personas to design from.
Persona 1 : Lisa the CNS Rep
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Persona 2: Eric the Customer Service Agent
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Design
Luckily, there are plenty of eager participants to test out design concepts. I pulled out the key components and organized them into logical blocks and worked closely with developers to create an efficient and scalable system
The final design was a simple table landing page and individual pages for each cargo station. The station shows Hours, Station Details, Contact information, and station products and services. The Admin view allows leads to update hours, contacts and available services.
Follow Up
Before we launched, and four weeks after the launch of the tool, we sent out surveys. The survey included questions about speed, reliability, and ease of use.
In addition to the survey, I wanted to see the CSIT used in the wild and talk directly with users about its adoption. I visited and interviewed users in Seattle, Portland, Missoula, Los Angeles, as well as reps at the Customer Care Center in Seattle.
In addition to the survey, I wanted to see the CSIT used in the wild and talk directly with users about its adoption. I visited and interviewed users in Seattle, Portland, Missoula, Los Angeles, as well as reps at the Customer Care Center in Seattle.
Findings
Enhanced Performance
Users reported clear improvements in both speed (23%) and ease of use (38%), making the tool more efficient and intuitive experience than what they were used to.
Reliability Considerations
While overall functionality is strong, there remains room for improvement in the consistency and reliability of information provided. Most issues come from incorrect data in the database and bottlenecks to updating that information.
Positive Impact on Work
The tool is well‑received by users. It not only makes their tasks easier but also enables them to perform their jobs more effectively.
Users reported clear improvements in both speed (23%) and ease of use (38%), making the tool more efficient and intuitive experience than what they were used to.
Reliability Considerations
While overall functionality is strong, there remains room for improvement in the consistency and reliability of information provided. Most issues come from incorrect data in the database and bottlenecks to updating that information.
Positive Impact on Work
The tool is well‑received by users. It not only makes their tasks easier but also enables them to perform their jobs more effectively.
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