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Springshot is a San Francisco-based software company that transforms airport operations and improve workforce productivity. The new mobile app enable workers to receive and perform tasks efficiently while providing real time tracking and performance insights to managers.

Our mobile users are generally two categories:

  • Blue collar workers in the airline industry performing a variety of jobs including airplane cleaning, catering, fueling and baggage handling etc. 
  • Managers performing work dispatch (Web Platform), work observation.

 

Team:

UX Designer/Main UI Designer (me)

UX Designer

Product Managers x2

CEO

Timeframe: 2017.01 - Now

 

01. PROBLEM

– World Environment

The airport technology stuck in 1980s. Work dispatched via Walkie-Talkie and Tasks recorded via Pen & Paper. This result in extra labor-related costs, very inefficient workflow and extra service failures and defects. In the US alone, over 25 million workers perform repetitive physical tasks in dispersed work environments.

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Avianca

Communication

People communicate via Walkie-Talkie

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Swissport

Task Record

Task recorded via pen & paper

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Aeromexico

Dispatch

Work assigned via whiteboard & mark pen

 

– Springshot Environment

It's been 3 years since our mobile app published and it never changed! Even though it had great success and helped us expand our customers to 50+ airlines, it is just too old for now. The app is getting less intuitive and cause more confusion for users. Without fresh bone, blood, meat and skin, it will become a poor solution for fast growing market, in other words, it will die.

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02. GOAL

I led an effort to redesign our new mobile app that aim to be:

Powerful - Optimize the mission workflow leveraging Springshot's intelligence and technology.

Helpful -  Create a seamless user experience and hugely improve productivity.

Beautiful - Design a stylish mobile app to improve the company impact and image.

Meaningful - Enhance individual wellbeing and sense of purpose through rewarding system. 

By designing a platform around the user experience and leveraging technology as a tool to help workers doing work, my goal is to create the optimal working environment for workers. Our ultimate goal is to build a global community that empowers people of all backgrounds and ethnicities to find identity and purpose through their work.

 

03. PROCESS

1. Get User feedbacks and evaluate data

I worked closely with customer success team to interview different role of users on how they use our old app. Plenty of user feedbacks gathered over one month revealed significant confusion around creating mission and perform tasks, which resulted in heavy training was needed to guide users toward where they should focus their attention and how to use the app.

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These are some key findings:

1.  Users think there are too many clicks to start a mission (5 clicks in total if they click in right way)

2. Users hope there's a function to help them find the responsible person quickly if theres's something happen.

3. Different users have different preferred information shown on the task list. 

4. Users mention they want to see the tasks first before they start performing missions.

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