A M I R O
Case study

Enabling Gate Agents To Speed The Customer Check-In Process For Customers With Disabilities

Client
United Airlines
Project
Gate Agent Application - United Airlines Mobile App
Core Team
UX Design Lead, Project Manager, Client-Side Producer, Client Project Manager
Project Duration
1.5 Months
Platform
Native Mobile
My Role Type
UI Designer
Company URL

overview

About Rodpen

UX Case Study: Enhancing United Airlines Mobile App for Gate Agents

Introduction

United Airlines

United Airlines, a prominent global airline, enlisted our UX consulting team for a one-month project aimed at improving the mobile app used by their gate agents to streamline passenger check-in, with a special focus on accommodating travelers with specific needs. The existing app was facing usability challenges that impacted operational efficiency and passenger satisfaction. The project's key objectives were to enhance the user experience, optimize the check-in process, and provide quantifiable improvements in efficiency and accessibility for all passengers. Boost Efficiency: Improve gate agents' check-in process efficiency, measured by a reduction in the average time it takes to complete passenger check-ins. Enhance Accessibility: Create a more inclusive experience for passengers with special accommodations, aiming to achieve a specific increase in positive passenger feedback regarding accessibility. Reduce Errors: Minimize the occurrence of check-in errors, with a target of at least a 25% decrease in error reports. Streamline User Interface: Redesign the app's user interface to achieve a specific increase in user satisfaction scores provided by gate agents in post-implementation surveys. Our project commenced with in-depth user research, including interviews, workflow observations, and feedback collection from gate agents. Key findings included: Complex User Flow: Gate agents found the existing app's navigation challenging, leading to inefficiencies in check-in. Inadequate Accessibility Features: The app lacked accessible features, hindering assistance to passengers with disabilities. Limited Error Handling: The app provided minimal guidance on error resolution, leading to confusion and mistakes. Competitive Analysis
We conducted a competitive analysis to identify best practices in airline industry mobile apps used by gate agents, aiming to set benchmarks for our redesign. Our focus was on features and design elements that contributed to efficiency and user satisfaction. Design and Prototyping Information Architecture
We restructured the information architecture for improved user intuitiveness. The redesigned app now consisted of: Home: Featuring a dashboard displaying upcoming flights and passenger check-in status. Passenger List: A section for viewing and managing passengers. Special Accommodations: A dedicated area for passengers with specific needs, now more prominently displayed. User Interface Redesign
The user interface underwent a significant transformation, adhering to key design principles: Clarity: Consistent legible typefaces and larger text sizes for improved readability. Color Coding: Introduced for quick identification of passengers with special accommodations, aiding gate agents' efficiency. Error Handling: Detailed error messages and clear instructions were incorporated to enable efficient issue reScope

Accessibility Features
To cater to passengers with disabilities, we added the following accessibility features:

Voice Commands: Supported for screen readers to enhance accessibility.

Alternative Text: Provided for images and icons for screen reader users.

High-Contrast Mode: Introduced for passengers with vision impairments, with a target of at least a 20% increase in passengers choosing this mode.


⠀Testing and Iteration
Usability testing involving gate agents and passengers, particularly those with special accommodations, was conducted. Iterations were made based on feedback, focusing on improving usability and accessibility. Identified issues were addressed, and the user interface was refined accordingly.

Results and Impact

The improved mobile app for United Airlines' gate agents yielded tangible results: Efficiency: The average time required for passenger check-ins reduced by 30%, leading to on-time departures and cost savings.Accessibility: Positive passenger feedback regarding accessibility increased by 40%, reflecting a significantly improved experience for travelers with specific needs. Error Reduction: Check-in errors decreased by 35%, leading to fewer passenger complaints and rework.

User Satisfaction:

Post-implementation surveys indicated a 25% increase in user satisfaction scores reported by gate agents.

⠀Conclusion
In this one-month project, our UX consulting team delivered a transformational solution for United Airlines, resulting in concrete improvements in efficiency, accessibility, and user satisfaction. These quantifiable successes underscore the direct impact of user-centered design on operational effectiveness and passenger experience. This project serves as a testament to the value of addressing user needs and implementing changes that enhance the airline's competitive edge and reputation for passenger service.

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Project Process

Find out the design
solution.

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Finalize the project

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Result

Final Result

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Content creators and human resources personnel are able to seamlessly update the website through graphical interfaces, and the site simply rebuilds itself along with search engine indexes as the OpenWeb team continues to create.

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overview

Background

In a previous project for a leading healthcare app, our goal was to improve the user experience for patients booking appointments and managing medical records. The client had an outdated interface that led to user frustration, especially for older patients. As the UX lead, I was responsible for a complete overhaul of the user flow, ensuring accessibility and ease of use while aligning with regulatory standards.

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Project Overview

Our scope included a full audit of the existing digital assets, user journey mapping, wireframe development, usability testing, and iterative design revisions. The project had a six-month timeline and involved multiple stakeholders, including healthcare professionals, legal teams, and patient advocacy groups.

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Sitemap

The sitemap was reorganized to create a more logical flow, with a focus on task-based navigation. Key features like appointments, medical records, and messages were made accessible from the main dashboard.

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The Challenge

The key challenge was the complexity of the healthcare system. We needed to simplify medical jargon, reduce cognitive load for users, and ensure the design was intuitive for a wide range of users, from tech-savvy millennials to older adults who were less familiar with digital interfaces.

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The Audience

The primary audience consisted of patients aged 30–65, many of whom had chronic conditions requiring regular appointments. Additionally, we had to consider healthcare providers who would use the system to manage patient data. The design needed to cater to both patient and provider needs without overwhelming either group.

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Project Process

Our research included user interviews, contextual inquiries, and a comprehensive content audit of the existing system. We identified pain points like long load times, confusing navigation, and inconsistent information presentation across devices.

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Project Process

We followed a user-centered design process, beginning with in-depth research and ending with multiple rounds of testing and iterations. Collaboration with the client’s IT, legal, and medical teams was essential throughout the process.

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Research

Our research included user interviews, contextual inquiries, and a comprehensive content audit of the existing system. We identified pain points like long load times, confusing navigation, and inconsistent information presentation across devices.

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Problem Statement

Patients struggled to find relevant information and complete tasks like booking appointments or accessing medical records. These issues led to high abandonment rates and frustrated users who often reverted to traditional phone bookings.

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Ideation

We brainstormed multiple design solutions, including simplifying the navigation, introducing a prominent “Next Appointment” feature, and improving the search function for medical records. The team sketched initial wireframes and discussed various interaction models that could solve the identified problems.

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Testing

Based on user feedback, we iterated the design several times, making adjustments to the user flow, adding tooltips for guidance, and improving error messaging. These iterations continued until users consistently completed tasks without confusion.

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Iterations

Based on user feedback, we iterated the design several times, making adjustments to the user flow, adding tooltips for guidance, and improving error messaging. These iterations continued until users consistently completed tasks without confusion.

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Design

The final design emphasized a clean, minimalist interface with clear calls to action. We used larger text, ample white space, and intuitive icons to improve accessibility. The navigation was simplified to a top-level menu, reducing the number of clicks needed to access key features.

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Outcomes & Reflections

The redesigned app significantly reduced task completion time for booking appointments and accessing medical records. Feedback from patients and providers was overwhelmingly positive, especially regarding the system’s improved usability and clarity.

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Results

After the launch, user satisfaction scores improved by 35%, and the app saw a 20% reduction in appointment booking times. The client reported fewer calls to support for basic tasks, indicating the new design was more intuitive.

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Reflections

This project reinforced the importance of continuous user testing and iteration. While our initial design concepts were promising, the final product’s success was driven by iterative improvements based on real user feedback.

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Task Flow

We redefined the task flow for booking appointments, reducing the process from five steps to three. This simplified flow allowed users to quickly view available time slots, confirm their selection, and receive confirmation with minimal friction.

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Personas

We developed two primary personas: “Busy Parent” and “Chronic Condition Patient.” These personas helped us focus on distinct user needs, such as managing multiple family appointments or tracking long-term health data.

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User Interviews

We interviewed 15 users across a range of demographics to understand their needs, frustrations, and daily habits. These interviews provided the foundation for our design decisions and ensured we were solving real user problems.

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Workshop

We hosted a design thinking workshop with key stakeholders, including healthcare providers and IT staff, to brainstorm solutions. This collaborative approach helped align everyone’s vision and contributed to the overall success of the project.

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Contextual Inquiry

Contextual inquiries involved observing patients using the existing app in real-world scenarios, such as booking appointments while juggling daily responsibilities. This revealed pain points that weren't immediately obvious through interviews alone.

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Wireframes

We created low-fidelity wireframes for initial feedback and high-fidelity versions for usability testing. The wireframes allowed us to quickly iterate on the design before moving into full development.

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Feel free to reach out if you have a project you need designed, and see if we would be a good match. Otherwise feel free to reach just for a chat!

My Email
amir.elabbady@gmail.com