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

overview
About Rodpen
UX Case Study: Enhancing United Airlines Mobile App for Gate Agents
Introduction
United Airlines
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.
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.