MAG — Airport Operations
Airport operator faced challenges with fragmented data across departments. As sole UX Designer I defined the strategy and designed AirportSync — a unified platform achieving 90% task success in pre-launch testing.
Manchester Airports Group (MAG), a major UK airport operator, faced inefficiencies due to siloed data across departments such as security, ground handling, and management, leaving airfield staff without a full understanding of operations. This lack of visibility delayed security queue updates, which could have knock-on impacts on aircraft turnaround times and take-off schedules. MAG sought a new digital platform to integrate these data sources and provide clear visibility to enhance staff coordination.
As the sole UX Designer, I was tasked with defining the UX strategy and designing AirportSync — a pre-launch platform to unify siloed data into an intuitive interface for airfield staff and managers. Responsibilities included user research, responsive wireframes and prototypes, data visualisation components, a new design system, and leading usability testing to target 90% task success and 85% user satisfaction at launch — with WCAG 2.1 accessibility compliance throughout.
- Developed a UX strategy to align AirportSync with MAG's goal of unifying siloed data, focusing on real-time visibility for airfield staff.
- Conducted solo user research with over 30 staff members through interviews and observations, creating personas and journey maps to identify pain points like delayed data impacting turnaround times.
- Created responsive wireframes and high-fidelity Figma prototypes — mobile interfaces for airfield staff and web dashboards for managers with real-time security wait time graphs.
- Incorporated data visualisation components (bar charts for queue times) to provide actionable insights within the new design system.
- Developed a new Figma-based design system with standardised UI elements and data visualisation components to ensure consistency and scalability.
- Iteratively refined the system based on prototype feedback, enhancing visualisation styles for clarity in high-pressure airfield environments.
- Conducted iterative usability testing with 15 diverse users, using Hotjar analytics to track interactions and optimise data visualisation.
- Achieved 90% task success in pre-launch testing by simplifying navigation and enhancing visualisation readability.
- Worked with developers to integrate AirportSync with data sources, ensuring components provided accurate operational insights.
- Presented prototypes to stakeholders, using research insights and test results to secure executive buy-in for the planned rollout across Manchester, London Stansted, and East Midlands.
- Improved Operational Visibility: AirportSync targeted a 25% improvement in airfield staff's understanding of operations by unifying siloed security data, enabling real-time insights.
- High Usability: Achieved 90% task success in pre-launch testing, targeting 85% user satisfaction at launch.
- Scalable Design System: Established a standardised system with reusable visualisation components, supporting future features like baggage tracking.
- Stakeholder Buy-In: Secured executive approval for a planned rollout across MAG's three airports.
- Accessibility Compliance: Ensured WCAG 2.1 standards throughout, supporting inclusive and rapid decision-making.