World Fuel Services

Aviation and Logistics Application

UX/UI
Website
Wireframes
Flowcharts
User Interview
User Testing
Prototype
Pitch Deck

Project Overview

This case study focuses on World Fuel Service (WFS), a Fortune 500 leader in fuel logistics across aviation, land, and marine sectors. We tackled a specific application within WFS's aviation domain – the pilot experience of managing built-in flight plan packages. The challenge? Ensuring a consistent and user-friendly experience for pilots across the entire myWorld iPad app when accessing their crucial Package Delivery (flight plan weather delivery) information.

My Contribution

Data-Driven Advocacy: I championed the pilot's needs by presenting stakeholders with clear KPIs and SMART goals. This data-backed approach demonstrated the value proposition of specific features, such as consistent UI across the app, PDF Tron integration for annotations, and versatile sharing options.
Crafting the Pilot's Journey: Through extensive wireframing and user flow mapping, I played a pivotal role in shaping the navigation for accessing and managing Package Delivery information within the myWorld app. This included ensuring a seamless experience for pilots when interacting with the PDF Tron functionality for adding annotations.
User-Centered Approach: Understanding the pilot's perspective was critical. I conducted user interviews to delve into their needs and frustrations, which directly informed the design decisions for the Package Delivery experience.
Rapid Prototyping & Testing: To ensure an intuitive and efficient experience, I utilized rapid prototyping techniques and facilitated user testing sessions. This iterative approach allowed us to refine the design and identify any usability issues early in the development process.

The Problem:

Package Delivery PDF Inflight Communication

Imagine a pilot on the go, needing to quickly access and annotate their flight plan package. This project delves into how we streamlined this process, empowering pilots to not only view their package delivery information seamlessly but also add annotations directly onto the PDF document using Tron. Furthermore, we equipped pilots with the flexibility to share these annotated documents, both as individual pages or a complete package, across the entire myWorld app ecosystem. Sharing options included AirDrop, email, fax, SMS text, and printing – all tailored to the specific needs of the pilot in that moment.

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• Offline Communication

• Weather Package Updates

• Pilot Journey Log Notification

• PDF Tron Versioning

• Fully Customizable Package

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The UX Factory Floor

Idea

• Intuitive Sharing Options

• Contextual Annotations

• Offline Access & Syncing

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Investigate

• User Research

• Device Compatibility

• Data Privacy

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Schedule

• Stakeholder Management

• Collaboration and deep learning

• Usability Testing

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Artifact

• User Flow Maps

• Interactive Prototype

• Pilot Persona

Delivery

• Hi Fidelity Resources

• Documentatoin

• File Structure

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Managing the Documents

By meticulously crafting wireframes and user flows, we established a clear roadmap for the Package Delivery experience. This initial groundwork ensured the final design would be not only visually intuitive but also perfectly aligned with the needs and workflow of World Fuel Service's pilot users.

Mapping Access Points

Visualizing Annotations

Exploring Sharing Paths

Versioning File Storage

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User Persona

Captain Mark Hanson

Age: 28-55

Occupation: Pilot

Relationship Status: Married

Location: Dallas, Tx

Gender: Male, him, he

Archetype: The Hero

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Introvert

Extrovert

Thinking

Extrovert

Sensing

Extrovert

Judging

Extrovert

Goals

• Driven to lead

• Safety and accountability

• Excursions

Frustrations

• Unexpected event

• Lack of control

• New unfamiliar logic

Bio

• A seasoned pilot with over 20 years of experience, primarily flying Boeing 737s. Known for his meticulous pre-flight routines and a strong preference for tried-and-true methods.

• "Give me dials over touchscreens any day.": Mark is skeptical of new technology in the cockpit, believing it can be distracting and prone to failure.

Motivation

Growth

Fear

Achieverment

Power

Incentive

Social

Brand Affiliation

Preferred Channels

Traditional Ads

Online & Social Media

Referral

Guerilla Efforts & PR

Package Delivery

PDF Tron Flow

Knowledge Bank

Throughout the process, collaboration with both users (pilots) and stakeholders was crucial. Their valuable insights and concerns regarding potential use-case scenarios helped refine the design. While areas for improvement were minimal, the focus shifted to the engineering team to bring the vision to life. This project reinforces the importance of user-centered design and iterative testing. By incorporating user feedback early on, we create designs that are not just visually appealing, but also truly functional and meet the needs of the target audience.

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What went well

Pilot Needs Met: User testing with the prototype confirmed we successfully addressed pilots’ initial needs. Their interactive feedback throughout the process was instrumental in achieving this success.
Intuitive Guidance Appreciated: Pilots were particularly impressed by the app’s ease of use. They praised how the interface intuitively guided them through the Package Delivery process, minimizing confusion and frustration.
Streamlined Sharing: A major win was the reduction in steps required for sharing annotated packages. By optimizing the user flow, we were able to cut the number of taps needed from four to just two, significantly improving efficiency.

What didn’t work too well

Delivery Tracking: The current system didn't effectively manage user anticipation during the delivery timeline. We need to explore real-time tracking or improved notification systems to keep users informed.
Package History: Identifying past package locations proved cumbersome. We need to identify a clearer way to access past package delivery information.
Information Discrepancies: Inconsistencies arose when switching between viewing and editing package details. We need to ensure seamless data synchronization and clear UI differentiation between these modes.

Recommendations

Native iOS Sharing: Leveraging native iOS sharing controllers would streamline the document sharing process within the app. This would allow users to share packages via AirDrop, email, text m
Enhanced Map View: Integrating an interactive map view with real-time weather information would significantly enhance the user experience. Users would be able to visualize their package location alongside weather data, providing a more comprehensive view of the delivery process.
In-App Editing on Map View: The ability to edit package information directly on the map view would be a valuable addition.

Successful Integration and Client Growth:

The project successfully integrated PDF Tron functionality and deployed the updated system. This not only enhanced the user experience but also yielded significant business benefits. We secured 12 new client contracts with existing clients who were impressed with their involvement in the project. Their positive experience and valuable input for upcoming features fueled their desire to "grow with the company," leading to expanded partnerships.

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