iMac-Mockup

MICROSOFT TEAMS: UNITED AIRLINES INTEGRATION

Consolidating conversations across multiple platforms into a single tool

Between longer legs of travel, crews have to find accommodations and make dining plans. Many times, they will spend off work hours together as they wait for their next flight assignments. Crew members can arrive on different flights and at different times. Hosting that conversation in a central location facilitates and encourages those interactions improving the overall experience. 

PROBLEM

Crew members use social media apps and 3rd party products instead of the company portal to plan and converse

PROJECT TIMELINE

3 Weeks

ROLE

• Designer

TOOLS

• Sketch

Design

This design process began by defining guidelines impacting high-leve design decisions:

WHAT A comprehensive chat tool with role based access

WHO Any United Flight crew members

WHY Decisions can be made ahead and information can be easily shared

RESEARCH AND ANALYSIS

United Airlines uses an employee portal, Crew Communications System (CCS), where flight crews perform administrative taks. According to provided data — even though the fucntionality exists — employees rely on other chat or instant messaging services to communicate with each other. This results in errant conversations, reduncancy, and unshared valuable information.

_united-screenshot

United Airlines employee portal

From here employees check schedules, swap shifts, request PTO, and other adminstrative tasks. However, they use services such as Facebook Messenger and Slack for 1:1 communications

TECHNICAL RECOMMENDATIONS

It was suggested that the client transition to Teams and make CCS it's primary application. CCS could be permanently pinned to the app bar and always accesible. Users can still perform tasks in the employee portal but would also have access Office 365 apps. This would create a seemless integration between the two products. 

USER FLOW

This scenario features Teams as a collaborative hub. With CCS always accesible in an iframe, we took on the issue of funneling conversation back into a central location without losing privacy controls. With Teams, United Airlines employees could have public and private convserations, group chats, and access shareable content.

Digital Wireframes

Artboard 1

1. The bot creates a new team and injects a card into the channel with information about the flight

Artboard

2. The user clicks the Crew button opening a modal with a list of the flight crew

Artboard Copy

3. They select a crew member from the list and begin a 1:1 chat

Artboard Copy 2

4. From the initial card, the user clicks the Layover button. A new card is sent with layover options

Artboard Copy 3

5. Dining is selected and modal opens with options for users to vote on, keeping the thread clean

Artboard Copy 4

6. The tally resolves in the Layover card and update as each member submits their vote

Artboard Copy 8

7. Using the bing search engine API, an atlernate user finds additional restaurants and votes for one

Artboard Copy 6

8. The Layover card is updated and the search results can be retrieved in the app's message extension

Artboard Copy 7

9. The second user selects and shares the restaurant's information as a card directly into the chat

FINAL SCREENS

I created the high resolution mocks in Sketch. The final screens rounded out the narrative, fleshing out details of how each step would appear to a user. The customer was very happy with the results and they began building.

Final screens:

_04

Automated creation of channel and team by Bot

_05

Crew manifesto with embedded chat ability reducing number of clicks

_16

Adaptive card with tallied votes prevents channel 'noise'

_19

Card in compose box with data retrive from message extension

MOBILE SCREENS

Many crew members prefer their phone over a laptop while mid flight. Since flight crews and schedules change constantly, it was important to provide mobile views to ensure everyone could participate and share. 

Mobile screens:

1

Lock screen notification

2

Adaptive card send by bot

3

Flight crew roster

4

1:1 chat between crew members