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.
Crew members use social media apps and 3rd party products instead of the company portal to plan and converse
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
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.
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.
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.
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.
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.
Lock screen notification
Adaptive card send by bot
Flight crew roster
1:1 chat between crew members