Skills
Product Design
Stakeholder management
Interactive prototyping
User research and testing
The previous briefing pack manager was used to manage passenger announcements within certain sectors and for seasonal events. It detailed what needed to be announced and what tasks had to be carried out at certain flight phases. I was required to redesign and simply the system, thus future-proofing the platform as Emirate’s scales operations.
This design set the precedent for the style and view of other screens. One of the most important things for users were to able to search and find specific passenger announcements easily. Rather than going for a tabular view, I looked at using flight phases to find specific PAs, similar to a kanban board. While this view was well-received, there were some users who were not very proficient with newer systems, as such I designed collapsable tables that still retained the flight phases while also made the UI more familiar to use.
Service statement sequence were used to show what pursers had to complete in the appropriate flight phase. One of the thing users struggled with was consistency across the platform. As such with the feedback from the dev and service delivery team, we agreed that replicating the same look and feel for this screen as the passenger announcements would reduce the learning curve of understanding the platform quickly.
Creating the interface by which users search, created and edited flight instructions was largely simpler as these statements were not reliant on flight phases. Therefore, We opted to design a screen that was similar to a tabular view that had an updated look and feel, while providing a search option and a filter option to narrow down the search of fight instructions.
This interface is currently in development, and has been handed off to the dev team, for implementation .
Common Pain points
Overly complex system
Users had noted that the system was quite complex to use, especially when it came to editing or bulk updating passenger announcement and service sequence statements
Outdated design
The interactions within the platform were restricted to tables and fields. Users wanted as minimal interaction when it came to creating or editing passenger announcements. Moreover, users wanted a larger perspective of existing or outdated service statements
Lack of flexibility in functionality
When users interacted with the platform, the way to access certain announcements and statements was one-directional and limiting. As such users found the process of creating, editing or retrieving statements to be complicated.
Lack of consistency
One pressing need that users struggled with was finding consistency across each page. Each page was different and thus required their own learning curves despite the process being the same for passenger announcements, service sequence statements and flight announcements
Role
Design lead
Timeline
Q3 2025 - Q4 2025
One of the most pressing needs was to create a view that is more overarching, showing all passenger announcements, service sequences and flight announcements. I began by looking at kanban boards and other similar designs to show statements based on phases.
Users always mentioned how difficult it was to retrieve, edit and create statements across the platform, often having to go through multiple screens and processes before making minor changes. Our goal was to modernize the typical form and make it standardized throughout the interface. Using drop downs, metadata and predictive texts to help create and edit statements quickly
