mission critical: fun to use. designing for commercial aviation and marine

eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.


mission critical: fun to use

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uxcamp europe 2010berlin

cindy dorfmanninteraction designeradvanced researchjeppesen

milan guentherdesign consultant, partner, eda.c

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01jeppesen, eda.c

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02designprinciples

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03questions on ux in technology companies

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01jeppesen, eda.c

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Jeppesen gathers, aggregates, layers and optimises and delivers navigational data from multiple sources, for various purposes.

– Founded 1934, producing aviation charts– Part of the Boeing commercial division~ 3000 employees working in 20 countries

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eda.c is a strategic design consultancy.

We are focusing on the design of touch points of organisations and people, and the alignment of organisational identity, architecture and experience.

We help our clients to engage with people important to them. Our designs provide the information and interaction capabili-ties they need most according to their role and use context.

We research, envision and (re)design all system elements neccessary to support this, resulting in new services, media or products.


02designprinciples

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02.01mission-criticaldesign

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TAKEOFF CLEARANCE

TAXI CLEARANCE

MONITORGround

MONITORGround, Company

MONITORCA taxiingNew/ Additional

taxi instructions

Continue to monitor CA

Calculate & reset Performance data

Inform Company (new #s, delays)Have CA cross check #s

FMC: program/verify

Systems configuration?(APU, Packs)

Just-in or new load data

Busy frequency

Ice/Snow

FO busy

Change in takeoff sequence

Delay

Unfamiliar taxi instructions

Unfamiliar with airport/taxi route

Shut down one engine?

+ Verify ramp area clear

+ Form mental picture of taxi route + Acknowledge clearance+ Form mental picture of taxi route

+ Confirm CA’s understanding of route

+ APU off-loaded 2 min before shutting down

+ Acknowledge clearance

+ Strobes

+ FMC update

+ Landing lights

+ Verify runway clear+ Radar?

Check accuracy

+ “Clear” turns

+ “Clear” turns

Defer communicationContact Ground when possible

Defer takeoff flaps

Consult charts

+ “Clear” ramp areaDe-icing checklist

CAPTAIN

FIRST OFFICER

Restart it before takeoff

Repeat checklistAcknowledge instructionsForm new mental pictureDefer checklist

Remember to askagain when FO available

Set flaps before takeoff

Verify with FO

Rush/repeat checklist

+ MONITOR airport traffic + MONITOR

taxi progress per instructions

+ MONITORTower frequency

+ Switch to Tower frequency

Resume checklist

InterruptionBrief new runwayConsult charts

Accept new runway?Change in takeoff runway

+ Confirm CA’s understanding

TAKEOFF + Take control of aircraft while finishing checklist

+ Shoulder harnesses+ “Clear” runway

+ Identify/remember turns+ Follow hold-short instructions+ Identify/Remember aircraft to follow

FIRST OFFICER

Failure will lead to desaster.

Design has to support security by incre-asing situational awareness. Users are trained professionals who need flexibility.

Therefore designers must always balance operational system requirements and user needs, and take the legacy into account.

Design principles:– Design for the operational tasks,– exceptions and critical situations– Automate the non-critical– Design for the physical context– Enable system/resource redundancy– Find out when your design is at the – center of attention, and when is it not– Fight complexity, but support flexibility– Attempt to make things obvious– Be aware of technology and certification


02.02declutterinformation

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Viewing ≠ Seeing

More and more traffic leads to an over-whelming mass of data and information.

The industry is shifting from paper media to digital systems. With this change, we have the possibility to display information according to the current context.

Design has the power to communicate facts quickly and comprehensively by (visual) encoding and priorisation.

Design principles:– Reduce as much as possible– Work with visual hierarchies– Add other media when adequate,– such as alarm sounds– Base on legacy codings and symbols– Adhere to standards and regulations


02.03re-shaping to business and user needs

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Use opportunities.

Professional applications are subject to extensive regulations and disruptive revolutions from business or user side. They are used by highly trained but also very demanding professionals.

Designers working in this field should look ahead to upcoming changes in re-gulation, technology, business or usage,and provide answers just in time when the questions arise.

Ideas and patterns very often come from outside your own field. It is always a mix of domain-specific and globally applica-ble design principles.

More than being usable and useful, we have to design systems people like to use.



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- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -#1How can we overcome pure operational usability / human factors thinking to also address the „Joy of Use“ in our designs?

#2What is the best place of the UX practice in such an organisation? Centralised, project-oriented, external?

#3How can UX have an impact on the way a company does business?

#4How do we balance innovative ideas with legal requirements and legacy?

#5Is it possible to create ONE overarching UX for an entire organisation like Jeppesen?


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danke danke- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

jeppesen / advanced researchcindy dorfmann, interaction [email protected]

eda.cmilan guenther, [email protected]@eda__c

mission critical: fun to use. designing for commercial aviation and marine

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rushrepeat checklist