Delta Air Lines
1992-1995
NCR Retail - Human Factors
International check-in agents were using a complex command line system requiring extensive training and help for up to six months before being able to work the passenger check-in counter unassisted. Agents were keying in commands that reached upwards of 60 characters in length. I was part of a small team and was personally hands-on in all aspects of the project.
GOALS:
- Reduce agent training time, increase eye contact with passengers, and improve check-in speed
ACTIONS:
- Research interviews, contextual inquiry, and time-motion studies to understand and benchmark agent & customer activities
- Designed, prototyped, and user-tested a fully interactive, touch-screen GUI
- Documented UI design specifications
RESULTS:
- Our final touch screen solution was so revolutionary by comparison that it was easy to see how dramatic simplifications not only made agents more effective and efficient, but it could enable changes to Delta’s staffing strategies and customer service (i.e., I believe our work was the pre-cursor to self-check in)
- Delivered functional prototypes as proof of concept
- System training time reduced dramatically (early tests showed > 50%)
- Check-in time reduced dramatically
- Designs drove re-engineering of underlying databases and systems
- Delta inspired to start own HF dept
- Internal Delta team deployed final solution