The aviation industry faced a critical efficiency challenge: 80% of aircraft maintenance time was spent on coordination rather than actual repairs. At EmbraerX, we developed Beacon, a digital platform aimed at revolutionizing maintenance coordination. As the Lead Designer, I leveraged my research background to transform our initial MVP into a solution that truly served maintenance teams' needs.
MVP Version (Original): Large map interface focused on mechanic discovery, designed to connect airlines with qualified mechanics.
Research Methodology & Initial Findings
Field Research at Republic Airways
I conducted extensive field observations and interviews at Republic Airways' Maintenance Operations Control (MOC), revealing several key insights:
- Teams needed better internal coordination tools rather than mechanic-finding features
- A critical "5-minute cool down" protocol between updates highlighted the need for immediate information visibility
- Staff were frequently switching between Beacon and Sabre, often duplicating information
- Privacy concerns varied significantly based on case context and stage
Sabre is an industry-standard airline management system that handles critical operational functions including maintenance planning, crew scheduling, and flight operations. For maintenance teams, it serves as the system of record for official maintenance documentation and regulatory compliance tracking.
Qualitative Research Approach
- Conducted in-depth interviews with maintenance staff across different roles
- Performed contextual inquiry during actual maintenance operations
- Analyzed communication patterns and workflow bottlenecks
- Documented system switching behaviors and pain points
Key User Feedback
Our partnership with Republic Airways revealed a crucial insight: as an airline with an in-house maintenance team, their workflow differed significantly from our MVP assumptions. This prompted a reevaluation of our approach.
"What does the map really do? It's taking up a lot of space in the UI."
"We could use this space to focus on what's actually happening in the case."
Design Evolution Informed by Research
Phase 1: Challenging MVP Assumptions
Research Finding: The static map interface, designed for mechanic discovery, was actually hindering case management.
Design Response:
- Removed map from closed and completed cases
- Prioritized case status and assignment information
- Streamlined interface for resolved cases
- Retained essential location data while reducing visual prominence
Phase 2: User-Centered Iteration
Research Finding: Teams valued case management features over location services.
Design Solutions:
- Developed collapsible map panel
- Created icon-based location access
- Prioritized case details and status updates
- Implemented responsive design for different devices
Phase 3: Final Implementation
Research Finding: Privacy concerns and information hierarchy needed careful balance.
Design Decisions:
- Added user-controlled location sharing
- Optimized screen space for critical information
- Implemented collapsible map panel
- Prioritized case details and assignments
Impact & Key Metrics
- 15% Faster Task Completion
- Improved User Satisfaction (measured through post-implementation interviews)
- Enhanced Privacy Controls
- Strengthened Airline Partnerships
Research-Driven Learnings
Challenging Assumptions
- Initial MVP hypothesis about mechanic discovery needs was invalidated through careful field observation
- Real-world usage patterns differed significantly from initial concepts
- Privacy concerns varied contextually, requiring flexible solutions
Strategic Impact
- Research insights influenced broader product strategy
- User comfort with location tracking varied significantly by context
- Balance between feature accessibility and interface efficiency proved critical
Challenge MVP Assumptions: Real-world usage patterns may differ significantly from initial concepts
Balance Features: Not all MVP features translate to scaled solutions
Privacy Matters: User comfort with location tracking varies by context
Strategic Impact: UX decisions can influence broader product strategy
