Alaska Airlines Agent Tablet Applications

I worked at Alaska Airlines on their ITS team to migrate and enhance the agents system for boarding and controlling a flight. The goals were to move over their old system in IMAGE to an easily accessible and mobile tool on the iPad.

boarding and control agent app

My role on the team included research and design for both the boarding agent app and the control agent app.

I would begin each design sprint with evaluative research to help understand what their current process is and what they need. I conduct this research for both apps in any airport I travel to.

This research was brought to the team to discuss the findings and plan what new features were needed and where enhancements could be made on current features.

After research, analysis, and collaboration with the team has been done, I begin to create screens for the features and concepts.

Once screens were created, I would build a working prototype in Principle or take static screens out to conduct user testing at SeaTac in Seattle and often PDX, Portland.

Boarding and Flight attendant collaboration

Brian and I engaged with both sides of the teams, Airport and Flight Attendant to create a seamless user experience for both CSA and FA.

We built out user flows for future state and discovered that a use case previously defined was not going to be possible without the Control agent involved.

This FA/CSA Communication feature became the first cross team feature at Alaska for ITS. 

We had a large part in the overall strategy and direction of this feature, with the evaluative research and findings through the process. I worked alongside the engineers to help support and build this feature.

It’s currently live and being used at SeaTac.