Commercial air operations.
Timeline
2019 - 2020
Team
Designers, Directors, Managers, Product, Technology, Business
Role
Exploration, Facilitator, Product Design, Design Systems
Overcoming Legacy Shackles
Southwest Airlines needed to break free from legacy constraints holding back their operational efficiency. Their 25-year-old systems weren't just outdated – they were limiting the airline's ability to handle modern aviation challenges.
Working with Southwest's operators, we reimagined how their teams could spot and solve problems before they cascade into major delays. The goal? Turn their legacy OpsSuite into a modern command center that helps teams stay ahead of disruptions.
Leadership contributions
Stepping into Southwest's operations world, I saw an opportunity to completely transform how teams handle their most critical challenge: irregular operations (IROPs). By focusing on the people behind the systems, we didn't just update technology – we revolutionized how teams work.
Turning Data into Dollars
By partnering closely with analytics teams, we painted a clear picture of where improvements would matter most. This wasn't just about better metrics – it translated into real investment, securing $500K for automation features that could make a difference when every minute counts.
Winning (Stakeholder's) Hearts and Minds
Getting executive buy-in isn't just about showing numbers – it's about telling the right story. I helped leaders see beyond the code to understand how these changes would transform daily operations. We focused on what mattered: making Southwest's operations more responsive and efficient.
Putting People First
The best solutions come from understanding real frustrations. By listening to operators' daily challenges, we created workflows that felt natural and intuitive. The result? A 30% jump in user satisfaction – proving that when you focus on people, the numbers follow.
Understanding Southwest's DNA
We knew that transforming a 25-year-old system meant first understanding the people who kept it running. By embedding ourselves with Southwest's Superintendent of Dispatch (SOD) team, we discovered something remarkable – their ability to keep operations smooth despite aging technology.
Our real insights came from walking the operations floor. Working side-by-side with InFlight and FlightOps teams showed us:
✦ How they navigate daily challenges
✦ Where the current system helps or hinders
✦ What "quick fixes" they'd created to get things done
The Real Challenges on the Ground
At Southwest, we found experienced operators doing incredible work despite their tools, not because of them. Think of it like expert pilots flying with outdated instruments – they made it work, but at what cost?
✦ Wrestling with legacy systems
Skilled operators had created elaborate workarounds just to get through their day. Imagine building a house while your tools keep changing – that's what they faced daily.
✦ Fighting Against Time
Every system crash meant precious minutes lost during critical operations. In an industry where minutes equal miles, these delays had real impact on Southwest's ability to keep planes moving.
✦ Human vs Machine
Teams were doing complex calculations manually that could be automated. It's like having a calculator but still doing long division by hand – not because you want to, but because you have to.
✦ Inflexibility Boxed In by Technology
The system's limitations meant missing opportunities for smarter operations. Operators could see better ways to work but were constrained by rigid, outdated technology.
Affinity mapping & understanding needs
We didn't just want to understand the system – we needed to understand its heartbeat. By shadowing InFlight and FlightOps teams, we saw firsthand how they navigate their daily challenges. Like anthropologists studying a complex ecosystem, we mapped out how teams actually work, not just how the system said they should.
By embedding ourselves with Southwest's operations teams, we built a clear picture of their reality. Each day on the ops floor added to our understanding, transforming individual pain points into a strategic roadmap for change.
Key Opportunities for Transformation
Our deep dive into Southwest's operations revealed six critical areas where we could drive significant impact. Each opportunity represented a chance to transform how teams work, make decisions, and keep planes flying.
Smarter Analysis
Give operators instant access to the insights they need. Like upgrading from a basic compass to a GPS – helping teams navigate complex decisions with confidence.
Power of Automation
Cut planning time by 30% through smart automation. Imagine giving operators back hours in their day to focus on what humans do best: handling the unexpected.
Seamless Communication
Teams reported 30% higher satisfaction with streamlined information flow. When every minute counts, crystal-clear communication makes all the difference.
Personalize Tools
Create adaptable workspaces that fit each team's needs. Just as pilots customize their cockpit setup, operators need tools that work their way.
Peak Performance
Build a system that keeps up with the speed of operations. No more waiting for screens to load during critical decisions.
Efficient Training
Design intuitive interfaces that reduce training time and boost confidence. The goal: have new team members contributing effectively faster.
Building Our Flight Plan: Roadmap for Feature Prioritization
Just as pilots carefully plan their route, we mapped out our transformation journey with Southwest's teams. Through interactive workshops, we identified the features that would make the biggest impact on daily operations.
Our redesigned OpsSuite became the bridge between Southwest's operational expertise and modern technology. Think of it as giving expert pilots a next-generation cockpit – familiar enough to trust, advanced enough to transform how they work.
Design innovations
Ever try to find one critical message in a thousand emails? That's what Southwest's operators faced daily. We transformed this experience by focusing on three key innovations:
Smart Priority System
Made critical data rise to the top automatically – like having an expert co-pilot who knows exactly what you need to see and when you need to see it. This wasn't just about organization; it was about confidence in critical moments.
Custom Controls
Built sorting tools that adapt to each operator's needs. Imagine having your own personal mission control panel. Our data showed operators making faster, more confident decisions.
Intelligent Alerts
Created a system that doesn't just notify – it prioritizes. Real-time alerts now cut through the noise, helping teams spot and solve problems before they cascade into major disruptions.
A New Chapter in Aviation Operations
Our transformation of Southwest's OpsSuite proved that modern UX design can revolutionize airline operations. Despite challenges – team changes, user resistance, strict contracts, and skill gaps – our strategic approach kept us on course. Through smart documentation, gradual improvements, careful management, and collaborative learning, we didn't just update a system – we set new standards for aviation operations.
Delivered measurable results:
✦ 20% faster response to irregular operations
✦ 30% reduction in manual data entry
✦ 25% jump in operator satisfaction
