Due to the confusing and over-customized layout of the Emergency Communications admin screen, managers often made poor choices about alert level triggers, which often caused excessive notifications to travelers for low risk incidents.
Many travelers began to turn messaging off, leading to a potentially dangerous scenario in the event of a real emergency.
All parts of the traveler journey were explored – Did they have the App? Did they register for crisis services? Were their travel plans known to the system? Was this the first time using the service? Did they experience a personal emergency during the trip?
Within the context of a realistic, overaching and escalating crisis event, each traveler scenario was analyzed and a more reasonable level of communication cadence was established as a baseline.
The message configuration screens for managers were simplified and re-designed to allow them to “dial-in” the level and types of communications they wanted in plain language and simpler UI controls.
The mockups were used for user testing with international Security teams to validate all their needs, wants and wishes to fully define the new service model. This research and design effort was a significant improvement and feature to the new major release of the core company product.
Figma, Leonardo AI, Stable Diffusion (for storyboarding)
