6.1 The development process
In the beginning, the background research and analysis was performed. In this early
stage, one of the most important aspects that came up was to change the definition of
the crew controllers work task; the task is to solve alarms, not spending time detecting
them. This became the basis for the entire design, through all of the prototypes.
At an initial visit at British Airways, the following information in a system that would
support the work from the users personal point of view were revealed to us:
§ To what destination are the flight / cabin crew and aircraft designated to a
service at any point during the day. The system would be real time and would
take into account any delays affecting these resources (aircraft presently elsewhere
with a slot delay or flight crew elsewhere on a tech aircraft). This would be useful
on the example as there is no point re-crewing the night stop if it will be operated
on the same aircraft and will be late anyway.
§ It would be useful if all of this information were available through clicking on a
flight number on the screen.
§ What standbys is there that could operate the itineraries with the licenses
required; there is no need to see other licensed crew but to have the facility to do
this if required.
§ Where delays are in the system and to be able to easily identify the nature of the
delay while dealing with tech aircraft in a different way to slot delays.
§ Crew hours are often an issue so if it would be possibly to see what crew hours
are without the need to make calculations, both legal and industrial.
After creating the analysis, and considered the users personal opinions and wishes, there
was a workshop with a group of experts in Interaction Design, where findings from the
user and task analysis were presented. The purpose of the workshop was to discuss the
initial design, but in the end it became a very useful discussion on the controllers new
role using the system, and what new ways of working there would be. From this
discussion, where new aspects were brought up, ideas to guidelines for the initial design
were derived.
The following table shows the prototype development phase:
Proto-
type # Design
Material Purpose of development Purpose of
testing Test Group
To attain a quick visualization of
Check the
the new work flow/tasks of the
technical
Descartes
crew controller
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