Responsive Web Vacation Booking Application

overview

Air Canada works with several unions which cover a variety of their employees - from flight attendants to cargo personnel.

To abide by union rules, Air Canada has complicated vacation booking process which takes place annual over the span of a month.

challenge

Air Canada union employees have a complicated IN-PERSON PAPER-BASED process to book their vacation for the year. Our challenge was to transform this paper system to an online experience. We had create a responsive site accessible from all devices at any time for all employees.

ROLE

Product Designer: Research • UX • UI

Worked with BA and Product Manager for upfront discovery. Continued the process with developers to implement the design.

research

Field Studies • Stakeholder Interviews • Proto-Personas

To gain a better understanding of the vacation bidding process, I went to Toronto Pearson airport. Hidden behind check-in desks and gates the Air Canada union employees line up outside the room waiting for their turn to select their annual vacation. Inside, plastered across the walls are scheduling sheets. Here, employees book their vacation. 
Additionally, I conducted stakeholder interviews with Air Canada's corporate division to gather the requirements.

design

User Scenarios • User Flows • Wireframes

Worked with the stakeholders determine the user scenarios and was able to create detailed user flows and wireframes.

FINAL DESIGN

To create a simple responsive design I used a card based design which would allow for items to be moved around easily.

results

Once the Vacation Bidding system was released two Air Canada employees were assigned to be the 'Call Center' for any problems. I joined the 'Call Center' for a few days to see if any critical issues appeared and to have first hand account of any user frustration.

Insights

Noticed some actions were not as easy to use such as moving standing bids around in the list when hearing feedback from the customers in the Call Center. We were able to make updates to the application based on the customer feedback.