Aviation: ERP system and B2C app

B2E, B2B and B2C

About

The company provides aviation services for private aircraft owners and individuals wishing to take a private flight. The system must support flight dispatchers, the accounting department and the end customer throughout the entire order process, from planning and tracking to invoicing.

My role

Conducting workshops with stakeholders and users to gather requirements
Developing a product vision based on in-depth interviews with five user segments
Designing concepts and testing design solutions
Overseeing the transition of final mock-ups to development
Maintaining project documentation at junior business analyst level

Discovery

I conducted an in-depth study involving 22 employees from 5 departments. I identified recurring errors, inefficiencies, issues and strengths. This enabled me to develop a product vision
I observed which programmes employees currently use to carry out their processes
Since no similar software is available, I used an indirect analysis of competitors to gather ideas and patterns for the end-user application. For this, I looked at indirect competitors such as service booking platforms, taxi-hailing apps, and other service platforms

I created my own template to analyse and present the results to stakeholders

Link: Template for Research Results Presentation

Concept for key dashboards & fast testing

Key figures on the dashboard are

reference various sources, such as NATAM, national legislation, internal documentation, short-term and open-ended agreements, contracts, etc.
interconnected; for instance, a message from a provider is linked to the crew, flight, aircraft, contracts with customers and providers, as well as invoices.
used in calculations. For instance, the fuel price takes into account the fuel rate, markup, discount, discrepancies in the flight cost rate, and currency differences.
used to verify agreements, flight permits, authorisation to operate in a specific country and airport operating hours.

Architecture for B2E, B2B and B2C needs

Through in-depth interviews, I determined that this information is used by different roles and will potentially be reused in external applications for end customers and providers. Therefore, I designed the information architecture to support these roles and applications.

To ensure component reusability and continuity of the dashboard across different roles, I designed a unified dashboard and user interface that allows customisation of access to information and entities based on the user's role, the entity's status and the task at hand.

I designed a process for managing shared orders, both internally and with providers. Providers have a separate login and can access order information, collaborate on orders, exchange correspondence and share documents, but their access is limited.

This enhancement

Minimises errors and inaccuracies when processing orders
Reduces processing time
Develops a solution ready for sale to suppliers and other airlines.

Mobile App

I designed a mobile app to help user book flights and other services.

During interviews, I discovered that users often need to change the time and date of their flights, the number of passengers travelling, and the services they require. As each change requires several rounds of approval from the flight dispatcher, the app has been designed to streamline the process of handling changes and cancellations.

Another major issue is on-site communication during landing and when meeting the crew. Currently, the user contacts the flight coordinator, who then spends time communicating with the contractor. The app includes a chat feature that connects people directly, serving as a single point of contact for users.

Order history and invoicing are also available on the app.

Concept for key dashboards and fast testing