CAE Connect
Integration of crucial functionalities—billing, user management, record management and training documentation—into a unified platform. Collaborating closely with the strategy team, I envisioned a seamless user experience (UX) that not only streamlined operations but also enhanced customer satisfaction. Leveraging CAE's Cobalt Design System, we crafted an interface that facilitated effortless navigation and consistent user controls across all sections.
Challenges
Fragmented User Experience - Prior to the implementation of Connect, customers faced the challenge of navigating multiple disjointed systems to manage their billing, user accounts, and access training materials.
Complexity in Operations - Managing diverse functionalities across separate platforms resulted in increased operational overheads for both the airline and its customers.
Lack of Standardization - The absence of a unified design language led to inconsistencies in user interface elements and interactions, hindering usability.
Strategy
Holistic User Journey Mapping - I conducted research and collaborated with stakeholders to map out the end-to-end user journey, identifying pain points and opportunities for improvement.
Adoption of Cobalt Design System - Recognizing the importance of consistency and scalability, we adopted CAE's Cobalt Design System as the foundation for Connect's UI/UX design. This enabled us to streamline development efforts and ensure a cohesive experience across all sections.
Iterative Design Process - We embraced an iterative design approach, soliciting feedback from stakeholders and conducting usability testing to refine the interface and address user needs effectively.
Implementation
Unified Platform Architecture - Connect was architected as a single, integrated platform, consolidating billing, user management, and training documentation functionalities under one roof.
Intuitive Navigation - Leveraging Cobalt Design System's principles, we designed a navigation structure that facilitated seamless transitions between different sections while maintaining familiarity with user controls.
Responsive Design - Recognizing the importance of accessibility, Connect was developed with a responsive design approach, ensuring optimal user experience across various devices and screen sizes.
Results
Positive Customer Feedback: Following the launch of Connect to over 1,000 airline customers, we received overwhelmingly positive feedback regarding its ease of use and intuitive interface.
Time and Cost Savings: Connect significantly reduced the time and effort required for customers to manage their accounts, access training materials, and handle billing-related tasks, resulting in tangible cost savings for both the airline and its customers.
Improved User Engagement: By providing a unified and seamless experience, Connect enhanced user engagement and satisfaction, fostering stronger relationships between the airline and its customers.
