1. eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

2. --------------------------- ---------------------------
mission critical: 2010-05-29
fun to use ---------------------------
uxcamp europe 2010
berlin
cindy dorfmann
interaction designer
advanced research
jeppesen
milan guenther
design consultant,
partner, eda.c
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

3. ---------------------------
01
jeppesen,
eda.c
---------------------------
02
design
principles
---------------------------
03
questions on ux
in technology
companies
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

4. ---------------------------
01
jeppesen,
eda.c
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

5. --------------------------- -----------------------------------------------
jeppesen
Jeppesen gathers, aggregates, layers and
optimises and delivers navigational data
from multiple sources, for various purposes.
– Founded 1934, producing aviation charts
– Part of the Boeing commercial division
~ 3000 employees working in 20 countries
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

6. --------------------------- --------------------------- ----------------------------------------------
eda.c eda.c is a strategic design consultancy.
We are focusing on the design of touch
points of organisations and people, and
the alignment of organisational identity,
architecture and experience.
We help our clients to engage with people
important to them. Our designs provide
the information and interaction capabili-
ties they need most according to their role
and use context.
We research, envision and (re)design all
system elements neccessary to support
this, resulting in new services, media or
products.
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

7. ---------------------------
02
design
principles
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

8. --------------------------- --------------------------- ----------------------------------------------
02.01 CAPTAIN MONITOR MONITOR Failure will lead to desaster.
Defer takeoff flaps Ground Ground, Company
mission-critical
Busy frequency FIRST
Set flaps before takeoff Defer communication
Contact Ground when possible
OFFICER
Unfamiliar with airport/taxi route
Design has to support security by incre-
design Verify with FO TAXI CLEARANCE
+ Acknowledge clearance
Unfamiliar taxi
+ Form mental picture of taxi route asing situational awareness. Users are
instructions
+ Form mental picture of taxi route
+ Confirm CA’s understanding of route + “Clear” ramp area
+ Verify ramp area clear
+ MONITOR
Ice/Snow
De-icing checklist trained professionals who need flexibility.
Consult
airport traffic Systems configuration? + MONITOR
(APU, Packs) taxi progress charts
FIRST + “Clear” turns per instructions
OFFICERShut down one engine?
+ APU off-loaded 2 min
Delay
New/ Additional
MONITOR
CA taxiing
Therefore designers must always balance
+ “Clear” turns
Just-in or new
before shuttingRestart it before takeoff
down taxi instructions
Acknowledge instructions
operational system requirements and user
load data
Calculate & reset
FO busy Repeat checklist
Defer checklist
Form new mental picture
FMC: program/verify
needs, and take the legacy into account.
Performance data Continue to monitor
CA
+ Identify/remember turns
+ Follow hold-short instructions Inform Company (new #s, delays)
+ Identify/Remember aircraft to follow Have CA cross check #s
Check
accuracy
Change in takeoff runway
Accept new runway? Interruption + Switch to Tower frequency
Consult charts Brief new runway
Remember to ask Resume checklist
+ MONITOR
Tower frequency
Design principles:
again when FO available
– Design for the operational tasks,
+ FMC update
TAKEOFF CLEARANCE
+ Acknowledge clearance
+ Confirm CA’s understanding
– exceptions and critical situations
+ Strobes – Automate the non-critical
+ Landing lights
+ Shoulder harnesses Change in
takeoff sequence + “Clear” runway
+ Radar?
Rush/repeat checklist – Design for the physical context
+ Verify runway clear
TAKEOFF – Enable system/resource redundancy
+ Take control of aircraft while finishing checklist
– Find out when your design is at the
– center of attention, and when is it not
– Fight complexity, but support flexibility
– Attempt to make things obvious
– Be aware of technology and certification
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

9. --------------------------- --------------------------- ----------------------------------------------
02.02 Viewing ≠ Seeing
declutter
More and more traffic leads to an over-
information
whelming mass of data and information.
The industry is shifting from paper media
to digital systems. With this change, we
have the possibility to display information
according to the current context.
Design has the power to communicate
facts quickly and comprehensively by
(visual) encoding and priorisation.
Design principles:
– Reduce as much as possible
– Work with visual hierarchies
– Add other media when adequate,
– such as alarm sounds
– Base on legacy codings and symbols
– Adhere to standards and regulations
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

10. --------------------------- --------------------------- ----------------------------------------------
02.03 Use opportunities.
re-shaping to
Professional applications are subject to
business and
extensive regulations and disruptive
user needs revolutions from business or user side.
They are used by highly trained but also
very demanding professionals.
Designers working in this field should
look ahead to upcoming changes in re-
gulation, technology, business or usage,
and provide answers just in time when
the questions arise.
Ideas and patterns very often come from
outside your own field. It is always a mix
of domain-specific and globally applica-
ble design principles.
More than being usable and useful, we
have to design systems people like to
use.
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

11. ---------------------------
03
questions on ux
in technology
companies
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

12. --------------------------- ----------------------------------------------
03 #1
How can we overcome pure operational
questions on ux
usability / human factors thinking to also
in technology address the „Joy of Use“ in our designs?
companies
#2
What is the best place of the UX practice in
such an organisation? Centralised, project-
oriented, external?
#3
How can UX have an impact on the way a
company does business?
#4
How do we balance innovative ideas with
legal requirements and legacy?
#5
Is it possible to create ONE overarching UX
for an entire organisation like Jeppesen?
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.

13. --------------------------- -------------------------------------------------
danke danke jeppesen / advanced research
cindy dorfmann, interaction designer
cindy.dorfmann@jeppesen.com
www.jeppesen.com
eda.c
milan guenther, partner
milan.guenther@eda-c.com
www.eda-c.com
@eda__c
eda.c / Jeppesen proprietary. Unauthorized duplication or reproduction of these images without written permission of eda.c / Jeppesen is prohibited.