Irish Aviation Authority

SaaS Product
Project Overview
The Irish Aviation Authority (IAA) is responsible for processing, managing and approving all types of aviation licenses and certifications. Currently, they process everything through paper forms and email. They hired ERS to build an online system that would fulfil all their needs. This project is still in development.
During this design sprint, we tackled the IAA's messaging system. The system is used for applicants and members of the public to submit queries to the IAA. The staff assign messages to either themselves or a colleague. They either answer the message or escalate the messages to a manager.
Design Sprint Day 1 - Map
On day one we hop on a call with the client and ask them some questions about their needs, pain points and expectations for the product. We then take this information and form 'How Might We...' statements. This allows us to re-frame the client's problems as opportunities for us to improve the product.We categorise all the 'How Might We' statements and then get the clients to vote on the ones they think are most important.
In the afternoon, we break up into groups to discuss the client's current workflows. I led a group of three and interviewed them about their daily tasks. These are the three main flows that the client highlighted to me.

'How Might We...' Statements

User Journeys

Day 2 - Research & Sketching
To kick off day two, we make a note of all the important features that the client wants. We then do some design research individually. I decided to focus on the question 'How might we direct messages to other departments?' and 'How might we show basic information about a message at a glance?'.
Now that I have some inspiration I start to sketch out my ideas. I use different elements from my design research to create a unique design to show to the client.In this flow, the user receives a message that they are unable to reply to. The user decides to escalate this message to their manager.

Inspiration

Paper Prototype

Day 3 - Decide
Today we have another call with the client to show them our sketches. We present our design research and sketches to the client, explaining them in detail. The client then votes on features/elements that they think are important. As a team we then discuss the feedback and decide what user flows & design elements we will use in the high fidelity prototype.
Day 4 - Prototyping
We divide up the different user flows between us. I designed the screens for the flow where the user escalates a message to their manager.

My Messages Dashboard

Escalate a Message

Day 5 - User Testing
This is the last day of the design sprint and it's finally time to test our prototype. We schedule 1-on-1 meetings with the client to conduct one-hour-long usability testing sessions. We have eight testers for this design sprint and I led two of the usability testing sessions. We give the tester a set of tasks to complete. We encourage them to think out loud while carrying out the tasks.
We also ask some general feedback questions at the end of each session and invite the test to make suggestions on how we can improve the prototype. Once we have gathered and analysed all the feedback from the usability testing we decided what amendments we need to make to the prototype. We also have a round-up meeting with the developers to answer any questions/concerns they have about the prototype too.

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