Discover how I helped flight attendants speed up their in-flight food and beverage sales.
Product Design | 5 min read
A point-of-sale solution for iPad that allows flight attendants working with top Canadian airlines, to easily make sales, track inventory, and process payments in any state of connectivity. It accepts multiple types of payments on board, supporting customers' needs.
OVERVIEW
The problematic experience
The POS app developed at Guestlogix, being used by various airlines was not designed keeping in mind the importance of user research and experience. Poor interface and confused user flows made it an inefficient app for the target user - the flight attendants.
The major problem was the difficulty in locating products within the catalog, which significantly slowed down the selling process and led to a disappointing experience for flight attendants and passengers.
MY DESIGN PROCESS
studying the competition products
I researched existing POS solutions on the market and discovered that none provided an adequate user experience, with interfaces that were poorly designed. These solutions were not suitable for flight attendants, who needed to sell inflight quickly and efficiently due to the limited time available to serve passengers. The existing apps did not meet the demands of this high-pressure environment.
Pros
- Ability to accept multiple payment methods
- Detailed menu for the products
Cons
- Poor navigation
- Inability to set up product promotions
- Missing passenger pre-order requests
USER INTERVIEWS
After evaluating the problem, I conducted interviews with flight attendants to gain insights into their onboard selling process and identify the pain points associated with the current solution. Based on my research, I created the following persona.
USER FLOW MAP
Armed with my findings I created a user flow focused on making quicker sales and easy to access product catalog.
Wireframes
My next step was to create wireframes based on the improved user-flows that I worked on.
final design
A solution focused on rapid sales
After conducting extensive user research and studying the pain points of the target users, I designed an app that would help the flight attendants select items from the catalogue quickly, see pre-order requests and track delivery by referring to a seat map.
My solution helped flight attendants expedite the selling process, potentially increasing onboard sales.
