Context — Mission-Critical Operations
A Departure Control System (DCS) is the backbone of airline operations. It's used by ground staff, gate agents, and operations teams to manage flights, passengers, and aircraft from check-in through departure. Any downtime or usability issues directly impact flight operations, passenger experience, and airline revenue.
When I joined KIU, the DCS was an existing system that needed significant UX improvements to meet the demands of modern airline operations and support the suite's unified design language.
We need a system that's fast, reliable, and easy to use even during peak operational hours.
— Airline Operations Manager
The Challenge — Complexity Under Pressure
DCS systems must handle multiple concurrent operations: passenger check-in, seat assignments, baggage tracking, special services, gate management, and real-time flight status updates. All of this happens under time pressure during peak hours.
Research & Discovery
I conducted extensive research with operations teams, gate agents, and ground staff across multiple airlines to understand their workflows and pain points.
Users Interviewed
50+ operators
Airlines Studied
12 airlines
Operations Observed
100+ flight operations
Key Findings
Insights that shaped the redesign
Speed is Critical
Operations staff need to complete tasks in seconds, not minutes. The interface must support quick actions without navigation delays.
Information Density
Operators need access to all relevant information at a glance, but presented in a way that doesn't overwhelm.
Error Prevention
Mistakes in DCS can have serious operational consequences. The system must prevent errors through clear validation and confirmation patterns.
Design Solution
Key features and operational experience
Fast Check-in Flows
Streamlined check-in process with keyboard shortcuts and batch operations to handle high passenger volumes efficiently.
Real-time Flight Status
Live updates of flight status, gate assignments, and passenger counts with visual indicators for immediate awareness.
Integrated Seat Management
Seat map integrated with passenger manifest, allowing quick seat assignments and changes with drag-and-drop interactions.
Baggage Tracking
Comprehensive baggage management system with tracking from check-in through loading, ensuring baggage accountability.
Results & Impact
The redesigned DCS system improved operational efficiency and user satisfaction:
Check-in Time
40% faster
User Satisfaction
85% positive
Error Reduction
60% fewer errors
-
Operational systems require a balance between information density and clarity.
-
Keyboard shortcuts and batch operations are essential for high-volume use cases.
-
Real-time updates must be non-intrusive but always visible.
-
Error prevention is more valuable than error correction in mission-critical systems.