Context — The Heart of Airline Operations
The reservation system is the most critical component of the KIU suite, handling everything from simple bookings to complex multi-airline operations. Every second of downtime can result in significant losses for airlines.
The challenge was to create an interface that could handle the complexity of airline operations while maintaining simplicity for end users.
My role focused on designing an experience that balanced functional power with usability, ensuring that both experienced agents and new users could operate the system efficiently.
I need to be able to make a reservation in less than 30 seconds, but I also need access to all advanced options when I need them.
— Travel agent with 15 years of experience
The Challenge — Complexity vs Simplicity
The system had to handle hundreds of reservation parameters while maintaining an intuitive interface for users with different experience levels.
Research and Analysis
We conducted an exhaustive analysis of reservation workflows, interviewing agents, supervisors, and airline managers.
Users Interviewed
120+ agents
Workflows Analyzed
50+ processes
Airlines Studied
25+ operators
Key Findings
Insights that shaped the system
Critical Speed
Agents needed to complete reservations in less than 30 seconds to maintain competitiveness.
Workflow Flexibility
Different airlines had unique processes that the system needed to adapt to.
Error Management
Reservation errors can be costly, requiring a robust system of validation and correction.
Solution Strategy
The solution focused on creating an adaptive interface that could simplify common tasks while providing quick access to advanced functionality.
Design Solution
Adaptable and efficient reservation system
Adaptive Interface
System that adapts to user experience level and specific airline needs.
Optimized Workflow
Optimized reservation processes that reduce transaction time without sacrificing functionality.
Smart Validation
Validation system that prevents common errors and suggests corrections in real-time.
State Management
Robust system to handle complex reservation states and concurrent transactions.
Results and Impact
The reservation system significantly transformed operational efficiency:
Reservation Time
45% reduction
Reservation Errors
70% reduction
User Satisfaction
92% positive
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Simplicity in complex systems requires careful design of information and interaction.
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Critical systems must prioritize error prevention without sacrificing speed.
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Adaptability is key for systems serving multiple clients with unique needs.