Qantas Airways
Qantas Airways
Client: Qantas Airways
Faced with an overly complex and difficult-to-use interface, Qantas sought to overhaul the touch panels in their auditorium. The existing system's visualization was confusing and cumbersome, making it challenging for both general users and the Qantas staff who rely on it. The task was to reimagine the interface to be significantly simpler for everyday use, while still maintaining the necessary complexity for trained operators handling more advanced functions. A key focus was the redesign of the BioBox touch panel, essential for managing various operational scenarios. The new interface needed to not only simplify navigation and usability but also integrate Qantas’s branding and support a wide range of user needs.
Based on user research and feedback, it was clear that a more visual approach was needed to address the complexity of the existing interface. The redesigned touch panel interface emphasises simplicity and usability while retaining the advanced controls required for complex operations. The visual layout has been streamlined, with actions separated into a simple and clear menu structure to avoid overwhelming the user. This approach allows users to quickly access essential functions without being confronted by unnecessary details. The BioBox touch panel, central to managing events and crisis situations, now features a 3D room visualisation, offering a clear and immediate understanding of the system’s layout and controls. This design enhances user interaction by making the interface easier to operate, even in high-pressure situations. Throughout the process, Qantas’s branding was seamlessly integrated, ensuring that the interface aligns with the company’s identity and operational needs.
The existing interface was overwhelmingly complex, making it difficult for both general users and trained operators to navigate. The cluttered menu structure and poor visualisation led to frequent user frustration and operational errors. There was also a need to factor in additional new technology, which added further complexity to the design. The project required addressing three different areas, each with varying levels of controls and functions, while ensuring consistency across different screen sizes. Balancing these factors without compromising usability was a significant challenge.
As a start, a comprehensive analysis was conducted to gain a deep understanding of the specific needs and pain points of the users. Detailed feedback from Qantas staff and stakeholders was collected to identify the most critical usability issues. Insights were organised using affinity mapping, grouping the findings into common themes to highlight key areas of concern. From these clusters, a series of recommendations were developed to ensure all stakeholders were aligned with the proposed approach:
- Clear Menu Structure: Implement a well-organised menu with logical grouping, making it easy for users to find the functions they need without excessive navigation.
- Contextual Controls: Display only the controls that are relevant to the current menu, reducing visual clutter and preventing users from feeling overwhelmed or confused.
- Clear Labelling: Ensure that all controls are clearly labelled with intuitive names, making it immediately apparent what each function does and minimising the risk of incorrect operation.
- 3D Visuals for Space and Technology Control: Incorporate 3D visuals that allow users to clearly identify the space and technology they are controlling, providing a visual representation that aids in understanding and operating the system effectively.
- Visual Consistency: Maintain a consistent layout across all screens to reduce the learning curve and prevent operational errors.
Based on the proposed recommendations, the following problem statement was developed to guide the redesign process:
"Simplify the touch panel interface to reduce complexity and enhance user-friendliness, thereby minimizing user frustration and operational errors."
Before diving into UI design, it was crucial to understand the complexity from a technical perspective. This involved mapping out how the technology interconnects, identifying the necessary actions, and acknowledging any limitations. Using this insight, a revised user journey was developed to anticipate the thought process of an end user when operating the system.
Based on the revised user journey, a simplified menu structure was proposed, grouping similar tasks under a main menu to streamline navigation. Clear and intuitive labeling was essential to ensure users understood the functions at a glance.
With the approved menu structure in place, the number of required functions for each submenu was clearly defined. Wireframes for all pages were created to ensure that no essential functionality was overlooked, providing a comprehensive visual representation of the interface layout.
Engaging developers early in the process at the wireframe stage was key to ensuring feasibility and reducing back-and-forth iterations. This collaboration not only confirmed that the proposed design was technically viable but also led to valuable suggestions that improved functionality. With their approval, the wireframes were refined and finalised for all pages.
Following the developer sign-off, mid-fidelity wireframes were created and tested with selected stakeholders and key staff using an iPad. Participants were assigned specific tasks to evaluate the usability of the new menu structure and navigation. While the menu structure and tabs performed well, some labels still caused confusion. To address this, icons were incorporated alongside the labels to further clarify the interface.
The redesigned touch panel interface led to significant improvements in user engagement and system usability. Trained staff reported increased engagement, as the system became easier to navigate and control. The visual representations provided clear feedback, making it immediately apparent what actions were being taken. This clarity reduced the hesitation and fear previously associated with operating the system, empowering staff to use it confidently. The new system UI has also set a benchmark for future installations, establishing a higher standard for usability and design in subsequent systems.
