.svg){kind=small}
The journey began with stakeholder mapping, which is defined as the process of identifying, diagramming, and prioritizing stakeholders by analyzing their influence and interest in a project. We wanted to understand the landscape, allowing us to identify key players and their perspectives, a crucial step toward harmonizing the Mega App project’s objectives.
I helped lead a team in mapping out the web of stakeholders for the in-flight ecosystem influencing our projects.
Next, we ventured into empathy mapping. I brought about questions like “What do users think and feel?” and “What are their pain points?” to help deepen everyone’s understanding of user needs, aspirations, and pain points.
This immersive activity placed everyone in the shoes of our end-users. Here are 4 different empathy maps created for the key stakeholders: Directors of Maintenance, Pilots, Cabin Crews, and Principals.
In this phase, I tasked each group to construct personas that embodied our users’ characteristics and motivations. Since personas breathe life into the user data that we constructed, these fictional characters became our compass, helping us make design decisions that resonated with four user groups.
Each team was responsible for creating personas of the 4 types of stakeholders: Directors of Maintenance, Pilots, Cabin Crews, and Principals.
With personas in hand, we embarked on crafting “How might we” (HMW) questions. I went over the problem that we had in hand to ensure that the team thoroughly understood what each user segment would use the Mega App for.
These HMW questions, not only challenge our thinking but also guided us toward creative solutions on how each user segment would be able to use the Mega App for their needs, effectively shifting our mindset from concerns to opportunities.
After providing them with instructions and examples, I timed the team with eight minutes to create as many sketches and ideas that came to mind.
This rapid-fire approach generated diverse design concepts that sparked creative and inspiring innovative solutions to incorporate existing features of other Bombardier Apps into the Mega App.
As a part of the last activity, we journeyed into journey mapping to visualize each stakeholder’s experience from start to finish. The journey maps provided a holistic view of each user’s use case of the Mega App.
I challenged each team with different perspectives and questions to encourage them to think of different pain points when using the app and opportunities for improvement.
I was handed the task of refining the myriad of “How Might We” (HMW) questions. I ensured that the “How Might We” questions were positively framed, rooted in real challenges and insights, and broad enough to encourage diverse thinking.
Questions on the list that were not focused, not actionable, or non-aligned with Bombardier’s mission to enhance user experiences were rewritten and voted out.
**Image is NDA protected.
The next challenge was to tackle Bombardier’s existing mobile apps and products. With an extensive list of features, I challenged our intern team with the question: What should be prioritized to include in the Mega App?
I proposed the team to use the Moscow Prioritization method, which categorized features into Must-haves, Should-haves, Could-haves, and Won’t-haves. This framework allowed us to determine the critical components for the Mega App’s success.
**Image is NDA protected.
After the prioritizing the feature list, we were able to quickly structure and label the groundwork for the Mega App. I had the privilege of leading our team of interns in crafting the user flow — a critical step in ensuring the has a user-friendly and intuitive experience.
With the help of three other interns, we meticulously mapped out the user’s journey, from opening the app to accomplishing their goals within the Mega App. Our goal was to anticipate each stakeholder’s primary needs and create a cohesive and logical structure that would make the Mega App a joy to use.
**Image is NDA protected.
.png)
