United Airlines Flight Dispatcher
United Airlines Flight Dispatcher
UX/UI Technical Case Study
01: Discovery & Research
Designing with Purpose: A Human-Centered UX Process that Drives Clarity, Empathy, and Impact
Stakeholder Interviews:
Contextual Inquiry in the Control Room:
To truly empathize with dispatchers, we conducted on-site observations during live operations. These shadowing sessions provided insight into the mental models and real-time decision-making strategies dispatchers rely on during weather disruptions, rerouting scenarios, and emergency alerts. We observed how dispatchers multitasked across multiple monitors, interpreted ASCII outputs, and filled gaps using paper logs and radio calls.
Legacy System Audit:
A technical audit of the ASCII-based dispatcher interface revealed its critical shortcomings—lack of graphical feedback, reliance on command-line inputs, difficulty parsing structured data, and severe latency in backend system updates. We also documented dependencies that made real-time updates and scalability impossible under the current architecture.
Journey Mapping:
Based on our observations and interviews, we created detailed journey maps outlining key workflows: dispatching a delayed flight, rerouting due to weather, initiating an emergency alert, and communicating with field crews. These helped us visualize system gaps, edge cases, and friction points in both normal and high-stress scenarios.
Competitive & Heuristic Analysis:
We conducted a comparative analysis of modern control system UIs, including FAA, NASA, and military command centers, to benchmark best practices in real-time visual communication, alert management, and multi-layered data visualization. These insights shaped our early hypotheses around layout, prioritization, and data density.
Key Findings / Pain Points Identified:
Fragmented tools requiring constant system-switching
Lack of real-time data updates due to backend limitations
High cognitive load from dense ASCII code and non-intuitive commands
No visual prioritization of alerts or critical incidents
Steep learning curve for new dispatchers
Poor accessibility for users with visual strain or non-technical backgrounds
Outcome:
This research phase provided actionable insights that directly informed the information architecture, UI prioritization, and feature roadmap for the redesigned dispatcher application. It also helped build trust with the dispatcher team, ensuring their voices would remain central to the solution throughout the design process.
02 Problem Framing & UX Strategy
Problem Framing & Solution Design in Airline Operations: Enhancing Dispatcher Efficiency Through Targeted UX Strategy.
Problem Statement:
How might we equip dispatchers with a unified, real-time operational interface that reduces cognitive load and supports proactive decision making during routine and irregular operations.
To modernize United Airlines’ flight dispatch operations, we first reframed the problem through the lens of dispatcher efficiency, safety-critical decision-making, and system interoperability. Legacy tools were functionally rich but lacked usability, requiring dispatchers to mentally stitch together weather data, flight plans, aircraft status, and airspace constraints especially under pressure.
Using insights from stakeholder interviews and workflow observations, we mapped friction across four key areas:
Fragmented systems requiring manual cross-referencing
Poor visual hierarchy in high-density data environments
Latency in weather and aircraft updates
Steep learning curve for new dispatchers due to legacy UI conventions
Our UX strategy focused on delivering:
A modular, information-rich interface that surfaces the right data at the right time
Semantic visual hierarchy to prioritize urgency and clarity
Customizable alerting and filtering tools for proactive control
WCAG-compliant UI patterns to ensure accessibility and clarity at scale
Operational consistency across multiple roles and device contexts
By framing the dispatcher not just as a user, but as a mission-critical operator, we elevated usability into a safety and efficiency imperative—guiding every design decision with precision, empathy, and operational fidelity.
03: Architecture & Workflow
Designing Structure for Speed: Scalable UX Architecture that Powers Precision in Airline Operations
With our problem defined and strategy in place, we focused on building an architecture that could support the speed, clarity, and reliability required in real-time dispatch operations. Legacy systems offered deep functionality but lacked a coherent flow—critical information was scattered, interactions were inconsistent, and workflows didn’t match the cognitive patterns of experienced dispatchers.
To address this, we mapped the end-to-end dispatcher journey across key operational phases:
Pre-Flight Planning (route selection, NOTAM checks, weather overlays)
Flight Release & Pushback (coordinating fuel, equipment, and departure clearance)
En Route Monitoring (weather tracking, reroute scenarios, inflight messaging)
Disruption Management (IRROPS coordination, diversions, recovery planning)
We restructured the information architecture around task-centric modules, each optimized for speed, glanceability, and multitasking:
Flight Strip Overview Panel – a collapsible column summarizing flight status, alerts, and timelines
Dynamic Map Layer – visual overlays for aircraft position, METAR/TAF data, turbulence zones, and route deviations
Message Center – integrated ACARS feed, pilot/dispatcher chat, and system advisories
Action Console – quick-access controls for reroutes, redispatch, and recovery tools
Each component was grounded in dispatcher feedback and validated through usability testing. The result was a modular system that reflected real-world mental models and reduced time spent toggling between screens or systems.
To support future scalability, we designed the architecture to be role-adaptive—so junior dispatchers, chief dispatchers, and operations managers could all engage with the same platform at varying depths of complexity.
Ultimately, this redesigned architecture ensured dispatchers could move seamlessly from planning to recovery without losing situational awareness—reducing cognitive load while increasing operational confidence.
04: Wireframing & Prototyping
Design in Motion: Building Iterative Wireframes and Interactive Prototypes Grounded in Real-World Dispatcher Scenarios
With the redefined architecture in place, we transitioned into wireframing and prototyping to visualize and test core interactions before committing to high-fidelity design. Our goal was to balance dense operational data with clarity, enabling dispatchers to triage, monitor, and act quickly—especially in high-stakes, time-sensitive conditions.
We began with low-fidelity wireframes, sketching key task flows including:
Flight release workflows
Reroute and redispatch sequences
Disruption response (e.g., weather diversions, airport closures)
ACARS messaging and pilot communication threads
Each screen was organized around modular layouts with clear spatial hierarchy:
Top-level nav for global alerts and airspace filters
Left-side flight queue with real-time status and priorities
Central map module with dynamic overlays and weather integration
Contextual action panels based on flight selection (fuel requests, reroutes, NOTAM access)
Once validated internally, we developed mid- to high-fidelity interactive prototypes using tools like Figma and Principle. These prototypes simulated realistic scenarios, such as:
Approaching convective weather triggering visual alerts
Dispatcher-initiated reroute triggering downstream coordination
Simultaneous management of multiple aircraft in different operational states
We conducted think-aloud testing sessions with United dispatchers at multiple experience levels—from new hires to veterans—to evaluate usability, task efficiency, and mental model alignment. Key refinements included:
Prioritizing keyboard shortcuts and tab navigation for speed
Reorganizing weather tools into a collapsible overlay for map clarity
Introducing color-coded urgency tiers and iconography for faster triage
The prototyping phase allowed us to rapidly iterate and stress-test design assumptions in a controlled, feedback-rich environment. It also served as a bridge between vision and reality—ensuring that what we designed could scale, integrate, and function within United’s operational context.
05: User Testing & Validation
Tested by Dispatchers and Proven in Action, this UX was Validated to Perform Under the Demands of High-Stakes Flight Operations.
User testing was a critical phase in ensuring our redesigned dispatcher tools met the real-world demands of flight operations. Given the high-stakes nature of dispatch work, we prioritized realism, role diversity, and scenario-based validation throughout our testing strategy.
We conducted multiple rounds of usability testing with both veteran and junior dispatchers, simulating everyday operations as well as irregular ops (IRROPS) scenarios. Testing formats included:
1:1 Think-Aloud Sessions using interactive prototypes
Scenario Walkthroughs based on actual dispatch logs (e.g., weather diversions, reroutes)
A/B Testing of interface variants to validate layout efficiency and alert prioritization
Key Metrics We Evaluated:
Time-on-task for critical actions like rerouting or redispatching
Error rate in interpreting alert severity and aircraft positioning
User confidence and trust in automated weather overlays and flight status updates
Clarity of visual hierarchy during moments of high cognitive load
Key Insights & Design Refinements:
Urgency tiers needed more differentiation—we refined the visual language for normal, caution, and critical statuses using color, iconography, and proximity
Dispatchers wanted persistent situational awareness—we introduced mini-map insets and hover previews for nearby flights
Pilot communication needed to be more discoverable—we elevated the ACARS message thread with inline threading and timestamp clarity
Newer users struggled with map-layer complexity—we added onboarding overlays and simplified default views
We also collected qualitative feedback that highlighted the emotional impact of better-designed tools—veteran dispatchers expressed greater confidence, while newer team members reported reduced stress and learning curve.
The validation process confirmed that our design reduced cognitive load, improved decision-making speed, and preserved situational clarity during both routine and disrupted operations. These findings became essential in securing cross-functional buy-in for implementation.
06: Visual Design & Accessibility
Designing for Clarity and Inclusivity: A Scalable, Brand-Aligned UI System Built to Empower Dispatchers Through Accessible Visual Hierarchy, Semantic Cues, and Operational Precision.
With the interaction patterns validated through testing, we moved into high-fidelity visual design—crafting a modern, scalable interface that supported rapid cognition, operational clarity, and inclusive access for dispatchers across experience levels.
Our visual design system was built with the dual mandate of aeronautical precision and brand alignment with United Airlines. We emphasized a clean, structured layout with strong visual hierarchy, ensuring dispatchers could focus on critical alerts without visual noise or cognitive overload.
Comprehensive Design System
Designed a developed a unified, scalable design system purpose-built for operational use cases. This system was fully aligned with United’s digital brand guidelines and implemented as a centralized Figma library for maximum reusability, team collaboration, and cross-application consistency across flight ops tools.Semantic Visual Hierarchy
Each element in the interface adhered to a defined semantic level:Normal: passive or ambient updates
Caution: items requiring review or intervention
Critical: urgent alerts demanding immediate action
Reusable Component Library
Developed modular UI components in Figma within a centralized design system—ensuring consistency across all panels, dashboards, and controls. This system supported scalability, handoff efficiency, and future design sprints across flight ops tools.Custom Iconography & Map Overlays
We designed a consistent visual language across flight map interfaces — including:Custom icons for aircraft, reroutes, weather, and disruptions
Storm cell overlays, en route hazards, and delay indicators
All visual assets tested for contrast, legibility, and rapid recognition — across daylight and nighttime viewing conditions
The result was a resilient, brand-aligned user interface that maintained performance and clarity under pressure—delivering a confident and inclusive experience for all dispatchers, regardless of ability or stress level.
07: Engineering Handoff & Iteration
Seamless Handoff from Design to Code: Delivering Developer-Ready Specs, Aligning on Logic, and Iterating with Real-Time Feedback to Ensure Flight-Ready UX Implementation
With the visual system finalized and usability validated, we entered the engineering handoff phase—translating our design work into actionable, production-ready assets while maintaining alignment with development constraints and timelines.
To ensure a smooth transition, we prepared a comprehensive design-to-dev package that included:
Component-level specs (spacing, states, variants, interactions)
Interactive prototypes in Figma with annotated flows for key tasks
Accessibility requirements aligned with WCAG 2.1 AA guidelines
Design tokens and UI kit documentation for modular reuse
Edge case handling (e.g., reroute failures, data feed latency)
We hosted working sessions with engineering, QA, and product managers, walking through each module’s behavior, data dependencies, and responsive states. Since flight dispatch systems often rely on real-time data ingestion (weather feeds, ACARS, NOTAMs), we collaborated closely to ensure UI responsiveness would scale with backend updates—especially during irregular operations.
Interation Cycle Highlights:
During development sprints, we ran weekly design QA audits and submitted annotated feedback via Jira and Zeplin
Discovered and resolved misalignments in dynamic weather overlays and flight status refresh logic
Adjusted map performance for low-latency interaction, refining panning and zoom logic across browser types
Added fallback states and skeleton loaders to reduce perceived latency for data-heavy views
Our iterative loop continued post-MVP, with additional refinements based on dispatcher feedback during shadowing and pilot rollout. Thanks to this tight feedback loop, we were able to preserve the integrity of the design vision while ensuring technical feasibility and system performance.
Ultimately, the engineering handoff wasn’t a final step—it was an integrated, agile collaboration that ensured the experience delivered in production matched the precision, clarity, and operational fluidity dispatchers needed in real time.
More Works
United Airlines Flight Dispatcher
UX/UI Technical Case Study
01: Discovery & Research
Designing with Purpose: A Human-Centered UX Process that Drives Clarity, Empathy, and Impact
Stakeholder Interviews:
Contextual Inquiry in the Control Room:
To truly empathize with dispatchers, we conducted on-site observations during live operations. These shadowing sessions provided insight into the mental models and real-time decision-making strategies dispatchers rely on during weather disruptions, rerouting scenarios, and emergency alerts. We observed how dispatchers multitasked across multiple monitors, interpreted ASCII outputs, and filled gaps using paper logs and radio calls.
Legacy System Audit:
A technical audit of the ASCII-based dispatcher interface revealed its critical shortcomings—lack of graphical feedback, reliance on command-line inputs, difficulty parsing structured data, and severe latency in backend system updates. We also documented dependencies that made real-time updates and scalability impossible under the current architecture.
Journey Mapping:
Based on our observations and interviews, we created detailed journey maps outlining key workflows: dispatching a delayed flight, rerouting due to weather, initiating an emergency alert, and communicating with field crews. These helped us visualize system gaps, edge cases, and friction points in both normal and high-stress scenarios.
Competitive & Heuristic Analysis:
We conducted a comparative analysis of modern control system UIs, including FAA, NASA, and military command centers, to benchmark best practices in real-time visual communication, alert management, and multi-layered data visualization. These insights shaped our early hypotheses around layout, prioritization, and data density.
Key Findings / Pain Points Identified:
Fragmented tools requiring constant system-switching
Lack of real-time data updates due to backend limitations
High cognitive load from dense ASCII code and non-intuitive commands
No visual prioritization of alerts or critical incidents
Steep learning curve for new dispatchers
Poor accessibility for users with visual strain or non-technical backgrounds
Outcome:
This research phase provided actionable insights that directly informed the information architecture, UI prioritization, and feature roadmap for the redesigned dispatcher application. It also helped build trust with the dispatcher team, ensuring their voices would remain central to the solution throughout the design process.
02 Problem Framing & UX Strategy
Problem Framing & Solution Design in Airline Operations: Enhancing Dispatcher Efficiency Through Targeted UX Strategy.
Problem Statement:
How might we equip dispatchers with a unified, real-time operational interface that reduces cognitive load and supports proactive decision making during routine and irregular operations.
To modernize United Airlines’ flight dispatch operations, we first reframed the problem through the lens of dispatcher efficiency, safety-critical decision-making, and system interoperability. Legacy tools were functionally rich but lacked usability, requiring dispatchers to mentally stitch together weather data, flight plans, aircraft status, and airspace constraints especially under pressure.
Using insights from stakeholder interviews and workflow observations, we mapped friction across four key areas:
Fragmented systems requiring manual cross-referencing
Poor visual hierarchy in high-density data environments
Latency in weather and aircraft updates
Steep learning curve for new dispatchers due to legacy UI conventions
Our UX strategy focused on delivering:
A modular, information-rich interface that surfaces the right data at the right time
Semantic visual hierarchy to prioritize urgency and clarity
Customizable alerting and filtering tools for proactive control
WCAG-compliant UI patterns to ensure accessibility and clarity at scale
Operational consistency across multiple roles and device contexts
By framing the dispatcher not just as a user, but as a mission-critical operator, we elevated usability into a safety and efficiency imperative—guiding every design decision with precision, empathy, and operational fidelity.
03: Architecture & Workflow
Designing Structure for Speed: Scalable UX Architecture that Powers Precision in Airline Operations
With our problem defined and strategy in place, we focused on building an architecture that could support the speed, clarity, and reliability required in real-time dispatch operations. Legacy systems offered deep functionality but lacked a coherent flow—critical information was scattered, interactions were inconsistent, and workflows didn’t match the cognitive patterns of experienced dispatchers.
To address this, we mapped the end-to-end dispatcher journey across key operational phases:
Pre-Flight Planning (route selection, NOTAM checks, weather overlays)
Flight Release & Pushback (coordinating fuel, equipment, and departure clearance)
En Route Monitoring (weather tracking, reroute scenarios, inflight messaging)
Disruption Management (IRROPS coordination, diversions, recovery planning)
We restructured the information architecture around task-centric modules, each optimized for speed, glanceability, and multitasking:
Flight Strip Overview Panel – a collapsible column summarizing flight status, alerts, and timelines
Dynamic Map Layer – visual overlays for aircraft position, METAR/TAF data, turbulence zones, and route deviations
Message Center – integrated ACARS feed, pilot/dispatcher chat, and system advisories
Action Console – quick-access controls for reroutes, redispatch, and recovery tools
Each component was grounded in dispatcher feedback and validated through usability testing. The result was a modular system that reflected real-world mental models and reduced time spent toggling between screens or systems.
To support future scalability, we designed the architecture to be role-adaptive—so junior dispatchers, chief dispatchers, and operations managers could all engage with the same platform at varying depths of complexity.
Ultimately, this redesigned architecture ensured dispatchers could move seamlessly from planning to recovery without losing situational awareness—reducing cognitive load while increasing operational confidence.
04: Wireframing & Prototyping
Design in Motion: Building Iterative Wireframes and Interactive Prototypes Grounded in Real-World Dispatcher Scenarios
With the redefined architecture in place, we transitioned into wireframing and prototyping to visualize and test core interactions before committing to high-fidelity design. Our goal was to balance dense operational data with clarity, enabling dispatchers to triage, monitor, and act quickly—especially in high-stakes, time-sensitive conditions.
We began with low-fidelity wireframes, sketching key task flows including:
Flight release workflows
Reroute and redispatch sequences
Disruption response (e.g., weather diversions, airport closures)
ACARS messaging and pilot communication threads
Each screen was organized around modular layouts with clear spatial hierarchy:
Top-level nav for global alerts and airspace filters
Left-side flight queue with real-time status and priorities
Central map module with dynamic overlays and weather integration
Contextual action panels based on flight selection (fuel requests, reroutes, NOTAM access)
Once validated internally, we developed mid- to high-fidelity interactive prototypes using tools like Figma and Principle. These prototypes simulated realistic scenarios, such as:
Approaching convective weather triggering visual alerts
Dispatcher-initiated reroute triggering downstream coordination
Simultaneous management of multiple aircraft in different operational states
We conducted think-aloud testing sessions with United dispatchers at multiple experience levels—from new hires to veterans—to evaluate usability, task efficiency, and mental model alignment. Key refinements included:
Prioritizing keyboard shortcuts and tab navigation for speed
Reorganizing weather tools into a collapsible overlay for map clarity
Introducing color-coded urgency tiers and iconography for faster triage
The prototyping phase allowed us to rapidly iterate and stress-test design assumptions in a controlled, feedback-rich environment. It also served as a bridge between vision and reality—ensuring that what we designed could scale, integrate, and function within United’s operational context.
05: User Testing & Validation
Tested by Dispatchers and Proven in Action, this UX was Validated to Perform Under the Demands of High-Stakes Flight Operations.
User testing was a critical phase in ensuring our redesigned dispatcher tools met the real-world demands of flight operations. Given the high-stakes nature of dispatch work, we prioritized realism, role diversity, and scenario-based validation throughout our testing strategy.
We conducted multiple rounds of usability testing with both veteran and junior dispatchers, simulating everyday operations as well as irregular ops (IRROPS) scenarios. Testing formats included:
1:1 Think-Aloud Sessions using interactive prototypes
Scenario Walkthroughs based on actual dispatch logs (e.g., weather diversions, reroutes)
A/B Testing of interface variants to validate layout efficiency and alert prioritization
Key Metrics We Evaluated:
Time-on-task for critical actions like rerouting or redispatching
Error rate in interpreting alert severity and aircraft positioning
User confidence and trust in automated weather overlays and flight status updates
Clarity of visual hierarchy during moments of high cognitive load
Key Insights & Design Refinements:
Urgency tiers needed more differentiation—we refined the visual language for normal, caution, and critical statuses using color, iconography, and proximity
Dispatchers wanted persistent situational awareness—we introduced mini-map insets and hover previews for nearby flights
Pilot communication needed to be more discoverable—we elevated the ACARS message thread with inline threading and timestamp clarity
Newer users struggled with map-layer complexity—we added onboarding overlays and simplified default views
We also collected qualitative feedback that highlighted the emotional impact of better-designed tools—veteran dispatchers expressed greater confidence, while newer team members reported reduced stress and learning curve.
The validation process confirmed that our design reduced cognitive load, improved decision-making speed, and preserved situational clarity during both routine and disrupted operations. These findings became essential in securing cross-functional buy-in for implementation.
06: Visual Design & Accessibility
Designing for Clarity and Inclusivity: A Scalable, Brand-Aligned UI System Built to Empower Dispatchers Through Accessible Visual Hierarchy, Semantic Cues, and Operational Precision.
With the interaction patterns validated through testing, we moved into high-fidelity visual design—crafting a modern, scalable interface that supported rapid cognition, operational clarity, and inclusive access for dispatchers across experience levels.
Our visual design system was built with the dual mandate of aeronautical precision and brand alignment with United Airlines. We emphasized a clean, structured layout with strong visual hierarchy, ensuring dispatchers could focus on critical alerts without visual noise or cognitive overload.
Comprehensive Design System
Designed a developed a unified, scalable design system purpose-built for operational use cases. This system was fully aligned with United’s digital brand guidelines and implemented as a centralized Figma library for maximum reusability, team collaboration, and cross-application consistency across flight ops tools.Semantic Visual Hierarchy
Each element in the interface adhered to a defined semantic level:Normal: passive or ambient updates
Caution: items requiring review or intervention
Critical: urgent alerts demanding immediate action
Reusable Component Library
Developed modular UI components in Figma within a centralized design system—ensuring consistency across all panels, dashboards, and controls. This system supported scalability, handoff efficiency, and future design sprints across flight ops tools.Custom Iconography & Map Overlays
We designed a consistent visual language across flight map interfaces — including:Custom icons for aircraft, reroutes, weather, and disruptions
Storm cell overlays, en route hazards, and delay indicators
All visual assets tested for contrast, legibility, and rapid recognition — across daylight and nighttime viewing conditions
The result was a resilient, brand-aligned user interface that maintained performance and clarity under pressure—delivering a confident and inclusive experience for all dispatchers, regardless of ability or stress level.
07: Engineering Handoff & Iteration
Seamless Handoff from Design to Code: Delivering Developer-Ready Specs, Aligning on Logic, and Iterating with Real-Time Feedback to Ensure Flight-Ready UX Implementation
With the visual system finalized and usability validated, we entered the engineering handoff phase—translating our design work into actionable, production-ready assets while maintaining alignment with development constraints and timelines.
To ensure a smooth transition, we prepared a comprehensive design-to-dev package that included:
Component-level specs (spacing, states, variants, interactions)
Interactive prototypes in Figma with annotated flows for key tasks
Accessibility requirements aligned with WCAG 2.1 AA guidelines
Design tokens and UI kit documentation for modular reuse
Edge case handling (e.g., reroute failures, data feed latency)
We hosted working sessions with engineering, QA, and product managers, walking through each module’s behavior, data dependencies, and responsive states. Since flight dispatch systems often rely on real-time data ingestion (weather feeds, ACARS, NOTAMs), we collaborated closely to ensure UI responsiveness would scale with backend updates—especially during irregular operations.
Interation Cycle Highlights:
During development sprints, we ran weekly design QA audits and submitted annotated feedback via Jira and Zeplin
Discovered and resolved misalignments in dynamic weather overlays and flight status refresh logic
Adjusted map performance for low-latency interaction, refining panning and zoom logic across browser types
Added fallback states and skeleton loaders to reduce perceived latency for data-heavy views
Our iterative loop continued post-MVP, with additional refinements based on dispatcher feedback during shadowing and pilot rollout. Thanks to this tight feedback loop, we were able to preserve the integrity of the design vision while ensuring technical feasibility and system performance.
Ultimately, the engineering handoff wasn’t a final step—it was an integrated, agile collaboration that ensured the experience delivered in production matched the precision, clarity, and operational fluidity dispatchers needed in real time.
More Works
United Airlines Flight Dispatcher
UX/UI Technical Case Study
01: Discovery & Research
Designing with Purpose: A Human-Centered UX Process that Drives Clarity, Empathy, and Impact
Stakeholder Interviews:
Contextual Inquiry in the Control Room:
To truly empathize with dispatchers, we conducted on-site observations during live operations. These shadowing sessions provided insight into the mental models and real-time decision-making strategies dispatchers rely on during weather disruptions, rerouting scenarios, and emergency alerts. We observed how dispatchers multitasked across multiple monitors, interpreted ASCII outputs, and filled gaps using paper logs and radio calls.
Legacy System Audit:
A technical audit of the ASCII-based dispatcher interface revealed its critical shortcomings—lack of graphical feedback, reliance on command-line inputs, difficulty parsing structured data, and severe latency in backend system updates. We also documented dependencies that made real-time updates and scalability impossible under the current architecture.
Journey Mapping:
Based on our observations and interviews, we created detailed journey maps outlining key workflows: dispatching a delayed flight, rerouting due to weather, initiating an emergency alert, and communicating with field crews. These helped us visualize system gaps, edge cases, and friction points in both normal and high-stress scenarios.
Competitive & Heuristic Analysis:
We conducted a comparative analysis of modern control system UIs, including FAA, NASA, and military command centers, to benchmark best practices in real-time visual communication, alert management, and multi-layered data visualization. These insights shaped our early hypotheses around layout, prioritization, and data density.
Key Findings / Pain Points Identified:
Fragmented tools requiring constant system-switching
Lack of real-time data updates due to backend limitations
High cognitive load from dense ASCII code and non-intuitive commands
No visual prioritization of alerts or critical incidents
Steep learning curve for new dispatchers
Poor accessibility for users with visual strain or non-technical backgrounds
Outcome:
This research phase provided actionable insights that directly informed the information architecture, UI prioritization, and feature roadmap for the redesigned dispatcher application. It also helped build trust with the dispatcher team, ensuring their voices would remain central to the solution throughout the design process.
02 Problem Framing & UX Strategy
Problem Framing & Solution Design in Airline Operations: Enhancing Dispatcher Efficiency Through Targeted UX Strategy.
Problem Statement:
How might we equip dispatchers with a unified, real-time operational interface that reduces cognitive load and supports proactive decision making during routine and irregular operations.
To modernize United Airlines’ flight dispatch operations, we first reframed the problem through the lens of dispatcher efficiency, safety-critical decision-making, and system interoperability. Legacy tools were functionally rich but lacked usability, requiring dispatchers to mentally stitch together weather data, flight plans, aircraft status, and airspace constraints especially under pressure.
Using insights from stakeholder interviews and workflow observations, we mapped friction across four key areas:
Fragmented systems requiring manual cross-referencing
Poor visual hierarchy in high-density data environments
Latency in weather and aircraft updates
Steep learning curve for new dispatchers due to legacy UI conventions
Our UX strategy focused on delivering:
A modular, information-rich interface that surfaces the right data at the right time
Semantic visual hierarchy to prioritize urgency and clarity
Customizable alerting and filtering tools for proactive control
WCAG-compliant UI patterns to ensure accessibility and clarity at scale
Operational consistency across multiple roles and device contexts
By framing the dispatcher not just as a user, but as a mission-critical operator, we elevated usability into a safety and efficiency imperative—guiding every design decision with precision, empathy, and operational fidelity.
03: Architecture & Workflow
Designing Structure for Speed: Scalable UX Architecture that Powers Precision in Airline Operations
With our problem defined and strategy in place, we focused on building an architecture that could support the speed, clarity, and reliability required in real-time dispatch operations. Legacy systems offered deep functionality but lacked a coherent flow—critical information was scattered, interactions were inconsistent, and workflows didn’t match the cognitive patterns of experienced dispatchers.
To address this, we mapped the end-to-end dispatcher journey across key operational phases:
Pre-Flight Planning (route selection, NOTAM checks, weather overlays)
Flight Release & Pushback (coordinating fuel, equipment, and departure clearance)
En Route Monitoring (weather tracking, reroute scenarios, inflight messaging)
Disruption Management (IRROPS coordination, diversions, recovery planning)
We restructured the information architecture around task-centric modules, each optimized for speed, glanceability, and multitasking:
Flight Strip Overview Panel – a collapsible column summarizing flight status, alerts, and timelines
Dynamic Map Layer – visual overlays for aircraft position, METAR/TAF data, turbulence zones, and route deviations
Message Center – integrated ACARS feed, pilot/dispatcher chat, and system advisories
Action Console – quick-access controls for reroutes, redispatch, and recovery tools
Each component was grounded in dispatcher feedback and validated through usability testing. The result was a modular system that reflected real-world mental models and reduced time spent toggling between screens or systems.
To support future scalability, we designed the architecture to be role-adaptive—so junior dispatchers, chief dispatchers, and operations managers could all engage with the same platform at varying depths of complexity.
Ultimately, this redesigned architecture ensured dispatchers could move seamlessly from planning to recovery without losing situational awareness—reducing cognitive load while increasing operational confidence.
04: Wireframing & Prototyping
Design in Motion: Building Iterative Wireframes and Interactive Prototypes Grounded in Real-World Dispatcher Scenarios
With the redefined architecture in place, we transitioned into wireframing and prototyping to visualize and test core interactions before committing to high-fidelity design. Our goal was to balance dense operational data with clarity, enabling dispatchers to triage, monitor, and act quickly—especially in high-stakes, time-sensitive conditions.
We began with low-fidelity wireframes, sketching key task flows including:
Flight release workflows
Reroute and redispatch sequences
Disruption response (e.g., weather diversions, airport closures)
ACARS messaging and pilot communication threads
Each screen was organized around modular layouts with clear spatial hierarchy:
Top-level nav for global alerts and airspace filters
Left-side flight queue with real-time status and priorities
Central map module with dynamic overlays and weather integration
Contextual action panels based on flight selection (fuel requests, reroutes, NOTAM access)
Once validated internally, we developed mid- to high-fidelity interactive prototypes using tools like Figma and Principle. These prototypes simulated realistic scenarios, such as:
Approaching convective weather triggering visual alerts
Dispatcher-initiated reroute triggering downstream coordination
Simultaneous management of multiple aircraft in different operational states
We conducted think-aloud testing sessions with United dispatchers at multiple experience levels—from new hires to veterans—to evaluate usability, task efficiency, and mental model alignment. Key refinements included:
Prioritizing keyboard shortcuts and tab navigation for speed
Reorganizing weather tools into a collapsible overlay for map clarity
Introducing color-coded urgency tiers and iconography for faster triage
The prototyping phase allowed us to rapidly iterate and stress-test design assumptions in a controlled, feedback-rich environment. It also served as a bridge between vision and reality—ensuring that what we designed could scale, integrate, and function within United’s operational context.
05: User Testing & Validation
Tested by Dispatchers and Proven in Action, this UX was Validated to Perform Under the Demands of High-Stakes Flight Operations.
User testing was a critical phase in ensuring our redesigned dispatcher tools met the real-world demands of flight operations. Given the high-stakes nature of dispatch work, we prioritized realism, role diversity, and scenario-based validation throughout our testing strategy.
We conducted multiple rounds of usability testing with both veteran and junior dispatchers, simulating everyday operations as well as irregular ops (IRROPS) scenarios. Testing formats included:
1:1 Think-Aloud Sessions using interactive prototypes
Scenario Walkthroughs based on actual dispatch logs (e.g., weather diversions, reroutes)
A/B Testing of interface variants to validate layout efficiency and alert prioritization
Key Metrics We Evaluated:
Time-on-task for critical actions like rerouting or redispatching
Error rate in interpreting alert severity and aircraft positioning
User confidence and trust in automated weather overlays and flight status updates
Clarity of visual hierarchy during moments of high cognitive load
Key Insights & Design Refinements:
Urgency tiers needed more differentiation—we refined the visual language for normal, caution, and critical statuses using color, iconography, and proximity
Dispatchers wanted persistent situational awareness—we introduced mini-map insets and hover previews for nearby flights
Pilot communication needed to be more discoverable—we elevated the ACARS message thread with inline threading and timestamp clarity
Newer users struggled with map-layer complexity—we added onboarding overlays and simplified default views
We also collected qualitative feedback that highlighted the emotional impact of better-designed tools—veteran dispatchers expressed greater confidence, while newer team members reported reduced stress and learning curve.
The validation process confirmed that our design reduced cognitive load, improved decision-making speed, and preserved situational clarity during both routine and disrupted operations. These findings became essential in securing cross-functional buy-in for implementation.
06: Visual Design & Accessibility
Designing for Clarity and Inclusivity: A Scalable, Brand-Aligned UI System Built to Empower Dispatchers Through Accessible Visual Hierarchy, Semantic Cues, and Operational Precision.
With the interaction patterns validated through testing, we moved into high-fidelity visual design—crafting a modern, scalable interface that supported rapid cognition, operational clarity, and inclusive access for dispatchers across experience levels.
Our visual design system was built with the dual mandate of aeronautical precision and brand alignment with United Airlines. We emphasized a clean, structured layout with strong visual hierarchy, ensuring dispatchers could focus on critical alerts without visual noise or cognitive overload.
Comprehensive Design System
Designed a developed a unified, scalable design system purpose-built for operational use cases. This system was fully aligned with United’s digital brand guidelines and implemented as a centralized Figma library for maximum reusability, team collaboration, and cross-application consistency across flight ops tools.Semantic Visual Hierarchy
Each element in the interface adhered to a defined semantic level:Normal: passive or ambient updates
Caution: items requiring review or intervention
Critical: urgent alerts demanding immediate action
Reusable Component Library
Developed modular UI components in Figma within a centralized design system—ensuring consistency across all panels, dashboards, and controls. This system supported scalability, handoff efficiency, and future design sprints across flight ops tools.Custom Iconography & Map Overlays
We designed a consistent visual language across flight map interfaces — including:Custom icons for aircraft, reroutes, weather, and disruptions
Storm cell overlays, en route hazards, and delay indicators
All visual assets tested for contrast, legibility, and rapid recognition — across daylight and nighttime viewing conditions
The result was a resilient, brand-aligned user interface that maintained performance and clarity under pressure—delivering a confident and inclusive experience for all dispatchers, regardless of ability or stress level.
07: Engineering Handoff & Iteration
Seamless Handoff from Design to Code: Delivering Developer-Ready Specs, Aligning on Logic, and Iterating with Real-Time Feedback to Ensure Flight-Ready UX Implementation
With the visual system finalized and usability validated, we entered the engineering handoff phase—translating our design work into actionable, production-ready assets while maintaining alignment with development constraints and timelines.
To ensure a smooth transition, we prepared a comprehensive design-to-dev package that included:
Component-level specs (spacing, states, variants, interactions)
Interactive prototypes in Figma with annotated flows for key tasks
Accessibility requirements aligned with WCAG 2.1 AA guidelines
Design tokens and UI kit documentation for modular reuse
Edge case handling (e.g., reroute failures, data feed latency)
We hosted working sessions with engineering, QA, and product managers, walking through each module’s behavior, data dependencies, and responsive states. Since flight dispatch systems often rely on real-time data ingestion (weather feeds, ACARS, NOTAMs), we collaborated closely to ensure UI responsiveness would scale with backend updates—especially during irregular operations.
Interation Cycle Highlights:
During development sprints, we ran weekly design QA audits and submitted annotated feedback via Jira and Zeplin
Discovered and resolved misalignments in dynamic weather overlays and flight status refresh logic
Adjusted map performance for low-latency interaction, refining panning and zoom logic across browser types
Added fallback states and skeleton loaders to reduce perceived latency for data-heavy views
Our iterative loop continued post-MVP, with additional refinements based on dispatcher feedback during shadowing and pilot rollout. Thanks to this tight feedback loop, we were able to preserve the integrity of the design vision while ensuring technical feasibility and system performance.
Ultimately, the engineering handoff wasn’t a final step—it was an integrated, agile collaboration that ensured the experience delivered in production matched the precision, clarity, and operational fluidity dispatchers needed in real time.
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