Global 7500
Cabin Management System

UX across Mobile App, Software, and Hardware

Context

As Lead UX Designer, I was responsible for the complete user experience deliverables of the Global 7500 business jet Cabin Management System (CMS).
We partnered with an external supplier (Lufthansa Technik) and a sub-tier design firm (2° - Zweigrad) to integrate all the sub-system functionality into an intuitive user interface.

Mandate & Tasks

I was responsible for combining both functional requirements and user needs into Jobs to be Done and Technical Requirement Documents for all systems. This included collaboration and integration work with 10+ sub-system suppliers.

The overall system functionality scope included:

Media

• Video
• Audio
• Map View
• Camera

Cabin

• Cabin Lighting
• Exterior Lighting
• Window Shades
• Temperature

Tools

• Passenger Profiles
• Emails
• Inventory
• Notes
• Scheduling
• Sequences
• Briefings

Maintenance

• Water and Waste
• Dual Frequency Converter Unit
• Appliances
• Passenger Address
• Aircraft Health Monitoring System
• Satellite Communication Systems

The user interface had to be adapted to all these screen formats and resolutions :

Mobile App

Tablet Version
Mobile Version
Windows PC Version

Galley Screen

Screen that is used by flight attendants

Cabin Zone Controller

Screens that are in each zone of the aircraft

Passenger Dial Units

A retractable dial that includes an OLED touchscreen, next to each passenger

Actions

We conducted interviews with Customer Account Managers, Sales Representatives, Flight Attendants, Pilots, and Chief of Maintenance to better understand our users, the principals, and their entourage.
In this niche business jet industry, we are not the users!

Interviews

WHO are these users?
Passengers, owners, crew members, maintenance teams
Various age, ethnic background, and technological literacy

WHY do they need control?
Because of habit, expectations, need to work or to follow certification aviation constraints

HOW will they control it?
Via onboard screens and buttons, via their electronic devices

WHAT is the desired outcome?
Obtain information or status, expect a specific cabin output

WHEN do they need it?
Varying frequency and needs based on flight mission and time of day

WHERE will they need it?
From the cockpit, the galley, the cabin, their seat, in bed, in the shower

Personas

I was responsible for designing the information architecture of the system's core functions and hierarchy. I defined user roles and determined the functionality each role should access. In collaboration with the integrators, we addressed each system definition, working alongside each supplier and their development team to create the appropriate design.

Information Architecture

In partnership with integrators, suppliers, and an external design firm, we refined our design intent. We initially validated early concepts with suppliers and stakeholders using low-fidelity mockups. As the requirements evolved, we developed the design intent into high-fidelity mockups. Finally, we provided prototypes on tablets to validate end-to-end workflows with participants.

Lo-Fi / Hi-Fi Mocks and Prototypes

I conducted moderated usability testing with end-users to validate the fully interactive implementation in a test environment.

Usability Testing

19 Participants

• 4 Pilots
• 1 Flight Attendant
• 3 Training Agents
• 4 Technicians
• 1 Naïve User
• 4 Managers
• 2 Tech Leads

Test Rig

28 Tasks to complete

I compiled the findings from usability testing into a prioritized list of actionable insights aimed at enhancing product usability. This list was then used to inform scope modifications between Bombardier and the suppliers.

Analysis and Insights

After analyzing the research findings, I delved deeper into design solutions aimed at addressing the key usability issues, paying close attention to their frequency and significance.

Iterate on Design Solutions

During usability testing, we identified some pain points that could be resolved with minor enhancements, while others required a complete redesign to address more complex issues involving various supplier systems. Improvements were implemented iteratively in subsequent builds.

Demonstration with Clients and End-Users

I had the opportunity to demonstrate early builds to principals, their teams, and cabin crew on the demo aircraft. We received valuable feedback on satisfaction, potential improvements, and desired new features.