Wilbur
Schiphol has a lot of processes running daily. Our users need to know what's happening and more important what going to happen. Helping them better understand the situation on the ground, and plan for what's coming. By providing good insight our users can take actions to prevent issues.
For instance redirect passenger to a different area, to help prevent long waiting times. Or see if reclaim belt are about to be overloaded with bags.
My role as a product designer spanned different smaller initiatives. Including redesigning the navigation to make it easier to find your way around. Update the border control page, check-in page, reclaim page and flight information view. As wel as work on some crucial component like the flight ribbon, displaying flight data and used in most pages.
Also on the discovery end worked on multiple initiatives. Like an AI Chatbot, Simulation and Suggestion tool and use cases for the indoor Map.
Border Control
This process is extremely important for our users to monitor. Here a lot of issues might occur, that can be prevented or solved through Wilbur. By looking ahead crowds can be better handled, or waiting times can be solve by redirecting passengers.
Showing the passenger process anywhere in Wilbur. So users can see where the passengers are, and when they will be at the next step in the process.
Check-in Page
In the check-in page the planning is shown, all planned flights are plotted on the timeline. This helps users to see what's coming next, while in the map they can see what's going on right now. When making decisions it help to take into account the full flow, so what's the situation at security and border control.
Reclaim
Libro AI Chat
Combing through lots and lots of lengthy and messy files takes a lot of time, when all you need is a quick answer. So for Wilbur we introduced Libro, a chatbot powered by AI. It was fed with a lot of documents explaining everything about the airport. Now it can answer any question about them, saving a lot of time.
Checkin Process
Reclaim
Looking ahead showing issues that need attention
Maps
Showing everything in the airport right now.
Augmented Desicion making
In an effort to move towards an autonomous tool, Wilbur is starting to use Machine Learning to show good forecast and give recommendations to minimise waiting times and prevent other issues like walking times.
In the discovery proces we had a design thinking workshop with the team. Developers, AI engineers, Users, Business Analysts and even designers worked on ideas to improve Wilbur.
The solution we came up with was a tool where in users can easily spot issues and get suggestions to solve them. Before deploying the suggestions users can see which suggestion is best suited for the issue at hand
Brainstorm board in Miro
First Proof of concept, showing issues and give 3 option to solve them based on the desired outcome.
Project
Wilbur - Internal Tool Airport Control
Role
UX & UI Design, User Research
Tools
Figma, Miro