AMS Web is the browser-based version of SITA’s Airport Management System, primarily used by Operations Staff in Airport Control like baggage handlers, check-in agents etc. to check resources and plan events accordingly.
In airport operations, even small mistakes can escalate into high-impact consequences like delayed or cancelled flights. While the system functions well, it was built over 15 years ago, and the UI has changed little since. A lack of UX considerations contributes to frustration, confusion, and overwhelm - raising the risk of user errors in an already high-stakes environment. In addition, if the system looks its age, it can be harder to justify its value to customers.
My original scope was on redesigning the login experience and the Resource Allocation Gantt, but this evolved and changed through research and discovery.
Login
Resource Allocation Gantt
I took a Double Diamond approach, with four phases: Discover, Define, Develop, and Deliver. This structured process allowed me to step back and understand the system and its problems beyond the initial brief, then focus in on a feasible, user-informed design solution.
I organised a stakeholder interview with the product owner at SITA. During the interview he gave me a detailed walk through of the system and we discussed customer feedback - particularly related to the system’s UI design. I also had the opportunity to ask questions which I prepared in advance to help learn as much as possible about the system, its users, business goals, competitors, technical constraints and so on.
I created and validated a survey to understand how users interact with AMS Web, their challenges, and identify areas for improvement. Although recruiting participants was challenging, and only recieved around 10 responses - including SITA staff, customers, and users of the system - these responses, combined with stakeholder insights, helped me make some major discoveries.
