INTERNSHIP
Federal Aviation Administration
Client / Human Performance Management Council (HPMC)
Role / UI/UX Designer / Data Visualization Analyst
Agency / Air Traffic Office (ATO)
Duration / 3 Months
BACKGROUND
Aircraft crashes are a rare but devastating occurrence in the world of aviation. Despite sweeping technological advances and highly regulated safety and maintenance standards, human error continues to be the leading cause of aviation accidents, accounting for a staggering 66-75% of incidents.
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The Federal Aviation Administration (FAA) is the primary governmental body that regulates and sets these aviation standards as well as maintains and operates air traffic control and navigation systems for both civil and military aircraft. In the Air Traffic Organization (ATO) within the FAA, the Human Performance (HP) division centers efforts on maximizing human-system performance by considering an integrated “system of systems” approach. By holistically examining the complex interactions among people, technology, procedures, and organizations, HP scientists aim to understand and identify the many potential contributors to human error, such as inadequate training and procedures, conflicting roles and responsibilities, badly designed equipment, poor communication, fatigue, distraction, and organizational factors. Leading HP scientists form the HP Management Council (HPMC), a team of representatives spanning multiple FAA subdivisions. The council works together to identify and document HP needs, risks, and issues, and address these through research, advocacy, training, and awareness.
UNDERSTANDING THE PROBLEM SPACE
As the sole UI/UX Design and Data Visualization intern in this Human Performance division, I was warmly welcomed by the team of senior-level managers and scientists. Through interviews and briefs with primary stakeholders—the Council Administrators—as well as integrating into the team environment and participating in HPMC meetings, I quickly identified several critical pain points hindering the HPMC from operating at peak efficiency:
that's me!
HPMC'S INITIAL PAIN POINTS
1
Consistency
Safety and risk reports were submitted in a fragmented manner with no standardized method for intake (e.g., email or phone call). Consequently, those who submitted reports did not consistently receive confirmation that their report was received, reviewed, or informed about any subsequent actions taken.
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Accessibility
Report tracking was centralized in a single Excel spreadsheet managed by one council administrator, resulting in infrequent and inconvenient access for other members due to the lack of notification mechanisms as well as the absence of real-time updates on current progress. Additionally, other resources were not shared in a centralized location.
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Measurability
The current system made it challenging to quantify and visualize progress or impact, limiting the ability to derive actionable insights from the data. Being able to interpret a large collection of data at a glance would be helpful for forming strategy and response plans, as well as to record KPIs.
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With these challenges in mind, my focus was clear:
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How can I design and implement an accessible, integrated, and information-rich visual solution that streamlines risk intake for the general aviation workforce while effectively tracking and visualizing progress and impact for the Human Performance Management Council?
IDEATING FURTHER
Given that government agencies are limited in the tools they can use due to security and legal concerns, I surveyed the available software for FAA employees. I identified three potential solutions within Microsoft 365: 1) building a comprehensive SharePoint site, 2) connecting Microsoft Power Automate to an Excel spreadsheet, and 3) customizing a workspace in Microsoft Teams.
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COMPETITIVE ANALYSIS
I conducted a competitive analysis using Miro and ultimately favored SharePoint for its ability to centralize information, consolidating safety and risk intake forms, project management tracking, dashboards, and resources into one easily navigable and structured location. Designing a SharePoint site according to UI/UX best practices would significantly enhance information accessibility, coherence, and user experience for both council members and the general FAA workforce, compared to the restricted accessibility of Excel or Teams, despite being more time-consuming and complex to develop. Additionally, SharePoint's integration with Microsoft 365, including Power BI and Power Automate, allows for advanced data visualization as well as automated notifications and tasks. After confirming with the Council Administrators that a SharePoint site was a feasible solution for their needs, we collaboratively brainstormed features we would want to incorporate into this site, which I documented in a mind map.
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MIND MAP
After getting a rough timeline and development plan in place, I was ready to begin designing the SharePoint site for the HPMC.
KEY DESIGN DECISIONS
1. VISUAL DESIGN
In designing the HPMC site, I consulted with Council Administrators regarding their desired design direction. They expressed dissatisfaction with the typical blandness and outdated look of current FAA intranet sites and granted me greater creative freedom in designing their council website for the sake of increasing user engagement. With the aim of crafting a visually engaging site, I created a moodboard based on the HPMC administrators’ main values and opted for a vibrant palette inspired by the FAA Human Performance infographic handouts. Drawing from these colors, I synthesized modern graphics that not only looked contemporary but also effectively conveyed information through imagery and synced the rest of the website theme accordingly.
MOODBOARD
SAMPLE OF GRAPHICS I CREATED
Home Page Banner
Favicon
2. INFORMATION ARCHITECTURE
When creating the information architecture, I initially organized the site content into five main pages, prioritizing a structured, user-friendly, and efficient site that would meet the varied needs of the HPMC and its broader user base.
Home
Designate as the portal landing page, offering a comprehensive overview and easy access to essential information. Should be visually appealing and informative as well as easy to navigate.
Features: News; Calendar; Dashboard visualization; Directory; FAQs
Submit HP Risk/Issue
Provide a streamlined process for submitting human performance risks or issues.
Features: Integration with Microsoft Forms (standardized intake process)
Monthly Meeting Minutes
Provide quick access to meeting minutes for reference and transparency.
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Features: Folder containing documents of minutes of monthly meetings.
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Project Management Tracker
Track, manage, and notify users of project progress, including milestones, deadlines, and responsible parties. Should be highly functional and straightforward, allowing users to easily update and view project statuses.
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Features: Integration with Microsoft Lists (live, collaborative spreadsheet hosting), Connection to Power Automate (automatically notify stakeholders of updates and changes)
Resources
Function as a comprehensive library of documents and tools relevant to the HPMC, requiring a clear and logical file management structure.
Features: Integration with Sharepoint Libraries (organize resources into folders for better navigation and retrieval)
early homepage wireframe
Due to tight time constraints and SharePoint's design limitations, it was not possible to prototype. As the primary stakeholders eagerly anticipated progress updates that incorporated high-fidelity aspects such as developing and displaying approved graphics and copy, I was limited to the extent I could create mock-ups, instead concentrating my efforts on directly developing the website in SharePoint. I addressed this challenge by actively listening to my stakeholders and asking follow-up clarifying questions to thoroughly understand their pain points, needs, and desires.
USABILITY TESTING
Upon completing a functional version with these considerations in mind, I aimed to conduct Usability Testing sessions with all council members, conducting 12 1-on-1 interviews to gather valuable user insights. Throughout these sessions, I prioritized active listening over speaking, recording observations, what the user would think aloud, and direct feedback given. The overall user experience was highly rated (~8.85/10), with all participants (100%) expressing a willingness to utilize the site.
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Analyzing user behavior and insights from the testing sessions as well as direct feedback received, I decided to implement the following:
USABILITY TESTING INSIGHTS SPREADSHEET
INCORPORATE HOT LINK BUTTONS
Add hot link buttons on the home page alongside the navigation bar to simulate a familiar portal link experience, addressing users' tendencies to rely on front page buttons for navigation.
CONTACT US SECTION
Add a "Contact Us" section at the bottom of the home page to explicitly direct users to how they can reach out to HPMC.
CALENDAR TO EVENTS
Instead of a monthly calendar, focus on highlighting specific events since the council mainly convenes monthly, so users can see the most relevant dates at first glance.
New abbreviated Directory on Home
New designated Directory page
OPTIMIZE DIRECTORY DISPLAY
Create a separate directory page displaying all divisions rather than only administrators, accompanied by hot link buttons for each division to streamline access.
SAVE SPACE ON HOME PAGE
Since the original home page was scroll-heavy, switching to a two-column format conserves space and minimizes excessive scrolling, enhancing user experience and navigation efficiency.
By incorporating the feedback and data gathered from the previous stages, participating in a continuous cycle of evaluation and improvement not only enhanced the design to be more usable but also fostered a collaborative environment where the iterative process could thrive.
FINAL DESIGN
Once I implemented all of the insights, I delivered the final developed design to my primary stakeholders, who were very pleased with the functionality and ease of navigation on the site. I was especially proud of the home page, which evolved the most from its initial concept. My final design is below:
SITE MAP
RESOURCES
SUBMIT HP RISK/ISSUE
MONTHLY MEETING MINUTES
DIRECTORY
HOME
PROJECT TRACKER
CHALLENGES AND TAKEAWAYS
There were some limitations that posed a challenge in developing the website most optimally to its planned design, primarily stemming from the design constraints of SharePoint and bureaucratic delays in securing approval for utilizing Power BI and Power Automate. In response to the tight time frame for development, I swiftly immersed myself in acquiring and expanding upon key skills, centralizing workshops and reviewing tutorials on the Microsoft 365 suite. Creating multiple stages of website prototypes as well as more sophisticated dashboard prototypes using the safety data provided would have been more possible with additional time.
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Looking ahead towards my upcoming return to the FAA June 2024, my focus will center on enhancing tracker tools, refining data visualizations, centralizing resource organization, and further automating notification processes to extend the site's current capabilities and optimize its utility for users. I was truly grateful for the opportunity to not only design a website of such a large scope but also to successfully launch it for the HPMC and the wider ATO by the end of my internship— ultimately streamlining and enhancing the FAA’s current process of addressing critical aviation safety issues. This experience truly nurtured my passion for thoughtfully designing with meaningful impact, a dedication I am excited to bring to my future work, whether at the FAA or elsewhere.