Flight Attendant PANEL EXPERIENCE REDESIGN

An all-connected cabin is expected to enrich passenger's onboard experiences; increase the efficiency of flight attendants workflows with the availability of the in-flight network and internet-of-things.
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We focused on the usability of the proposed flight attendant panel, which fixed on a double-aisles flight to increase flight attendants workflows' efficiency, enrich their work experience, and connect cabin systems, passengers, and flight attendants better.

We arranged the research process as three steps, project and industrial context research, usability assessment planning and execution, the definition of opportunities for the interface experience improvement. Every phase has its primary methods and corresponding research purpose. ( See. Figure. 1)

After the secondary research of the project context, we recruited three experienced chief flight attendants working for the four major domestic airlines, with service experience on a long-term international flight.

We showed them function frames of the current flight attendant panel and initial workflow chart to help us figure out their workflow during the whole flight and the frequently used functions on the current one. ( See Figure. 2)

One of the interesting insights during the in-depth interview was the difference and transformation of the locality. The most confusing issue to operate the panel is the language. Most of the flight attendants in domestic airlines are Chinese. They didn't have a very high-level English skill, so an attendant panel in English might affect their operational efficiency in an emergency circumstance. And the functions using frequency have differences between domestic and aboard market.
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Based on that, we adjusted the main functions (see Figure. 3 ) and different operate tasks corresponding to their workflow to prepare the first version prototype to conduct the usability test with another 12 flight attendants.

According to the twelve participants' feedback during the first round usability test, we found the top three complicated used functions on the current panel are attendant call, cabin temperature, and cabin lighting. The overall problems could be summarized as four major categories, operational efficiency, lack of intuitive information, interface layout, and operation feedback. ( See Figure. 4)

We conducted the second round contextual usability test with another fifteen participants and the quantitative online test with 302 participants to test a refined panel ( See Figure. 5). From Figure. 6 to Figure. 8, we can see the previous three annoyed functions' redesigned points and the improved satisfaction percentage.

We divided the user experience in four parts, include Ease of learning and usage(No.UX 1 to No.UX 6), Efficiency of operation(No.UX 7 to No.UX 8), Ease of operation controls(No.UX 9 to No.UX 12) and Mistake handling(No. UX 13 to No. UX14). Comments of each part include 5 scales, -2= Very unsatisfied, -1= Unsatisfied, 0= General, 1=Satisfied, 2= Very satisfied.

Based on the line of Demo1 average scores, we could find the top four negative UX comments are UX 8, convenient to check the interface's primary information, and rarely interrupted by supernumerary information. UX 13, not easy to do mistake operation.UX1, easy to understand the operation language of the panel prototype. And UX 5, clear the operation method and logic of every function without hesitation or confusion. All of them are valid revised depend on the line of Demo2 average scores. ( See Figure. 9)

The online quantitative test with 302 flight attendants in three cities aimed to validate our first version refined panel, including function structures, the layout of frequently used functions, interaction way of navigation, operation language, preference comparison, etc.

After the quantitative test, the final prototype of the three main functions, service call ( See Figure. 9), cabin lighting ( See Figure. 10), and cabin temperature ( See Figure. 11), are as follows.

Since the service call is a function need communication and face to face service between attendants and passengers. So for the target user,  flight attendants, we mainly help them to improve operational efficiency. For the passengers, the end-user, we want to help them express their needs easier and more conveniently by using the service call. Therefore, on the new version service call, passengers could use the PSU (passenger service unit) on the back of the seats to select their requirements.  We have also removed the cabin class selection step on the new panel, so the previous two separate behaviors, walk to the passengers and offer service, can be done in one integrated step, which could help the attendants reduce operation steps and improve their operational efficiency.

Based on the usability test, the refined panel interface has improved 42.48% of the average attendants ‘satisfaction.