Rutuja Chavan.
User researcher | User Experience designer
Redefining Rest: Addressing fatigue for
enhanced performance in ramp employee
User research | User Experience design | UI/UX | Innovation design
Project partner- United Airlines
Role- User researcher | Interview Facilitator |UI/UX designer
Timeline- 14 weeks
CONTEXT
The project is in collaboration with United Airlines Innovation Lab on designing solutions to mitigate ramp employee fatigue for injury prevention.
Each year, approximately 243,000 individuals are injured in ground operations incidents, causing a significant impact on organizations, as ramp accidents cost major airlines worldwide at least US $10 billion per year. Within flight operations groups, fatigue has been identified as a key contributor to these injuries. Thus, the project aims to investigate fatigue within flight operations, examining existing practices and exploring technological and procedural adjustments to enhance employee wellness and mitigate associated risks. Through collaborative efforts, the project endeavors to develop a holistic framework that promotes safety, resilience, and employee well-being across all facets of flight operations.
BRIEF
United Airlines Corporate Safety team want to look at technology and process adjustments
that can reduce fatigue and associated injuries to enhance employee wellness.
• Analyze existing process and identify areas that can lead to fatigue
• Identify process updates and or technology that can mitigate fatigue
• Produce Demo demonstrating process update or use case for technology.
THE APPROACH
Using a design thinking approach, we conducted research including observational study, contextual enquiry and subject matter interviews with 10+ stakeholders.
Analysis and synthesis crystallized problems, needs, and design principles, incorporating methods like customer journey and activity mapping. Ideation followed, exploring opportunities through customer journey and reverse brainstorming. The project underwent 2 rounds of prototyping, informed by feedback from United Airline’s safety team.
RESEARCH
We conducted both secondary and primary research including case studies, discontinuities,
observational study, contextual enquiry and subject matter interviews with 10+ stakeholders ranging from United’s ramp employee, u-roc team, safety management team, design team, and engineering team to identify fatigue related challenges and high-risk tasks for implementing interventions.
Observational study
Contextual Enquiry
Interviews
RESEARCH INSIGHTS
After conducting an extensive examination of the existing systems, we uncovered pivotal insights and breakthroughs that guided the trajectory and approach of our project.
Insight 1: Balancing Safety and Efficiency
We found a notable disparity between organizational objectives and the actual experiences of employees, highlighting the delicate balance between ensuring safety and optimizing efficiency.
Insight 2: The Dilemma of Scheduling
Our analysis revealed that scheduling systems often prioritize operational efficiency over fostering a positive team culture and promoting employee well-being.
Insight 3: Complexity of Fatigue
We discovered that fatigue is a complex phenomenon, stemming from diverse origins and presenting in myriad ways.
How might we effectively empower employees in a dynamic and demanding environment to prioritize their health, combat fatigue proactively, and optimize productivity while promoting overall
well-being?
SOLUTION
A holistic strategy to tackle fatigue at work for short and long term implementation from
Detection to Recovery phase, based on 3 principles.
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Easy to Implement and Scale
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Give Health Autonomy to Workers
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Effectively Adresses Fatigue
Through Health Pods and Employee Bluecheck, we provide versatile tools designed to empower workers and enhance productivity while addressing fatigue head-on
Recovery
HEALTH POD
Detection
BLUECHECK
HEALTH POD
Introducing the Health Pod: an holistic initiative aimed at revolutionizing the well-being of airline ramp workers. By providing immediate access to preventative care and stress-relief tools, the Health Pod empowers workers to prioritize their health and combat fatigue effectively.
Situated in close proximity to labor-intensive job sites, these modular health pods serve as a beacon of support, offering quick fatigue relief without compromising productivity. United Airlines' investment in the longevity of its workforce is evident in the implementation of modern and comprehensive tools designed to ensure immediate fatigue response. With the Health Pod as a first prototype, United Airlines demonstrates its commitment to fostering a healthier and more secure work environment for its employees.
FEATURES
In the realm of worker health and well-being, the Health Pod offers a comprehensive suite of features tailored to address the unique challenges faced by airline ramp workers.
Somatic Relaxation:
Muscle engagement techniques alleviate tension and stress, reducing the risk of musculoskeletal injuries.
Fast Aid: Essential tools provide preventative care in case of minor injuries, enhancing safety and fostering a proactive approach to health concerns.
Reconnect: Relaxing support items promote mental presence and alleviate stress, enhancing worker focus and well-being.
Grow with Technology: Immersive technologies offer mental relaxation breaks, combating fatigue and promoting mental well-being.
Holistic Help: Educational materials empower workers with knowledge to make informed lifestyle choices, fostering a holistic approach to well-being.
Support Break: Access to items such as hand warmers and kinesiology tape aids in reconnecting with the body, alleviating stress.
These features collectively redefine break time, offering a sanctuary where workers can recharge, reconnect, and rejuvenate, ultimately contributing to a safer, healthier, and more resilient workforce.
BLUE CHECK
A web application designed to effectively address workplace fatigue by identifying individuals experiencing fatigue and making real-time adjustments to optimize employee well-being.
Through Bluecheck, United Airlines can gains data-driven transparency into fatigue levels across its workforce, enabling proactive measures to combat fatigue at its root, currently optimized for ramp workers.
FEATURES
Employee Bluecheck offers two sources to identify fatigue issues: subjective data through fatigue self-reports and objective data through the Fatigue Index.
Fatigue Self-Report
Employees provide firsthand assessments of their fatigue levels, including physical energy level and mental mood assessment. This data is collected through simple and unobtrusive methods, such as a mobile app or barcode scanner, allowing ramp workers to self-report on a scheduled basis and make additional check-ins throughout the day.
Fatigue Index
Utilizing objective data, the Fatigue Index identifies potential sources of fatigue, such as shift hours, work intensity, environment, and task variation. By analyzing factors like hours worked, flight load, urgency, environment conditions, and task variation. Employee Bluecheck enables United Airlines to make informed decisions to prevent long-term consequences of fatigue on employee well-being and productivity.
IMPLEMENTATION STRATEGY
Moving towards a predictive fatigue model will allow for higher precision and earlier awareness in fatigue detection.
PHASE 1
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Pilot launch of BlueCheck Self-Report
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Collect feedback from employees on self-reporting experience
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Develop dashboard with existing data point integration for BlueCheck Fatigue Index
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Implement collection of new data points for full integration of BlueCheck Fatigue Index
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Pilot launch of BlueCheck Fatigue Index
PHASE 2
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Begin training a fatigue predictive model using employee data collected from BlueCheck.
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Continuously refine the predictive model based on real-time insights and user feedback.
PHASE 3
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Pilot launch of BlueCheck Predictive Model
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Continuous monitoring, feedback collection, and improvement.
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Expansion plan to other major United hubs is in review.
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Regular reviews to see where most fatigue occurs and why. Partner with Airshop to incorporate emerging health trends and technologies.
LEARNINGS
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Scalability and Adaptability: Building solutions that are scalable and adaptable to different departments and roles within an organization allows for widespread implementation and impact. Solutions like Health Pods and Employee Bluecheck are designed to be flexible and customizable, catering to the unique needs of various workforce segments.
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User-Centric Design: Designing solutions with the end user in mind is critical for ensuring adoption and effectiveness. By prioritizing ease of use and accessibility, we can empower employees to take ownership of their health and well-being, driving engagement and positive outcomes.
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Comprehensive Approach: Developing holistic solutions that address the multifaceted nature of workplace challenges, such as fatigue, requires a comprehensive approach that considers various factors impacting employee well-being.
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Data-Driven Insights: Leveraging data-driven insights is essential for understanding and addressing workplace issues effectively. By collecting and analyzing subjective and objective data, we gain valuable insights into employee experiences and can make informed decisions to enhance their well-being.
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Continuous Improvement: Embracing a mindset of continuous improvement ensures that solutions remain relevant and effective in addressing evolving workplace challenges. By soliciting feedback from users and iterating on features and functionalities, we can optimize solutions to deliver maximum value over time.
To know the project details please contact me.