Reducing cognitive load and flight delays

No Delay: redesigning a legacy pilot operations platform for one of the world's largest airline carriers, running a 40-year-old platform for pilot and ground-support operations.

An 18-section navigation structure buried critical pre-flight and post-flight information behind layers of submenus. With every piece of operational content living in the same surface, pilots and support staff faced severe information overload when they needed answers in seconds, not minutes.

Led a 10-month research engagement: 40+ interviews, live card sorting, contextual inquiry with duty pilots in ground control, and iterative testing across web and mobile, to restructure the platform's information architecture from the ground up.

• •Restructured IA from 18 navigation categories down to 5
• •1,000+ pieces of content tagged and organized into a working hierarchy
• •Findings directly informed the platform's CMS relaunch and handoff content templates