MOCA - American Airlines
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ROLE: Lead Product Designer
Stakeholder & User Interviews
Contextual Inquiry & Shadowing
Task Flow Analysis
Personas
Information Architecture
Wireframing & Prototyping
High-fidelity Mockups
Usability Testing & Iteration
JMOCA is a knowledge-based planning system designed to support airline routers in scheduling routine and non-routine maintenance activities. The system is built to quickly adapt to dynamic events such as cancellations, diversions, and interruptions.
I had many questions at the beginning of the research, so I began by speaking with airline routers, product owners, and operations teams. To move forward, I needed to understand how maintenance scheduling worked across routine and non-routine tasks, and how routers navigated the complex workflows involved in managing aircraft operations.
I conducted interviews with airline routers and observed their workflows to understand how they managed maintenance scheduling. From this research, I discovered that routers needed a way to view and act on critical information without constant context switching. They wanted a consolidated view that mirrored how they think and work in real time.
Routers worked across two disconnected systems OMS on one monitor to identify solutions, and JMOCA on another to execute actions. Within JMOCA, they often juggled 10+ windows at once, each tied to a single aircraft, making it difficult to see the full operational picture.
As Lead Product Designer, I streamlined workflows by consolidating essential information into a single, holistic view. Through prototypes, user validation, and close collaboration with my product team, I delivered a unified interface that reduced cognitive load and improved decision-making.
I collaborated with users, stakeholders, and my product team through whiteboard sessions to map flows, explore layouts, and address pain points, resulting in sketches that set the foundation for the design direction.
Introduce a centralized, Gantt-style interface that combines time, aircraft status, and maintenance visibility into a single screen.
Unified Gantt Chart: Aircraft by row, time by column, flight and maintenance blocks visualized clearly
Easily distinguish maintenance vs. active flights, with unique colors applied to different subfleets for quick visual scanning.
Filters: Station, fleet type, time range, and maintenance overlay options
Eliminated screen overload by consolidating fragmented views. Routers gained a clear, at-a-glance system that boosted confidence and accelerated adoption across teams.
“I don’t feel like I’m fighting the system anymore.”
“Now I just filter for what I need, and it’s all there.”
“The timeline view helps me see issues before they become problems.”
“I can actually focus on making decisions instead of just finding information.”
By simplifying the interface and optimizing the way data is presented, we helped users evolve from a reactive tool to a strategic planning platform.
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