Modernising Aviation SMS using Visual Paradigm

About Client

Our client is a globally renowned British multinational corporation that operate in over 45 countries with a large customer base the spans up to 150 countries. Their rich heritage spanning over a century, they continue to set the standard for excellence in civil aerospace, power systems and defence sector.

We were given the prestigious opportunity to work with their Safety Management System (SMS) Solution which aids various stakeholders including airlines, regulatory authorities, maintenance teams, flight crew, quality assurance personnel, airport authorities, insurance professionals, and organisations analysing aviation data like ECCAIRS and IDX.

Designed to streamline safety-related paperwork, the client's SMS Solution provides a centralised platform for integrating data, analysis, and action tracking. Through its user-friendly interface and collaborative features, the client's SMS Solution enables stakeholders to enhance safety measures and ensure compliance with industry standards and regulations.

Client Challenges

The client's objective was to expedite a comprehensive overhaul of their SMS architecture, documentation, and support processes to meet the evolving needs of clients and ensure long-term satisfaction. Here are some of the specific obstacles the Swivel Tech team had to tackle to deliver a seamless user experience to the project's relevant stakeholders.

- Legacy System and Complexity: The SMS solution, developed in the early 2000s, remained unchanged, resulting in an outdated infrastructure and limited scalability. Users struggled to navigate the complex system, leading to under-utilisation and a steep learning curve for inexperienced users.

- Conversion to Automation and Outdated Interface: Transitioning from a manual query-based system to automation posed challenges in restructuring the architecture and integrating modern functionalities. The outdated interface and suboptimal financial functionalities frustrated users and reflected negatively on system quality.

- Complex User Manuals and Support Burden: Clients complained about the complexity of the ASMS user manuals, hindering effective use of the software. The lack of clear documentation increased reliance on the support team, straining resources and impacting client satisfaction.

Collaboration

Collaboration was key to the project's success for this large corporation client. Daily meetings tracked progress, while sprint reviews every two weeks ensured deadlines were met. Knowledge transfer sessions enhanced understanding of new features, and continuous feedback motivated the team. Prompt reporting of bugs or issues to the reporting manager and team lead maintained transparency and facilitated quick resolution. This collaborative approach ensured efficient communication and contributed to project success.

Solutions and impact

To address the challenges faced by the client, a comprehensive project was initiated to overhaul the technical documentation and enhance the SMS solution interface and functionality. The following steps were taken:

1. Understanding the System: A dedicated technical writer, with a background in software development, underwent an extensive learning phase to understand the intricacies of the Safety Management System (SMS) Solution. This involved independent research, studying existing documentation, and gaining practical insights into the software's operation.

2. Documentation Enhancement: Leveraging the technical writer's expertise, the existing documentation was revamped to make it more user-friendly and comprehensible. This included incorporating innovative visual aids such as a screenshot hierarchy, flowcharts, and use case examples to facilitate understanding. The aim was to simplify complex functionalities and make the documents accessible even for laypeople. Additionally, efforts were made to simplify language and reduce document length, ensuring concise and focused information delivery.

3. Interface and Functionality Improvement: Concurrently, updates were initiated to improve the SMS solution interface and address functionality issues identified during the documentation enhancement phase. This included refining the user interface for better usability and optimising financial functionalities to enhance user experience. Moreover, the SMS solution was combined with the client's enterprise management system.

4. Client Feedback and Iteration: Throughout the project, close collaboration with stakeholders and clients was maintained to gather feedback on the proposed changes. This iterative approach ensured that the final documentation and system enhancements aligned with user expectations and needs. Feedback was continuously incorporated to refine the solutions and ensure maximum usability.

5. Integration with Cloud-Based Help System: In addition to enhancing the SMS solution, collaboration with the development team led to updates in a cloud-based help system used by the client. This involved modernising the system, addressing legacy issues, and ensuring compatibility with the SMS solution.

Overall, the combined efforts aimed to address the challenges identified and significantly improve the usability, clarity, and effectiveness of the ASMS documentation and interface.

Outcomes & Achievements

The project for this Aviation client yielded significant improvements in their Aircraft Safety Management System and its associated documentation, resulting in enhanced user experience and heightened client satisfaction. The key outcomes achieved are as follows:

- Simplified and Enhanced Documentation: The technical writer successfully simplified and enhanced over 10 lengthy documents with over 300 pages each. By employing concise language and incorporating visual aids, such as diagrams and screenshots, the documentation became more visually appealing and easier for users to understand. This simplification streamlined information delivery and improved overall comprehension.

- Transformation of User Interface: The SMS solution interface underwent a notable transformation, becoming more intuitive and user-friendly. This overhaul significantly reduced the learning curve for clients, allowing for smoother navigation and interaction with the system. The improved interface contributed to a more seamless user experience and enhanced client satisfaction.

- Enhanced Functionality: Through the optimisation of financial functionalities and overall system improvements, the SMS solution experienced enhanced functionality. This led to a smoother user experience and increased efficiency for clients. The optimised system facilitated streamlined processes and improved operational workflows, benefiting clients by saving time and resources.

- Positive Client Feedback: The client received positive feedback from clients, who appreciated the improvements in documentation and system usability. Clients expressed satisfaction with the simplified documentation, improved user interface, and enhanced functionality of the project. This positive feedback reaffirmed the client's commitment to delivering high-quality solutions and strengthened client relationships.

In summary, working on this project resulted in significant improvements to the SMS solution and its documentation, leading to enhanced user experience, increased efficiency, and strengthened client relationships. The positive feedback received from clients highlights the success of the project in meeting user needs and delivering high-quality solutions.