Duration
6 weeks
Background
Swissport International AG is a leading provider of airport ground services and air cargo handling, operating at 286 airports across six continents. The company offers a wide range of services, including passenger services, ramp handling, cargo handling, and lounge hospitality. Swissport is known for its extensive global network and commitment to high-quality service delivery, supporting numerous airlines worldwide.
Problem statement
Swissport faced significant challenges in effectively managing their contract and billing processes. These inefficiencies led to revenue leakage caused by pricing discrepancies and an inability to accurately identify and address key drivers of financial loss. The lack of a streamlined system hindered operational efficiency and impacted their ability to deliver high-quality services consistently.
Solution
The resulting AI-powered billing and contract analysis web app solution, now named ARC, offers a seamless user experience, allowing teams within the Swissport business to efficiently and accurately spot price discrepancies and the main drivers of revenue leakage. This solution was split into two seemingly separate tools that serve different functions within the user journey. s
After a technical scaeablity analysis and POC, the next step was to design and develop a MVP, that will be implemented into the Swissport teams workflow. Below details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Phase 1: Research & Discovery
The current landscape
To understand the current Swissport contract and billing process, the project began by me leading a business process map session with the project and Swissport team to outline the As-Is process. Here, we documented the steps taken inside and outside of the current tools, allowing us to view the existing process at a higher level and identify areas where challenges could occur.
This was followed by a To Be process map which enabled us to reframe the current challenges as opportunities and determine how the QuantSpark solution will weave into the Swissport team's workflow.
Benefits.
Benefits
fosters alignment by visually showing touchpoints between departments, encouraging collaboration
Clarifies how different stages interact, ensuring every stakeholder understands their role in the workflow
Identify bottlenecks, redundant steps, or gaps in the billing process, like delays in discrepancy resolution
AS-IS Business Process Map
To-Be Business Process Map
User Research
Whilst the Business Process Map enabled us to spot paint points at a higher level and from a business perspective, diving into the workflows of the different User Groups allowed us to spot how any user pain points especially those that contributed to the larger business process.
These user groups consisted of:
Finance
Commercial
Operations
Key pain points:
Definining the MVP architecture
During the defining stage, we created a To-Be process map, which allowed us to take a step back and evaluate how our solution fits into the broader workflow. This holistic view helped us refine our approach and develop an information architecture. Our primary focus was on the user experience rather than the entire business process. We identified the steps users would take and mapped out potential journeys. Based on this architecture, we defined specific user flows, which were informed by insights gathered during interviews with key users in the research phase of the project.
Phase 2: Ideation and Design
Mid-fidelity wireframes
Due to time constraints and limited availability on the client side to provide feedback, we drove straight into mid-fidelity wireframes. this was designed in the same Miro board as the Business Process Maps. The reasoning behind this was to ensure collaboration and transperancy accross the project team.
Additionally, being a solo designer in the company and consequently accross several projects means
Developed mid-fidelity wireframes, often collaborating with the client through regular feedback sessions.
Information Architecture
High Fidelity Wireframes
Create intuitive user interfaces and interactive prototypes. Iteratively refined designs based on user feedback with several key stakeholders to enhance usability and visual appeal.
High Fidelity Wireframes
Commercial Homepage
Discrepancy Details
Document Extraction (Partially blurred due to confidentiality)
Document Extraction Details (Partially blurred due to confidentiality)
Phase 3: Development and testing
UAT testing
Ongoing
The resulting AI-powered billing and contract analysis web app solution, now named ARC, offers a seamless user experience, allowing teams within the Swissport business to efficiently and accurately spot price discrepancies and the main drivers of revenue leakage. This solution was split into two seemingly separate tools that serve different functions within the user journey. serving different user journey functions
Discrepancy dashboard
This dashboard pulls through the generated invoices from services carried out by swissport for several airports and airlines. Here the transformation team can view discrepancies over time, by department and understand the discrepancy drivers. This feature feature also allows them to reach a resolution.
This feature leverages generative to enable contractual documents to be extracted from Salesforce. The document details are structured in a way that the user can easily review flight capture details, service charges and potential discrepancies.
Visual Quality
This feature ensure that all documents extracted assessed for visual quality, this is to improve user processes and document quality.
General
This project marked my first project with within a cross functional team that included majority analysts. turning the data collected into qualitative insights from session with the keys users required myself as a designer and the analysts to collaborate seamlessly ensuring that the user insights can contribute to the product value as well as the business value.
Stakeholder management
Working with a large company as client undergoing significant structural changes meant that there were many voices that needed to be heard and served. By holding sessions with the different users groups highlighted that we didn't want the communication ith the client to be top down.
AI adoption
Our solution aimed to optimise key user's workflow using AI, this brought about natural fears that AI would be their replacement. This provided an opportunity to guide the client towards a solution that would allow their users to work more efficiently whilst using AI.
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