NNg Certified - ID 1064178
Tracker360 - Crew Re-Routing Platform
Modernizing crew logistics by replacing a legacy internal tool with a new re-routing and tracking platform.
Two systems, one job
Schedulers had to be fluent in two disconnected systems to resolve a single disruption — a licensed vendor application that was modern but limited, and a decades-old mainframe terminal for the data it didn't surface.
Vendor application
Modern but limited — a single accept-only proposal per problem.
Mainframe terminal
Decades old, command-line, and the only place some data lived.
Challenge
Part of Delta's broader Crew Modernization initiative. When a flight disruption breaks a crew's scheduled rotation, schedulers have to find a legal, compliant replacement fast — checking rest requirements, duty limits, and staffing minimums under FAA rules. That work ran through a licensed vendor desktop application, constantly supplemented with manual lookups in a decades-old mainframe terminal system for data the vendor tool didn't surface. In effect, schedulers had to be fluent in two disconnected systems to do one job: one modern but limited, one command-line and decades old.
The vendor application's core workflow was accept-only. It proposed a single solution per problem, with no way to compare alternatives, see why a solution scored well or poorly, or configure the rules driving its logic. Data was dense and uncolored, and it took trained interpretation to catch what mattered — and when the tool came up short, schedulers switched entirely into the mainframe terminal's raw text output to find what they needed.
Role & constraints
Senior UX Consultant, roughly one year (2019–2020) — design led solo for the first seven months, then as an equal partnership with a second designer for the final four to five months, with PM and engineering involved throughout. This was a live-operations tool crew schedulers depend on daily to keep flights staffed and legal, so there was no room for regression: every decision had to hold up against the complexity of FAA duty and rest rules.
Approach
The redesign centered on a few core shifts:
Severity at a glance
Color-coded rows (red, orange, gray) surface which problems need attention first.
Tiered information display
Solution details are surfaced in layers — headline status first, supporting specifics on demand — easing information overload.
Ranked, scored solutions
The system generates multiple resolution options with A/B/C grading, replacing the single accept-only proposal.
Visual duty-period timeline
Rest windows, duty limits, and violations are shown spatially instead of buried in text.
Bulk actions
Split rotation, move to, and rebuild replace repetitive single-record work.
Solution feedback loop
A dashboard tracks why schedulers accept or reject proposed solutions, feeding future refinement.
Together, these consolidated two disconnected systems into one.
One system, four views
Four purpose-built views into the same underlying data. Click any screen for a larger view.
Rotation details
Duty-period timeline for a flagged rotation — flight legs, layover hotel, and rest time shown against the schedule.
Crew details
Full crew roster for the flagged rotation, with contact info and profile links, plus actions to delay the flight or remove a crew member.
Modified view
The redesigned queue — problems ranked and color-coded by severity, replacing the original unsorted list.
Supervisor dashboard
Aggregated feedback on proposed solutions, tracked by tag and date for supervisor review.
Outcomes
The vendor application was retired.
The new system became schedulers' system of record, eliminating the dual-system dependency.