West Star Aviation
West Star Aviation’s existing customer portal was difficult to use and unreliable, leading both staff and clients to bypass the platform in favor of email and phone calls for critical updates on aircraft maintenance.
The Challenge
Aircraft maintenance projects are complex, high-stakes, and time-sensitive. The previous platform struggled to support this reality:
Information was hard to find and inconsistently updated
Clients lacked confidence in the accuracy of the online project status
Critical decisions were fragmented across emails, calls, and spreadsheets
The UI did not support quick scanning or decision-making
My Role & Approach
As a Product & Service Designer, I worked closely with stakeholders, engineers, and domain experts to redesign the platform with a focus on clarity, reliability, and shared visibility.
Key design principles included:
Establishing a single source of truth for project status and decisions
Designing scannable dashboards for fast understanding of progress and risks
Making approvals, costs, and schedule impacts explicit and comparable
Supporting both internal and external users within one cohesive system
Reducing reliance on out-of-band communication through built-in messaging
Result
The West Star Aviation Customer Portal transformed a fragmented, unreliable system into a centralized, dependable collaboration platform, aligning internal teams and clients around a shared, real-time view of aircraft maintenance where clarity, accountability, and trust are critical.