Foreflight Pilot Support Flow Study
Foreflight Pilot Support Flow Study
Foreflight Pilot Support Flow Study
This research aims to optimize aviation workflows by identifying usability gaps to improve pilot precision and in-flight support through actionable insights.
As a UX researcher, I led a comprehensive usability study - delving into the pilot experience through surveys, interviews and task-based testing. This process highlighted critical pain points and shaped recommendations tailored to their operational needs.
Our findings, refined through rigorous analysis, were highly regarded by clients, and gained the client team's endorsement of the findings to improve ForeFlight's effectiveness for aviation professionals during the internal presentation on Mar 17th.
This research aims to optimize aviation workflows by identifying usability gaps to improve pilot precision and in-flight support through actionable insights.
As a UX researcher, I led a comprehensive usability study - delving into the pilot experience through surveys, interviews and task-based testing. This process highlighted critical pain points and shaped recommendations tailored to their operational needs.
Our findings, refined through rigorous analysis, were highly regarded by clients, and gained the client team's endorsement of the findings to improve ForeFlight's effectiveness for aviation professionals during the internal presentation on Mar 17th.
Client
Foreflight, Boeing
Academic
Instructor
Year
jan 2024 - mar 2024
Type
Team based
Role
user Researcher
DELIVERABLES
Usability Insights Task Performance Data Recommendations
background
ForeFlight is a leading electronic flight bag (EFB) that aids pilots and flight departments with flight planning, real-time weather monitoring, and document management. As a digital alternative to paper charts, Foreflight is widely used on mobile devices.
ForeFlight is a leading electronic flight bag (EFB) that aids pilots and flight departments with flight planning, real-time weather monitoring, and document management. As a digital alternative to paper charts, Foreflight is widely used on mobile devices.
[fig 1]
Foreflight EFB Actual Scene
Foreflight’s objectives for this study were initially open-ended, with the client revealing that no prior usability testing had been conducted. This lack of baseline data underscores the potential value of any new insights gained.
By analyzing user-reported bugs, system itself and the Facebook group, we pinpointed a critical flaw: The support system's reliance on text and video content scattered across pages makes for a poor user experience, with 68% abandoning searches within two minutes. This underscores the problem’s severity and our research’s potential to enhance the experience.
Foreflight’s objectives for this study were initially open-ended, with the client revealing that no prior usability testing had been conducted. This lack of baseline data underscores the potential value of any new insights gained.
By analyzing user-reported bugs, system itself and the Facebook group, we pinpointed a critical flaw: The support system's reliance on text and video content scattered across pages makes for a poor user experience, with 68% abandoning searches within two minutes. This underscores the problem’s severity and our research’s potential to enhance the experience.
Interaction walkthrough
To uncover systemic insights into help-seeking, we mapped an interaction workflow within Foreflight’s system, integrated into a multi-level analysis of core functions. Revealing key friction points and optimization potential.
To uncover systemic insights into help-seeking, we mapped an interaction workflow within Foreflight’s system, integrated into a multi-level analysis of core functions. Revealing key friction points and optimization potential.
[fig 2]
Interaction Walkthrough
Key logic
Scope
Scope
Effectiveness of the support system in helping pilots quickly resolve technical issues and navigate the app efficiently
Effectiveness of the support system in helping pilots quickly resolve technical issues and navigate the app efficiently
[fig 3]
Project Scope
Key Objectives
Key Objectives
Navigation & Discoverability: Identify navigation barriers that prevent users from easily accessing the support resources they need.
Effectiveness of Support Information: Evaluate clarity and comprehensiveness of support content.
Help-Seeking Preferences & Barriers: Understand user preferences for different support channels.
Navigation & Discoverability: Identify navigation barriers that prevent users from easily accessing the support resources they need.
Effectiveness of Support Information: Evaluate clarity and comprehensiveness of support content.
Help-Seeking Preferences & Barriers: Understand user preferences for different support channels.
Methods
Screening Survey
Screening Survey
The purpose of this survey was to recruit and participants that match our required participant characteristics and would be willing to participate in a 60 minute Usability Test Session through a customer list provided by ForeFlight and Facebook groups.
We used the following criteria to screen our participants:
The purpose of this survey was to recruit and participants that match our required participant characteristics and would be willing to participate in a 60 minute Usability Test Session through a customer list provided by ForeFlight and Facebook groups.
We used the following criteria to screen our participants:
Experience Level: A mix of student pilots, flight school trainees, and general aviation pilots to capture a range of expertise.
Device Usage: Must primarily use ForeFlight on a tablet, as it represents the majority of mobile users.
Support Engagement: Participants should have encountered ForeFlight issues but not extensively used the “Support” tab for assistance.
Experience Level: A mix of student pilots, flight school trainees, and general aviation pilots to capture a range of expertise.
Device Usage: Must primarily use ForeFlight on a tablet, as it represents the majority of mobile users.
Support Engagement: Participants should have encountered ForeFlight issues but not extensively used the “Support” tab for assistance.
[fig 4]
Screening Survey Materials
Usability Test Session
Usability Test Session
A summative usability test combined with exploratory user research questions. The session was scheduled for 60 minutes: 45 minutes for the usability study and 15 minutes of buffer.
A summative usability test combined with exploratory user research questions. The session was scheduled for 60 minutes: 45 minutes for the usability study and 15 minutes of buffer.
Participant characteristic
We recruited 4 tablet-using ForeFlight participants who’ve faced technical issues or sought new features but have limited “Support” tab familiarity.
We recruited 4 tablet-using ForeFlight participants who’ve faced technical issues or sought new features but have limited “Support” tab familiarity.
[fig 5]
Participants Profile
Session design
Based on findings of support system flaws, we designed each usability test session included a brief intro and pre-test interview on ForeFlight familiarity, a 20-30-minute usability test with four tasks across two rotated scenarios (participants thinking aloud and screen-sharing), and a recorded post-test interview for feedback.
Based on findings of support system flaws, we designed each usability test session included a brief intro and pre-test interview on ForeFlight familiarity, a 20-30-minute usability test with four tasks across two rotated scenarios (participants thinking aloud and screen-sharing), and a recorded post-test interview for feedback.
[fig 5]
Usability Test Session Procedure Design
Scenarios
Scenarios
Troubleshoot Weather Layers Issue
Learn a New Feature
Troubleshoot Weather Layers Issue
Learn a New Feature
Tasks
Tasks
Locate the Support tab when seeking assistance.
Navigate through support options to find relevant option.
Find out support resources on website to resolve your issue.
If unable to resolve the issue, describe alternative methods they would use.
Locate the Support tab when seeking assistance.
Navigate through support options to find relevant option.
Find out support resources on website to resolve your issue.
If unable to resolve the issue, describe alternative methods they would use.
Data collection
Quantitative Data:
Quantitative Data:
Demographic data (e.g., age range, pilot certificate, experience with ForeFlight).
Task completion time (e.g., seconds to find Support tab).
Likert scale ratings (1-5): Ease, clarity, confidence, etc.
Demographic data (e.g., age range, pilot certificate, experience with ForeFlight).
Task completion time (e.g., seconds to find Support tab).
Likert scale ratings (1-5): Ease, clarity, confidence, etc.
Quantitative Data:
Quantitative Data:
Demographic data (e.g., troubleshooting preference).
Think-aloud protocol: Participants verbalized thoughts.
Observations: Hesitations, wrong clicks, or facial expressions.
Post-task & Post-test questionnaires (e.g., “Could you tell me more about how you figured [this] out?”)
Demographic data (e.g., troubleshooting preference).
Think-aloud protocol: Participants verbalized thoughts.
Observations: Hesitations, wrong clicks, or facial expressions.
Post-task & Post-test questionnaires (e.g., “Could you tell me more about how you figured [this] out?”)
Findings
Severity Scale
Severity Scale
Drawing from Nielsen’s 5-point scale, developed a severity framework to classify usability issues in ForeFlight.
Drawing from Nielsen’s 5-point scale, developed a severity framework to classify usability issues in ForeFlight.
[fig 6]
Severity Scale
Key Findings
Key Findings
Building on this severity framework, the following details outline the key findings identified during the ForeFlight usability study.
Building on this severity framework, the following details outline the key findings identified during the ForeFlight usability study.
[fig 7]
Key Findings
Recommendations
More Discoverable Support Tab
More Discoverable Support Tab
Finding 1- Insufficient visual affordance of the “Support” tab hinders navigation and discoverability
Finding 2 -Participants associate support resources with multiple tabs, leading to navigation confusion
Finding 1- Insufficient visual affordance of the “Support” tab hinders navigation and discoverability
Finding 2 -Participants associate support resources with multiple tabs, leading to navigation confusion
No recommendation
No recommendation
Finding 3- Participants had diverse preferences for support resource formats
Finding 3- Participants had diverse preferences for support resource formats
Smarter Search: Dynamic, Unified, Customizable
Smarter Search: Dynamic, Unified, Customizable
Finding 4- Participants expressed confusion with the video library organization
Finding 4- Participants expressed confusion with the video library organization
Streamlined Video Library
Streamlined Video Library
Finding 5- Participants expressed challenges with the search functionality in the different support resource formats
Finding 5- Participants expressed challenges with the search functionality in the different support resource formats
Embedded In-App Community
Embedded In-App Community
Finding 6 - Participants instinctively turn to other resources for help rather than relying on ForeFlight's “Support” tab
Finding 6 - Participants instinctively turn to other resources for help rather than relying on ForeFlight's “Support” tab
[fig 8]
Key Finding Recommendations
impact
Our project earned high recognition from the ForeFlight team and presented to over 30 members on March 17th, where it received strong endorsement. This success fostered ongoing communication with ForeFlight, who subsequently adopted our findings and recognized the value.