During my summer internship, I completed an empathy map, journey map, and workflow for the noise complaint persona I developed to explore how to make it easier for citizens to file noise complaints. I worked with a group of eight peers to provide research and recommendations for the FAA’s transition to online learning for their air traffic controller and technical operations trainees. Finally, I assisted with the FAA.gov annual web content review and worked with office liaisons to recommend and implement improvements to web pages.

Throughout my fall internship, I continued assisting with web page content updates. I learned to create reports for web pages using a website analysis tool (Adobe Analytics), and I’m learning to create segments to analyze multiple pages of a website at one time. I reviewed the current FAA user feedback survey and provided a comparison with potential new survey questions to help streamline the process of creating a new survey for other members of the web team. Finally, I created mockups and worked with a team in Air Traffic to provide user centered design recommendations for updating their web content.

Below are the persona and journey map I developed over the summer. I worked with my manager to evaluate surveys about the noise complaint process, and I attempted to file noise complaints myself in order to better understand the shortcomings. The previous system was difficult to navigate. I used surveys to create a persona and over multiple iterations developed the one below to demonstrate to managers the need for a better system. After creating the persona, I built a journey map to detail thoughts, feelings, frustrations, processes, and goals experienced when attempting to file a noise complaint. I also created an empathy map and workflow, all of which were presented to members of the Federal Aviation Office of Communications. Currently a new system is being implemented that is more comprehensive and user friendly. It was a great experience working on this project and I am excited to continue my work with the FAA again in the spring term.