Redesigning global airport inspections with scalable, digital-first tools
Client
Menzies Aviation
Role
Product Design Lead
Services
UI Design / Research & Insights / Design System
To modernise safety inspections across Menzies Aviation’s global airport operations, I led the design of a digital platform replacing outdated, paper-heavy processes. The goal was to create a fast, user-friendly experience while giving leadership greater control and visibility.
I delivered the UX for three integrated systems: QMS, CARs, and SMART, across web and mobile. Using discovery workshops, user feedback, and iterative prototyping, I built reusable UI components that ensured consistency and accelerated development. I also worked closely with engineers to overcome data integrity and accessibility issues, including postcode verification and error flows.
Outcome:
I conducted on-site testing at Edinburgh Airport to observe friction points firsthand, contributing to backlog refinement and final tweaks.
The redesigned inspection journey resulted in a 20% boost in inspection speed and a 13% improvement in data reporting accuracy. With successful testing at Edinburgh Airport, the platform has been scaled globally, helping to raise safety standards across the aviation industry.
To modernise airport operations and raise global safety standards, Menzies Aviation partnered with our team to redesign its inspection process, replacing outdated paper-based workflows with a fully digital inspection platform. The aim was to create a seamless, scalable experience for safety inspectors across web and mobile platforms, improving speed, data accuracy, and user satisfaction.
The existing system relied heavily on manual, paper-driven processes that hindered operational efficiency and limited visibility for senior stakeholders. Our goal was to:
Reimagine and streamline the entire inspection workflow
Digitise multiple inspection-related tools (QMS, CARs, SMART app)
Build a unified, responsive design system that could scale across devices and geographies
✅ Simplify the inspection experience for users across all devices
📊 Provide real-time visibility and control to senior leadership
🔄 Replace fragmented manual processes with consistent, self-serve digital workflows
📈 Drive long-term efficiency and global adoption across airports
As UX Lead, I was responsible for three key systems:
Question Management System (QMS)
Corrective Action Request System (CARs)
SMART Web & iOS Apps
We kicked off the process with high-level stakeholder workshops to uncover pain points and align on business goals. I audited the legacy platforms, reviewed user documentation, and collaborated with product managers, developers, and QA specialists to build a comprehensive understanding of current workflows.
Due to restricted access to live systems, I requested detailed user walkthroughs and annotated screenshots from clients to map existing journeys. Weekly syncs with Menzies’ leads allowed me to refine requirements and validate our direction continuously.
I began wireframing key user flows, prioritising simplicity and responsiveness. As we progressed, I reviewed the Menzies brand guidelines to ensure alignment and began developing the visual direction for the unified platform.
After presenting early UI explorations and securing buy-in, I created a reusable component library to ensure design consistency across products and accelerate development. This included:
Scalable UI components
Accessibility-focused interactions
Error states, validation patterns, and responsive layouts
I collaborated with another designer on the SMART iOS app to ensure consistency across platforms, while maintaining ownership of the web applications.
To support development, I provided production-ready designs via Zeplin and worked closely with front-end and API developers throughout implementation. Given the tight timeline, we ran parallel development streams, designing in real time while back-end systems were being built.
I remained hands-on during QA testing and sprint reviews, quickly resolving usability concerns and technical blockers to keep delivery on track.
To ensure quality and coherence across products:
I developed a component library shared via Zeplin, including all UI elements, microinteractions, and usage guidelines
Defined consistent error handling states, field validation, and loading indicators
Documented key UI patterns and reusable layouts to accelerate future feature rollouts
We conducted a two-week trial at Edinburgh Airport, where I provided on-site support and observed inspectors using the platform in real-world conditions. These insights helped us fine-tune usability, identify edge cases, and prioritise final refinements.
As we moved into implementation, I ensured every design decision was grounded in real user context while scalable enough for global adoption. Working across three major tools—QMS (Question Management System), CARs (Corrective Action Requests), and the SMART inspection apps (Web & iOS)—I focused on usability, efficiency, and clarity at every touchpoint.
As the project lead designer, I was responsible for shaping two critical safety platforms used in airport operations. The Corrective Action Request (CAR) system was developed to flag and log potential hazards on-site, ensuring safety concerns are identified early and resolved swiftly. Alongside this, I designed the Inspection System, which provided a clear, real-time overview of active requests, enabled spot checks, and tracked resolution progress. These tools became integral to streamlining airport safety procedures and proactively reducing operational risks.
To support more consistent and accurate airport audits, I led the end-to-end design of a robust Question Management System used by safety teams. The platform allowed users to create, manage, and optimise audit questions while introducing critical improvements, such as duplication detection, required safety-based responses, and contextual guidance.
Question randomisation further enhanced data integrity by encouraging thoughtful, unbiased answers. This significantly raised the quality and reliability of audit records across airport operations.
With over 250,000 inspections performed daily worldwide, there was an urgent need to move away from error-prone paper-based checks.
I designed the Web Inspector System to provide a flexible, reliable, and trackable digital alternative for airport safety staff. The system allows inspections to be carried out asynchronously, enabling teams to complete checks on-site and upload results later, seamlessly fitting into dynamic airport workflows while ensuring no inspection is missed.
To complement the web-based tools, I also led the design of the iOS Inspector App, built for airport safety personnel on the move. The app delivered real-time flight and inspection data, empowering staff to respond quickly with spot checks and live updates.
With an intuitive mobile interface optimised for high-pressure environments, the app improved responsiveness and visibility, enhancing safety oversight in fast-paced operational settings.
The new Smart Airport Safety Management system was successfully piloted at Edinburgh Airport and later adopted across multiple Menzies Aviation locations worldwide. The transformation from fragmented, paper-based processes to an integrated digital platform had a significant and measurable impact on operational efficiency, data accuracy, and overall safety standards.
🕒 20% reduction in inspection setup and execution time
📈 13% increase in reporting data accuracy
🌍 Rolled out across all Menzies-operated airports worldwide
This project not only improved safety operations but also laid the foundation for Menzies’ broader digital transformation strategy in aviation safety.