Case Study: American Airlines improves employee information access with Optimal Workshop

American Airlines reduces time spent searching for critical information with Optimal Workshop

American Airlines, a global aviation leader, faced significant challenges in organizing and delivering critical information across its vast and diverse workforce. The airline needed to enhance key internal platforms to ensure streamlined experiences for both frontline and administrative staff. To address this, American Airlines partnered with Optimal Workshop, utilizing its Card Sorting and First-Click Testing services.

Optimal Workshop's solution involved conducting card sorting exercises to restructure an internal knowledge hub and deploying first-click testing to evaluate their intranet portal's navigation. This approach delivered tangible results, including decreased time spent searching for operational information and streamlined access to essential tools. The improvements led to more efficient operations, reduced dependency on support teams, and enhanced employee satisfaction, ultimately transforming their internal systems into a strategic advantage.

American Airlines