In the high-stakes world of aviation connectivity, network issues demand rapid resolution, yet field operations teams historically navigate complex diagnostic interfaces that bury critical information and slow issue response times.

At Viasat, support teams were struggling with a legacy system that required excessive navigation through poorly organized data, leading to extended downtime and costly field visits. I led the redesign of their core diagnostic platform (OOM) to surface critical indicators immediately and implement clear troubleshooting patterns.

By restructuring around real-world usage patterns and progressive disclosure principles, the new system enables 75% of common connectivity issues to be diagnosed from initial views, dramatically reducing resolution times and establishing scalable patterns for future development.