Airline operations run on fragmented, disconnected systems. To make a single decision, a dispatcher often monitors several screens at once, one for flight tracking, another for weather, others for airport conditions, crew legality, and disruption alerts, manually piecing together a picture that no tool gives them whole. The critical signal that should drive a decision is buried somewhere across those monitors, and it's on the dispatcher to catch it in time.

During a disruption, information moves faster than anyone can reconcile it by hand, and a missed or misjudged signal cascades into delays, cancellations, and, in the worst cases, safety incidents. The pressure compounds a human cost too: dispatchers work long, high-stakes shifts where fatigue and split attention make errors more likely, precisely the conditions where clear judgment matters most.
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Much of the early work was making sense of a genuinely ambiguous domain: understanding how dispatchers reason under pressure to define what the product should even do, before designing how it should look.