Developing the Operational Use Case Before Deployment
Field Note #2 | Field Notes from the Passenger Journey | Dunn Aviation Solutions
Introduction
In aviation technology programs, a common early question is:
What is the operational use case for this initiative?
Airports and airlines are under constant pressure to modernize passenger processing through new capabilities such as self-service technologies, biometric identity verification, automation, and passenger flow optimization.
While these technologies can deliver meaningful benefits, organizations sometimes move quickly toward solutions before clearly defining the operational use case that the initiative is intended to address.
A well-defined use case anchors a program in measurable objectives, stakeholder alignment, and real-world operational constraints before investment and deployment begin.
What Is Often Observed
Across many aviation technology initiatives, the starting point is often a technology capability rather than a clearly defined operational need.
A new biometric platform becomes available. A self-service bag drop system is proposed. Automation tools promise efficiency improvements. These capabilities can generate excitement and momentum within organizations seeking modernization.
However, when the operational use case has not been fully defined, programs may encounter challenges such as:
misaligned stakeholder expectations
unclear success metrics
scope expansion during implementation
difficulty demonstrating measurable value
Without a clear use case, even well-intentioned initiatives can struggle to gain sustained stakeholder commitment or deliver consistent operational outcomes.
Field Insight
Successful aviation technology programs begin by defining the operational use case before technology decisions are finalized.
A strong use case clarifies the operational objective, the passenger journey segment affected, the stakeholders responsible for execution, and the metrics used to measure success.
When these elements are established early, technology selection, procurement, and deployment decisions become significantly more straightforward.
Just as importantly, a clearly documented use case helps maintain alignment throughout the program lifecycle — from initial planning through implementation and performance evaluation.
Practical Considerations
An effective aviation technology use case typically defines five core elements.
Operational Objective
What operational problem is being solved or capability enabled?
What is the current state compared with the desired future state?
Where in the passenger journey does the change occur?
Passenger and Process Scope
Which passenger segments are included (domestic, international, trusted traveler)?
Which process steps are affected (check-in, bag drop, security, boarding)?
What operational exceptions or edge cases must be supported?
Stakeholders and Responsibilities
Which organizations are involved (airline, airport, regulator, vendor)?
Who owns the operational process and outcomes?
Who approves policy, compliance, and deployment decisions?
Success Measures
How will success be measured (throughput, compliance, passenger experience, cost)?
What baseline metrics exist today?
What improvement targets are expected?
Constraints and Dependencies
Regulatory or policy requirements (TSA, CBP, data rules)
Infrastructure or facility limitations
System integrations, certification, or vendor dependencies
Implementation Context
Developing a meaningful use case also requires understanding the environment in which the technology will operate.
Important considerations often include:
The specific airport and terminal operating environment
Passenger volumes and traffic mix
Deployment timelines or external drivers
Training, staffing, and change management requirements
Engaging cross-functional stakeholders early — including operations, IT, commercial teams, compliance, and regulators — often helps ensure that the use case reflects real-world operating conditions.
Closing Perspective
A well-defined operational use case becomes a reference point throughout the entire program lifecycle.
It informs solution design, guides procurement decisions, shapes vendor engagement, and provides a framework for evaluating performance once the system is deployed.
In complex airport environments where multiple organizations share responsibility for passenger processing, a clearly documented use case is often the foundation that allows modernization initiatives to move forward with confidence.
Field Insight
When the operational use case is clearly defined and documented, technology choices become simpler — and deployment outcomes become measurable.
Author
Daniel Dunn
Founder & Principal
Dunn Aviation Solutions LLC
Specialized aviation advisory aligning identity, operations, and technology before deployment.
