MaiTai Callwords
Kessel Run
Enterprise UX · Complex Workflow Design · Data Management · Information Architecture · Systems Thinking · Information Flow · Cross-Application Design · Rules-Based Design · Interaction Design · Prototyping · User Research · Usability Testing · Design–Development Collaboration
Creating, Importing, and Updating a Callwords list
What: Callwords (e.g., Ghost) are unique identifiers used to identify aircraft, units, or missions during voice communications and operational coordination.
They are part of the broader Friendly Order of Battle (FrOB) data used by Air Operations Centers, alongside:
Air Units — who operates what aircraft
Capabilities — what those units can do
Locations — where those units are stationed
Callwords — how those units are identified in communications
Who:
Data Managers are the primary users of MaiTai, where they maintain FrOB data for use across Air Operations Centers. Callwords were one piece of information they wanted to bring under that same management.
Mission Planners work in a separate application to build and coordinate missions, using Callwords alongside other mission information. At the time, Callwords were largely entered and used within Mission Planning rather than being managed through MaiTai.
There was no Callword assignment feedback loop between Data Managers in MaiTai and Mission Planners in their app. This meant Mission Planners could assign whatever Callwords they wanted, without Data Manager purview. The result was a disconnect between the two sides.
We introduced Callword management in MaiTai, giving Data Managers control over Callwords and their assignment to Air Units, while giving Mission Planners the flexibility to select from that information based on their mission needs.
“Our users need a wordbank to associate with Units in our app” - Leadership
Impact
By bringing Callword management into MaiTai and connecting it to Mission Planning, we established a shared source of information between Data Managers and Mission Planners—giving each group the control and flexibility they needed.
Gave Data Managers a centralized place to create, maintain, and assign Callwords, establishing a reliable source of information for downstream use.
Connected Callword creation and assignment in MaiTai to Mission Planning, allowing information to flow downstream as it was established and maintained.
Gave Data Managers greater control over the Callwords available for use while preserving Mission Planners' ability to select Callwords based on their mission needs.
Research
Internal Subject Matter Experts
Spoke with internal Subject Matter Experts to understand how Callwords function within database management and mission planning workflows.User Interviews
Held video sessions with Data Managers to understand how Callwords were managed, assigned to Air Units, and ultimately used by Mission Planners. We tested prototypes and gathered survey feedback as the experience evolved.
Takeaways
Callwords fell into two categories: Approved and Restricted.
Approved Callwords could be assigned to Air Units for use in Mission Planning.
Restricted Callwords should never be used and effectively served as banned words.
Callword assignment mattered.
Assigning the wrong Callword during mission planning could cause communication breakdowns, confusion, or missteps during critical phases, increasing the risk of accidents or mission failure.
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Data Managers maintained Approved and Restricted Callword Lists outside the app and needed a way to bring them into MaiTai.
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They needed to ensure Restricted Callwords could not be used in the Mission Planning app.
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They needed control over which Callwords were associated with Air Units and passed downstream to Mission Planners.
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They wanted tools to create, edit, and maintain their Callword Lists directly in MaiTai.
What if Data Managers could manage everything “Callwords”—all in one place? And in doing so, make Callwords simpler and more reliable for Mission Planners too?
“This feature would proactively remove a lot of vagueness and establish a true information stream.” - Data Manager
Here's How We Built Out Our Callword Feature
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Import
V1 - Import Flow
We started with the minimum functionality needed to get externally maintained Callword lists into MaiTai.
Imported Callwords needed to be classified as Approved or Restricted before they could be managed in MaiTai.
User Feedback
Users appreciated the simplicity of the prototype, but testing revealed that they needed more visibility into what happened to their Callwords during import—particularly when a Callword was rejected and why.
Amended Callwords
We introduced Amended Callwords to automatically remove illegal characters during import. Because Callwords could only contain A–Z characters, otherwise valid entries such asVALID!could be cleaned up and added rather than rejected outright.List Mapping
We also introduced List Mapping to distinguish between new and existing Callword Lists. New lists could be mapped and validated before being added, while updates to existing lists could bypass unnecessary revalidation.
V2 - Import Flow
The revised flow made imports more intelligent and transparent—matching against existing lists, amending invalid Callwords, and giving users a final summary before committing changes.
Results
Made the import process more transparent and predictable.
Clear feedback around Added, Amended, and Not Added Callwords gave users better visibility into what the system was doing, helping build trust in the process.
Smarter list handling reduced unnecessary revalidation and helped drive user buy-in as Callword management moved into MaiTai.
With the import process established, we shifted our focus to how those Callwords would be assigned to Air Units.
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Assign
Assigning Callwords to Air Units
An Air Unit is a group in the Air Force, based at specific location(s), that operates and supports aircraft to carry out missions like combat, transport, or refueling.
In MaiTai, Air Units had their own section where Data Managers could manage their associated information—including Callwords.
Logic
For the Callword feature to be effective, Data Managers needed a way to assign Callwords directly to Air Units. This meant incorporating Callword functionality into the existing Air Unit pages, while accounting for whether Callwords were available, assigned, or not yet imported.
Air Unit Assignment States
We introduced three states to communicate where an Air Unit stood in the Callword assignment process:
1. Empty
No Approved Callword Lists had been imported into MaiTai.
2. Available
Approved Callwords were available, but none had been assigned to the Air Unit.
3. Assigned
One or more Callwords had been assigned to the Air Unit.
Guided Prompts
When no Approved Callword Lists existed, users were prompted to create one before they could assign a Callword.Smart Selection
When Approved Callwords were available, users could assign them through a type-ahead dropdown filtered to eligible Callwords.
Air Unit Assignment States
If no Approved Callword Lists were imported, users were prompted to create one before continuing. Once Approved Lists were available, users could assign Callwords through a type-ahead dropdown filtered to Approved Callwords.
Data Manager assigns “Almond” to the Cheddar Air Unit.
Connecting Air Units and Callwords
The existing app paired each primary data page with its corresponding side panel. We extended that pattern so related data could be accessed from either direction without losing context.
A Data Manager could:
View a Callword and open its associated Air Unit in the side panel.
Jump from that side panel directly to the Air Unit page.
Move from an Air Unit to its associated Callword List in the same way.
Continue interacting with the newly opened page while maintaining the existing side-panel context.
We also introduced column icons in row headers to indicate when a link would swap the side-panel content rather than navigate away. This gave users a clear visual cue for how each interaction would behave.
Data Managers could now mix and match Air Unit and Callword views, making it easier to move between related information.
Callword Lists could not be deleted while they contained a Callword assigned to an Air Unit.
Results
Created a feedback loop between Callword Lists and Air Units, connecting Callword management with how those Callwords were assigned and used.
Data Managers could efficiently assign Callwords to Units while cross-referencing Callword Lists in real time.
With Callwords now connected to Air Units, we were ready to integrate the feature with the Mission Planning team.
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Integrate
MaiTai to Mission Planning App Flow
Connecting Apps: MaiTai to Mission Planning
Creating Callword Lists and assigning them to Air Units established a new source of truth in MaiTai—but for that information to matter, it had to reach the people actually using Callwords to build missions.
We partnered with the Mission Planning Product and Design team to define how Callwords would flow into their app and how the experience should behave as the information in MaiTai evolved. While development handled the back-end integration, we worked through the rules together to make sure Mission Planners always had a viable path forward.
The result was more than an integration between two apps. It created an evolving information loop between Data Managers and Mission Planners, where Callword information could be established, maintained, and used.
We identified four scenarios:
1+ Callwords Assigned to an Air Unit
Mission Planners could use only the Callwords assigned to that Air Unit.0 Callwords Assigned, Approved Lists Exist
Mission Planners could select from any Callword on an Approved List.0 Callwords Assigned, No Approved Lists, Restricted List Exists
Mission Planners could use any Callword except those on a Restricted List.0 Callwords Assigned, No Approved or Restricted Lists
Mission Planners had full flexibility to choose any Callword.
Results
Created a shared information loop between MaiTai and Mission Planning, keeping Data Managers and Mission Planners aligned as Callword information evolved.
Clear system logic ensured Mission Planners could always move forward, while still respecting the Callword information established in MaiTai.
With both user groups connected and the MVP goals met, we shifted our focus to creating a more flexible Callword creation and editing experience.
Expanding Callword Management
After establishing the three-part flow between Callword Lists, Air Units, and Mission Planning, we shifted our focus to expanding how Data Managers could manage Callwords in MaiTai.
Users needed quick, flexible ways to create and update smaller or frequently changing lists without relying on third-party workarounds. We brought that functionality directly into MaiTai, allowing Data Managers to manually create and edit Callword Lists alongside their existing imported lists.
Separating Create and Edit
Manual List Creation reused the familiar Import flow, without requiring an import.
CREATE LIST
Gave users a direct way to create a new list in MaiTai, reusing components and patterns established in the Import flow.UPDATE LIST
Reused many of the same components from Create List, creating a consistent experience for maintaining existing lists.
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Synergize
Bringing it all together
Once the core Callword features were in place, we brought them together into a more flexible, modular experience. Rather than forcing Data Managers through one prescribed workflow, we created multiple entry points for creating and editing Callword Lists and individual Callwords.
We also consolidated Import, Create, and Edit under a single primary action on the Callword List page. This allowed users to choose the level of interaction they needed—whether managing an entire List or making a smaller change to an individual Callword—while reusing the same underlying patterns and flow.
Displaying our new single entry point for Create, Import, and Edit.
Users could still manage and view each List individually, while easily switching between their Lists and Callwords.
Users could now view all of their Callwords across Lists in one place.
Results
Streamlined Callword management, reducing the number of clicks needed to create, update, and manage Lists and Callwords.
Viewing all Callwords in one place eliminated the need to jump between Lists to understand and manage the broader Callword ecosystem.
Established a complete Callword Management experience, giving Data Managers greater visibility and control while connecting their work to Mission Planning.
“By giving us the tools, you've helped us proactively sidestep miscommunication and hiccups while providing us a Callword Management platform that scales to our needs.” - Data Manager
“The downstream flow of information is simple and intuitive. No blockers.” - Mission Planner
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