In-Airport Experience with Edenspiekermann
Project Brief
Research, prototype and build a digital experience to improve the customer experience during 'dead time' between connecting flights at airports.
Objective
• Improve customer experience during 'dead time' between flights.
• Improve orientation while in terminal behind the gate.
• Provide clear updates on flight updates.
• Help customers make use of dead time.
• Create ways to build brand loyalty with Star Alliance and its airlines.
ROLE:
Product Designer
User Research, Interaction, Visual Design, Prototyping & Testing, Product Strategy, Pitching
TOOLs:
Adobe Illustrator, Adobe Photoshop, Adobe Xd, Adobe InDesign
Challenge
How to improve “dead time” at an airport while travelers are waiting in between overlay. Think of ways to connect travelers with airports that are Star Alliance members and give access to them by providing quick navigational routes, access to facilities that offer member points back, and ultimately providing more solutions for travelers.
RESEARCH
Star Alliance Member Airlines consists of many airlines globally. Unfortunately, their reviews through the App Store and online reviews show many disappointed customers. Some airline apps didn’t have a connected section for Star Alliance, thus making the user downloading more apps to have connected information such as travel time, points, status, and more.
Difficulty with Airline and Airport Apps
Problem 1 - Different Platforms
Customers have a difficult time engaging with the airport and airline. Some information only occur on one platform, where customers have to constantly go back-and-forth between two separate apps.
Problem 2 - Inconsistency
Customers experience inconsistent communication and feel overwhelmed when there is no solution. Often times, customers have to figure it out on their own and become stressed, agitated, uncomfortable, etc.
Problem 3 - Favoritism
Customers can only access certain pages on either apps if one is a high-status member. They also can’t access any airport amenities, even when they are dedicated members with a specific airline.
Pain Points
1. Understanding the navigation system
Customers are often bombarded with information that’s overwhelming.To eliminate these unexpected pain points, the app will offer direct information set in your default language.
2. Unable to track baggage & belongings
Often times, customers worry if their baggage and belongings will travel safely with them. But the moment they hand it to the airlines staff, they do not have updates or know where their belongings are. To reduce this anticipation, the app will offer updates on the whereabouts, just like when you track your package.
User Persona, Empathy Map, User Journey Map
IDEATE
This flowchart shows possible ways a user can explore the airport as a Star Alliance member. Access to their flight information, check-in, baggage updates, and more will all be stored on the homepage.
Lo-Fi Sketches
Once I created a flowchart and a user journey map, I then started to create a series of sketches to show the process through visual hierarchy.
PROTOTYPE
Below you will find the hi-fi prototypes to see the product in live action.
