UX Project Brief Project- British High Commission, Singapore
The Airport Experience For Travelers
Airports cater to diverse passengers with different profiles, trip purposes, and expectations of what constitutes a stellar airport experience. The airport customer experience is how the customer perceives its interaction with the airport. It is the sum of all passenger interactions with the airport community.
User Journey | Empathy Map | Pain Points
User Journey:
There are three levels of the user journey at the Airport- Departure, Arrival, and Commercial area.
Who are the users?
Business
Leisure
Family group
Special needs
Empathy Map:
The Family Group
Mood board:
Xavi from the family group
Empathy Pillars
Industry Research and Findings
UX Strategy
What is the Hypothesis?
Ensuring elevated brand service delivery for the passengers to retain their loyalty and return to the airport.
Creating an avenue for passengers to provide dimensions that contribute to a positive departure experience
Allowing users to communicate their needs, experiences, and expectations. Enhance the retail, food and beverage experiences.
What can we build?
Mobile application Features, NFC & Technology tools
Medium: Mobile Devices & Smart watch
How Might We…?
How might we make the wait the most exciting part of the trip?
How might we entirely remove the time at the airport?
How might we make the rush refreshing instead of difficult?
How might we make the airport like a spa? Like a playground?
How might we soothe delayed passengers?
High level use cases?
As a user having readily available auto Wi-Fi detection and internet pairing connectivity would be the only respite during airport hustle.
As a user, it would allow me to make quick calls, watch content, and receive travel updates. As a user, it should be a one-click function and not a long sign-in form to fill-up.
As a user, I don’t want to be worried about finding the way to the flight terminal. I don’t want to waste time finding a parking spot as a user. As a user, the airport can send me real-time updates on the vacant places
As a user, it would help me to remember/find the closest parking spaces to the terminals and shorten detours.
As a user, I want to receive information on the nearest one-click lounge access, offering deals on food/beverages. It would help me to plan my time more carefully.
As a user, I want to receive baggage tracking details in real-time to make my journey less stressful.
As a user, I want to receive recommendations and the latest promotions details on the products I can buy based on my location and store maps.
As a user, I want reminders of healthy eating, quick tips, facts, and information about location-based healthy eateries.
How technology can play a bigger role
- IoT baggage tags providing real-time tracking, self-tagging and activation.
- Biometric enabled check-in and security check.
- Mobile applications
- Blockchain
- Artificial intelligence, Augmented Reality and Virtual Reality (AR & VR)
Sketching & Wireframes
I began sketching out a few different ideas that could solve problems using a mobile app.
Of the many ideas, three were different visuals of the same basic idea: a countdown mechanic that alerts you when it’s time to board your flight—a relatively simple but effective solution to the notifications problem.
I collated my insights and solution into a clear storyboarded outcome statement to visualize the one member of the family group- Xavi’s departure airport experience from the situation to the problem, resolution, and outcome.
Install NFC-enabled equipment at the airports like DESKO and Kabascanners, readers, and security access gates. Six uses of NFC include passenger check-in, baggage check-in, security check-point, lounge access, boarding, and post-flight, and they have listed the advantages of mobile NFC for air travel.
Ideation & WireframE
Custom wayfinding app, indoor mapping, rich interactive online map.
Pull & Push Notifications | Alerts
Auto Information on lounge facilities with directions.
Loyalty programs & Smart Redemptions