Case Study: Enhancing Airport Experience
“⚠ Disclaimer: This case study is part of the UI/UX assignment during a interview process.
Problem statement (The Ask):
How would you optimize the in-airport experience of air passengers?
What can be done to make life at airports easier for travellers?
Create personas and demonstrate your recommendations through a user journey map.
Project overview:
Travelling can be a really stressful experience and airports are usually very confusing and complex places. There are a lot of protocols, regulations and users have to figure out everything withing a limited time-span (in most cases). I am focusing on providing a smooth and delightful experience to travellers, aiming to minimise stress and frustrations.
The project would include the following modules:
- Understanding the user
- Personas
- User journey
- Recommended Solution
Understanding the Users
Types of traveller at the airport:
What does travellers wants?
What does travellers wants?
Where do travellers spend most of their time while waiting for their flight?
User Persona Creation
User Journey map
This journey map is created keeping in mind a particular persona based on a specific scenario which would cover the use case in most detail.
Recommendations
Touch points and constraints
A Mobile app:
- Can be installed using mobile data / airport wifi
- Can be developed / managed by AAI
- Can be used by indian citizens / foreigners
- The AAI can have a tie-up with other airport authorites to use the same app at other airports (if the user is travelling abroad)
- The app will use the GPS / Location service for navigational based suggestions
Kiosk:
- For users with a basic phone
- Phone not working / discharged / connctivity issues
- Disabled people — Audio assistance
Wearables:
- This can also be an interesting touchpoint
Possible solutions across all user segments
Conclusion
In conclusion, the case study on enhancing the airport experience has highlighted the transformative potential of innovative strategies and technologies in revolutionizing the way passengers perceive and navigate airports. By focusing on key areas such as pre-arrival information, streamlined check-in processes, personalized passenger services, and sustainable infrastructure, airports can create a more seamless, enjoyable, and sustainable journey for travelers.
Thank you for your support! ✨”
