{"id":288,"date":"2021-05-26T19:25:39","date_gmt":"2021-05-26T13:55:39","guid":{"rendered":"https:\/\/www.jogendradesigns.net\/?p=288"},"modified":"2021-05-27T13:22:56","modified_gmt":"2021-05-27T07:52:56","slug":"airport-companion-app","status":"publish","type":"post","link":"https:\/\/www.jogendradesigns.com\/?p=288","title":{"rendered":"Airport companion app."},"content":{"rendered":"\n
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An UX case study and app concept to improve the experience of travelers in an international airport.<\/p>\n<\/div><\/div>\n\n\n\n

Stakeholder Intent<\/h2>\n\n\n\n

Create a mobile app for a large and busy international airport that can be used by the international travellers for executing the travel related tasks & events in the best possible way, and also exploring the airport.<\/p>\n\n\n\n

Decomposing the Intent<\/strong><\/h3>\n\n\n\n
  • Let’s make this straight, the app we are building is to grow the business and Business Goal<\/strong> for the airport is to make more money form the travellers though this app. Parking, Restaurants, Taxi rentals, Retail stores, VIP Lounges, etc. are the key sources of income for the airports.<\/li>
  • Most of the travellers arriving usually leave the airport as soon they complete the custom check and collecting the baggage. So Target users<\/strong> are Departing and connecting travellers. This does not mean we can ignore the arriving travellers. This segment consists of \u2013
    1. Business Travellers.<\/li>
    2. Family Groups.<\/li>
    3. Vacation Travellers.<\/li>
    4. Elderly\/disabled travellers.<\/li><\/ol><\/li>
    5. In order to create awareness about the app, business should invest in \u2013
      1. Marketing campaigns on social media, magazines, news papers.<\/li>
      2. In travel agencies and airlines websites by showing ads or suggesting about the app if the user is travelling though the airport.<\/li>
      3. Bill boards, banners in the airports etc.<\/li><\/ol><\/li>
      4. Making this app reach out to the above segment of users by providing best experience and assistance possible through the travel process as well as innovatively contribute to grow the airport business by supporting the key sources of income will be critical for the success<\/strong> of the app.<\/li><\/ul>\n\n\n\n

        Personas<\/h2>\n\n\n\n
        \n
        \n

        Carol White<\/h4>\n\n\n\n

        20, College Student<\/p>\n\n\n\n

        \"\"
        Busy, Unorganized, Frequent flyer, Anxious.<\/figcaption><\/figure>\n\n\n\n

        <\/p>\n<\/div>\n\n\n\n

        \n

        About<\/h4>\n\n\n\n

        Carol is 20 year old New York University student from California. She frequently takes flights back to home in school breaks. This time she is travelling to Mumbai with her friends and will spend the Christmas break exploring India.<\/p>\n\n\n\n

        She is feeling a bit anxious about this particular trip because this is the first time she is travelling outside her country and her unorganized behavior may create problems in the trip.<\/p>\n\n\n\n

        I am looking for an app that will guide me during the travel, so that I can complete this trip without any problems.<\/p>Carol White<\/cite><\/blockquote>\n\n\n\n

        Goals<\/h4>\n\n\n\n
        • Get aware of the immigration process in airport.<\/li>
        • Know how long it will take to get through the airport customs.<\/li>
        • After arriving know where to go for mandatory processes.<\/li>
        • Find my way to food, restroom, taxi and essential shopping inside airport.<\/li><\/ul>\n\n\n\n

          Frustrations<\/h4>\n\n\n\n
          • Forgetting the necessary document for immigration.<\/li>
          • Long wait times at Security\/custom Screening.<\/li><\/ul>\n<\/div>\n<\/div>\n\n\n\n
            \n\n\n\n
            \n
            \n

            Victor Hansen<\/h4>\n\n\n\n

            38, Father of 6 year old<\/p>\n\n\n\n

            \"\"
            Organized, Multi-tasker, Father, Busy<\/figcaption><\/figure>\n<\/div>\n\n\n\n
            \n

            About<\/h4>\n\n\n\n

            Victor is a 38 year old businessman and father of a 6 year old girl, June. He had flown multiple times for his business trip. But this time is different, as after a long time he and his family is off for a vacation to Bali.<\/p>\n\n\n\n

            June is stubborn and prefers to watch TV rather then getting ready to go any where – unless it’s the park.<\/p>\n\n\n\n

            They have a lay-over of 4hrs in Mumbai and a storm is said to hit tonight. He needs to know the status of his flight all the time.<\/p>\n\n\n\n

            I already know with June and the impending storm, it’s going to a long trip.<\/p>Victor Hansen<\/cite><\/blockquote>\n\n\n\n

            Goals<\/h4>\n\n\n\n
            • Always stay up to date with his flight status online even in the airport’s slow Wi-Fi.<\/li>
            • Find all the required amenities for his family during the lay-over.<\/li>
            • Smooth connecting flight experience.<\/li><\/ul>\n\n\n\n

              Frustrations<\/h4>\n\n\n\n
              • Inability to find terminal location of the connecting flight.<\/li>
              • Travelling with children.<\/li><\/ul>\n<\/div>\n<\/div>\n\n\n\n
                \n\n\n\n

                Data gathering<\/h2>\n\n\n\n

                Goal is to understand the pain points and frustrations of the users before, in and after flying.<\/p>\n\n\n\n

                Stages of flying<\/h3>\n\n\n\n

                Generally if you think you will find Booking \u2192 Departure \u2192 Flying \u2192 Arrival are the 4 major stages in air travel. But if you look closely you will find few micro steps in between these major steps and these stages are responsible for major frustration epicenters for the travellers.<\/p>\n\n\n\n

                So what are those steps? Planning, Pre-trip and Post arrival.<\/p>\n\n\n\n

                Among these the user will be in the airport from Pre-trip to Post arrival.<\/p>\n\n\n\n

                <\/p>\n\n\n\n

                \"\"
                Stages of flying<\/figcaption><\/figure>\n\n\n\n

                <\/p>\n\n\n\n

                Now considering the micro steps I jot down the experience map of a typical journey and the pain points. For our app main focus will be steps where users are coming to the airport, in the airport, and going away from airport.<\/p>\n\n\n\n

                <\/p>\n\n\n\n

                \"\"
                Experience map of a typical air trip<\/figcaption><\/figure>\n\n\n\n

                So, pain points I need to address are \u2013<\/p>\n\n\n\n

                • Better web check-in process. However this is usually well handled by airline \/ travel partner websites. Providing safety information what to carry and what not.<\/li>
                • Update on Documents required for immigration, security checks.<\/li>
                • Timely flight updates. Including Terminal gate information, boarding gate updates (change, location, etc.).<\/li>
                • Parking assistance for the users driving their own car to airport.<\/li>
                • Wheel chair assistance for disabled and elderly.<\/li>
                • Assistance to baggage drop-off.<\/li>
                • Guide though the immigration and security process and assist the users to finish the process smoothly.<\/li>
                • Timely update of flight status to reduce Boarding rush.<\/li>
                • Assistance for connecting flight and it’s status.<\/li>
                • Assist users during lay-overs by suggesting for restaurants, Lounges, kid’s play area, shopping outlets etc.<\/li>
                • Post-arrival, assist in immigration process.<\/li>
                • Baggage belt information.<\/li>
                • Help book taxi, find hotels, etc.<\/li><\/ul>\n\n\n\n

                  Scenarios<\/h2>\n\n\n\n

                  Based on the information gathered I have prepared few user stories that depicts specific need of the users and grouping them revealed three major areas our app should have support for \u2013<\/p>\n\n\n\n

                  • Updates, Notifications and Information about flight status and other important events.<\/li>
                  • Assistance for various mandatory process like baggage drop off, security check, immigration, etc.<\/li>
                  • Way finding inside airport for food, medicine, restrooms, lounges, shops, etc.<\/li><\/ul>\n\n\n\n