facilitating passengers' unexpected aviation experiences.

Role

Information Architecture

Researcher,

Content designer,

and system designer

Duration

2 Month

Tools

Figma

Mural

Problem

The primary challenge we aim to address is enhancing the travel experience for individuals, particularly when they encounter flight delays or cancellations.

Research

This project commenced with an in-depth exploration of gaps and user needs arising during flight cancellations and delays. Through comprehensive user interviews and analysis of their experiences, several critical issues were identified. Particularly noteworthy were instances occurring during late-night or early-morning flights when airport amenities, such as lounges, are closed, and customer service availability is limited. Travelers often face prolonged wait times for assistance, sometimes with inconclusive outcomes. Additionally, there exists a lack of awareness regarding passenger rights and protocols in such situations. Furthermore, while some airports may lack adequate facilities and amenities, our research primarily focused on Dallas/Fort Worth International Airport (DFW), renowned for its extensive range of services and consistent system updates.

User Interviews

Airline Research

One of the major issues, according to user reports with Spirit, one of the airlines that frequently experiences delays or cancellations, is that customers are unaware that the airline needs to offer them a specific service that the US Department of Transportation mentions on its website. this problem since the user has a poor experience. Furthermore, there are times when flights are late at night and passengers need assistance with their tickets or flight status, but no one is available to answer their inquiries. In these situations, artificial intelligence assistance or robotic assistance is required to support travelers and make their journeys smoother and better.

Airport Research

Following this research, it became evident that airports like DFW and numerous others offer a wide array of services, including 24-hour rest facilities and nearby pet-friendly hotels for travelers' convenience. However, a notable observation from interviews with flight attendants was the shortage of airport staff. The primary challenge identified was the lack of readily available information for travelers. Typically, passengers do not proactively seek out services until they are needed, and locating such resources can prove challenging. Additionally, during adverse situations like inclement weather leading to widespread flight cancellations, finding alternative accommodations outside the airport can be a daunting task.

Possible solutions

Exploring ideas

Final ideas

After extensive brainstorming and evaluating all ideas, we converged on a comprehensive solution consisting of the AeroAid app and kiosk. These complementary tools aim to assist travelers at every stage of their journey, whether before, during, or after their travel, and are accessible both via mobile devices and in-person kiosks at airports. To enhance accessibility further, we propose integrating virtual AI assistants to facilitate communication and provide enhanced services.

The overarching concept revolves around providing travelers with a comprehensive platform where they can access all necessary information in one place, enabling them to navigate challenging situations with ease. By staying ahead of events and having access to essential resources, travelers can effectively prepare for any circumstance. The app serves as a centralized hub, storing documents and crucial information while providing real-time updates and assistance during difficult situations. Furthermore, its seamless integration with airport kiosks ensures that travelers facing technological challenges can receive in-person support, ensuring everyone has the opportunity to enjoy a smooth journey.

Define

Persona

Drawing from the identified pain points and gaps, we developed various personas to understand how AeroAid could assist them and fulfill their actual needs.

Journey map for personas

It aids us in determining which solutions genuinely address the problem and satisfy the needs of the users. Additionally, it assists in uncovering aspects that were not previously considered in the journey map.

Storyboarding

During this stage, we aimed to systematically guide potential users through the process to assess the extent to which we addressed their issues. The storyboarding exercise revealed significant progress in resolving their problems. However, it also brought to light questions regarding user engagement and adoption of the process. This valuable insight influenced our app design and the integration between the app and kiosk.

Through card sorting conducted with 14 active travelers experiencing various scenarios, we distilled our app into three pivotal categories: flight information, customer service, and airport amenities. This method ensured that we were on the right track and pinpointed areas where we needed to concentrate our efforts for further refinement and emphasis.

Market

In a world where seamless travel experiences are paramount, AeroAid emerges as a game-changer, offering a revolutionary solution to travelers' needs. With no app quite like AeroAid on the market, we pride ourselves on delivering unparalleled convenience and support throughout every step of your journey.

AeroAid serves as your all-in-one travel hub, consolidating essential information and services into a single, user-friendly platform. Gone are the days of scrambling through various apps and websites to track flights, access customer service, or navigate airport amenities. AeroAid puts everything you need right at your fingertips.

What sets AeroAid apart is its ability to anticipate and address travelers' needs proactively. By leveraging cutting-edge technology and innovative features, AeroAid ensures that users are well-prepared for any situation they may encounter during their travels. From real-time flight updates to personalized assistance during delays or cancellations, AeroAid is there to support you every step of the way.

Moreover, AeroAid's seamless integration with airport kiosks provides an additional layer of support, ensuring that even those who may struggle with technology can access the assistance they need in person. Our commitment to inclusivity ensures that every traveler, regardless of their technological proficiency, can enjoy a stress-free journey.

With AeroAid, travel has never been easier or more convenient. Join us on our mission to redefine the travel experience and embark on your next adventure with confidence. Experience the AeroAid difference today.

Through careful observation, it's evident that there is currently no comparable app or kiosk available in the market. This pioneering approach prioritizes user-centric design, placing the needs of the user at the forefront like never before. By truly understanding and addressing their needs, AeroAid sets a new standard for travel assistance.

Furthermore, this revolutionary concept extends its impact beyond individual travelers to companies as well. By delivering superior service, AeroAid not only attracts more customers but also retains them, ultimately driving increased revenue. By prioritizing customer satisfaction, AeroAid not only enhances the travel experience but also generates tangible benefits for businesses in the travel industry.

My Learning

AI & Virtual Assistants

Explored how AI can enhance public service design, including voice-activated support and real-time user assistance.

Airport Policies & Systems

Gained insight into DFW and U.S. airport regulations, especially around digital tools, accessibility, and user privacy.

Research Methods

Learned new ways to gather information through industry websites and company data to support UX decisions.

Team Collaboration

Collaborated in a large group, picked up the project mid-way, and integrated diverse perspectives to refine the solution.

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