In-Airport Digital Experience

Solo Project

User Experience Case Study

In-Airport Digital Experience

Star Alliance is constantly looking to improve customer experience and wants to invest in a new digital experience to improve the service. They have identified flight layovers as being a major pain point. During layovers, customers are often forced to endure hours of dead time in the airport terminal behind the gate.

Project Brief & Task

Competitive Analysis

I did a quick research & studies to learn what other airport apps provide to customers and I choose three airport apps to analyze what they are offering to passengers while they spend time at the airport.

User Research & Survey

Main Pain Points

Design an app for a Star Alliance airline to help solve the issue of dead time during passenger’s layovers.
Help customers have a more enjoyable layover experience while spending long time in the airport.
Design friendly interface without making any confusions while using the digital airline apps.

Research, Prototype and build a digital experience to improve the customer experience during “dead time” between connecting flights at airport.
Provide clear updates on flight updates.
Create ways to build brand loyalty with
Star Alliance and its airlines.

I conducted a Google Forms Survey of 15 people to identify new pain points of the layover experience at the airport and to have a better insights on digital app interface.

I pulled out the main pain points and frustrations from the survey results that travelers/passengers have faced during a layover at the airport.

User Persona

Based on the survey results, I created a persona card to better understand
who I’m designing the airline app interface & what are they needs during layover.