Edenspiekermann Sponsored 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.
Key points about using airport app during layovers
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.
People frequently use airport apps during layovers to find and access airport lounges, check amenities, and determine if they qualify for access based on their airline status, maximizing their waiting time at the airport.
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.
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.
User Journey Map
A series of experience a user has as they achieve a specific goal.
User Task Flows
A step-by-step process that users follow while using an airline app
The Solution
Brand Color
Digital App Deliverables
Tracking Page
Design a product that simplifies checking flight information, airport services, luggage tracking, and activities to explore during layovers. Enhancing the user experience with a seamless payment process and a VR airport map can improve convenience and overall satisfaction.
Home
If I had more time, I would…
Luggage Tracking
Notifications
Make a Payment
Boarding Pass
Takeaways
Confirmation
AR Guide
Prototype & Presentation
Demonstrates a solution to the problem
What I have learned and enjoyed in design process
I realized that understanding the pain points during layovers and providing practical solutions for diverse users could be challenging. However, analyzing current app and defining the problem from the user's perspective helped me refine my design ideas.
work on different user flow tasks with detailed scenario cases and would love to add features that allow users to navigate and discover more about the airline app while long layover.