Flight Companion App
Creation of comprehensive passenger-support app using in-depth user research and a design-thinking approach. The solution is to enhance travel experience.
Role
UX Designer & Researcher
Timeline
Nov 2018 - Feb 2019
Location
Düsseldorf
About the Projects
In the winter of 2018, our team of four UX designers was tasked with developing an app concept to improve the travel experience for budget airline passengers. Partnering with one of Europe’s largest airlines gave us direct access to key stakeholders and the opportunity to define our design approach from the ground up.
Design Approach
From finding the problems to ideate the solution, I used design thinking approach along the project.
User Research
There are two parts of the interviews conducted for the initial step:
-
Stakeholder Interviews: Collect information from airline stakeholders about the technical aspects of the system and the business challenges they are facing.
-
User Interviews: Gather Information about their end-to-end fight behaviour, from booking tickets to arrival at the destination. 10 participants were randomly selected at Düsseldorf Airport during the Christmas Holiday 2018. Interview questions were prepared beforehand.
User Persona
Case Study
One Christmas, Vera wants to visit her family in Moscow. But due to the busy week previously, she had no time to shop for Christmas presents for her mother. Now, she needs to do some shopping while on the flight.
Scenario
Activity Flow
Arrive at the gate & wait
Board to aircraft
Find the right seats
Interact with Enjoy
Landing at destination
How Might We
HMW make Vera aware of the Enjoy App?
HMW make Vera able to download Ejoy?
HMW make Vera able to use Ejoy?
HMW identify that Vera is passenger of the flight?
HMW guide Vera throught the app?
HMW help Vera to pay for her shopping cart?
HMW guide Vera to pick-up her shoping item in the destination Airport?
User Flow Diagram
High Fidelity Prototype
Welcome screen after user scanning QR core on their seat and the system recognise them.
Market screen page where the user can select product from duty free area of destination airport.
Items available on the selected shop.
Map guidance for the user picking up the item at destination airport.
User Test
6 particiapants took part on the test session. Where usability test was used followed by un-structured interviews to get their general feedbacks.
100%
participants found the app is easy to use. Also supported by UX metrics during test.
50%
think it will be helpful if this kind app available on their last flight.
25%
thinks connectivity to their entertainment account like spotify and netflix will be nice.