Design12345 for myself getting hurt .pdf

Ouch !

1. Airport Challenge
Submitted by - Akash Bisht

2. Process
Part 1:
Secondary Research
Part 2:
User Research
Part 3:
Defining persona, touchpoints,
Identiying various problems.
Part 4:
Solution and my conclusion

3. https://www.accenture.com/in-en/case-studies/travel/flying-high-
digital
https://www.oag.com/the-airport-delight-report-humans-vs-
machines-2019
Changli Airport case study -
Airport delight reports -
ASI Barometer reports -
Airport international Council
Study -
https://aci.aero/wp-
content/uploads/2022/02/Annual_ASQBarometerInfographic_2021_Fi
nal.pdf
https://aci.aero/programs-and-services/asq/voice-of-the-customer/
SECONDARY RESEARCH SOURCES

4. From the secondary research, I pulled out few interesting reports, that
shows statistical analysis and surveys...
ASI reports shows recent barometer scores which displays overall satisfaction scores by continent and
through various points at the airport.
Specifically, OAG and ASI reports has shown various interesting statistical result which reveals
important information, that is going to further give a boost backed with user research.
People actually go early to spend time at the airport. These are international airports as good as 5 star
hotels. For some people who cannot afford the 5 star, this is the closest they can get to.
2019 Airport Delight Report found
that as many as 77 per cent of
passengers want wait-time
information

5. USER RESEARCH
Methods - Satisfaction Surveys, One moderate user interview.
Total questions - 8. Link to form -> https://bit.ly/3jlD1i3
Conclusion -
Based on the analysis (Q8), we can see that as for a lack of clarity, people do not know the expected waiting
time at the airport, and 60% of the people are unsure about the things present at airport that is why people
spend most of the time at boarding gate over fear of missing an update.
More accurate, latest and trustworthy flight information will encourage users to leave the gate and spend time and money
at shops and restaurants.
As for Q7, the statistic reveals that 50% of the people want to explore the airport, i.e, they don’t want to get bore even if
they reach very early.
As for Q6, the data says the most frustation is caused by baggage handling through checkpoints.
Surveys
I decided to go with satisfaction surveys which will reveal some quantitative facts. I forwarded this survey on my
personal contacts and requested to fill it up if they’ve been at airport usually. It helped me compare it with
secondary research surveys and Identify problems.

6. Conclusion -
Based on Md. Shaqib experience, I found out that he doesn’t even take a notice of airport amenities that could help him with
his boredom. Moreover, He is always expected to face long queues, so he overestimate the time taken by him to pass
through checkpoints.
Previously due to covid-19, it wasnt safe for Shaqib to travel more, and screening camps added extra queues to it.
Prefers to travel with group, but it can become more challenging with groups like disharmony, possible split and meet again
situation.
One User interview
I conducted a moderate session with my friend, Md. Shaqib, where i asked him a mix of attitudinal and
behavioral question. It was a friendly and normal conversation.
Now backed with Secondary and user research, I defined various personas and focused on identifying
problems and their touchpoints for these personas.

7. JOURNEY FLOW
STAGES
ENTRY
CHECK-IN
LUGGAGE
CHECK-IN
BODY
SCAN
BOARDIN
G GATE
EXPLORE
GENERAL PAIN-
POINTS
Long queues and Huge crowds at airport.
Luggage extends the required threshold and have to pay
extra. Not able to maintain proper social distance.
Spike in huge people because of delays.
Problem while carrying too-much portable items, can suffer a
delay.

8. PERSONAS
Group traveller
Brief - Rakesh is travelling to
his native place with his family
of five, including mom and
dad. Their parents are
travelling for the first time.
Brief - Keerti is a solo-traveller
and travels to various
destinations. She does regular
business trips.
Brief - Umesh is a student
who is visiting his relatives in
Delhi. He has fracture and has
other medical conditions.
Goal - To reach the Boarding
gate on-time.
Goal - Not miss my schedule.
Goal - To be on time and
careful of the
crowds.
Problems - Rakesh is not able
to manage his family. He has
to keep everything informed to
his parents.
Problems - Keerti gets
confused when travelling
through different time-zones
at different countries. Problems - Fears if Someone
tramples on his foot.
Security check is not possible
due to
recent surgery.
Solo Traveller Medical assistance

9. PERSONA 1
Group traveller
Brief - Rakesh is travelling to
his native place with his family
of five, including mom and
dad. Their parents are
travelling for the first time.
Goal - To reach the Boarding
gate on-time.
Problems - Rakesh is not able
to manage his family. He has
to keep everything informed to
his parents. .
TOUCHPOINTS ON VARIOUS STAGES
Feels very stressful can't handle multiple baggages.
First-time goer at airport with family, so he is not aware of possible
amenities which might be helpful.
Crowd disintegrate their communication and they are ending up in
different position at queues which can lead to bad events.
Someone in a group, carrying pet for first time without prior knowledge
delays time and create disharmony among group members.

10. PERSONA 2
Brief - Keerti is a solo-traveller
and travels to various
destinations. She does regular
business trips.
Goal - Not miss my schedule.
Problems - Keerti gets
confused when travelling
through different time-zones
at different countries.
Solo Traveller TOUCH-POINTS ON VARIOUS STAGES
"Downloading ticket online sometimes annoy"
Won't even care about outlets, but ignores the case even if she is
in need for something, because airport can be highly stressful at
some point.
Phone's battery is down and didn't even print the ticket. Stuck at boarding
gate. - Critical assistance would be required otherwise.
Turns out anyone can print ticket at a counter outside airport, but here comes
navigation problem - Frustation, Time wastage.

11. Uncovering the User Motivation and Challenges.
So expected users always come on time at the airport, based on the uncertainty they might
not know something that is being regularly changed on the airport, a digital service where the gap of clarity
must be filled.
Users have no clue what to do when they have reached the airport. Also, as mentioned in our problems. users in
the airport are their captive audience, and users wants to spend their considerable time at airport making it
memorable and properly utilizing their time. Also users who are well-informed and updated are more happier
increases customer satisfaction.
Critical mishap such as phone battery down, any emergency assistance.. etc.
When we think of passenger journey, we think it starts from an airport, however, we should see that the user
journey actually begins at transportation, rickshaw, bus..etc.
So these transport issues can happen and advance knowledge of any possible changes within this route,
causes un-necessary stress among users.

12. Summarized Problems
Stress level
Frustration
Time spent
Wastage of un-utilized time at boarding gate. Airport managers should aim to ensure that, where
possible, wait times are balanced.
Busy checkpoints creates a hustle environment for users.
Longer Queue wait time at checkpoints.
Lack of information and lot of boredom at airport.
The airport is owned by some company, but the counter might belong to some agency. so coordination
between these entities is a hassle.
Here the user is a captive audience, so understanding the probelms and previous touchpoints on the
deeper level on these three key parameters will help -

13. Ramp up our customer
expansion program
Probable Solutions
Reducing Queue through IoT and technological Solutions -
Tracking user at airport, text message alerts before boarding, in-airport directions and GPS.
Giving out predictive information. “Your flight is bout to leave in 15 mins”.
Consistent flight status notifications sent directly to phones.
Simplified Message notification after web-check in to book their arrival time.
Airports can communicate expected issues to users ahead of time
If queue exceeds a limit, then airport staffs can be alerted immediately, where human intervention is needed.
Priority access for some users through checkpoints will ensure faster check-in, check-out for business class people.
Making available on-demand services. - Helping out users to properly utilize their spare time at airport if they
reach early.

14. Wireframes
While thinking of user journey, I sketched mind-map and on the basis of solution proposed, I prioritized and picked
few of them to create a concept screens. After few iterations this is the final version.
Considering a No-first login app, where minimum requirement is to
have boarding pass. This will reduce load and save time.
One can have a overview of all the checkpoints the terminal have
and navigate to boarding gate smoothly on-time.
ps - I focused more on exploring problems previously during research and hence this sketch.

15. Wireframes
Easier and smoother navigation
with In-Airport GPS connection.
Checkpoint will guide user
thoroughly, and show current
status of wait-time info

16. Wireframes
Priority access helps time-
crunch/Elder users to
navigate through airport safely.
In case of early access, exploration
will help users to tap the unknown
points which were required, and can
relieve them from boredom and lack
of information.
This also helps business to flourish
through on-demand services for
which people may unaware of.

17. It is more less of a problem of trying to create a technological solution and but its more of a
service design problem.
I don't think all of the solution will solve the problem, but some of these problems and user touchpoints
may give us more of into that could be the looked for future iterations of the solution.
It can have multiple solutions from which some will work, some could do great, or some would be a
catastrophic. Then its upto that team to define their budget.
Conclusion