Project Summary
Project Summary
Project Summary
Project Summary
This project aimed to support stranded travelers at DFW by helping the airport and airlines deliver timely, accessible information to all passengers, regardless of personal circumstances. We streamlined communication to assist passengers with last-minute cancellations, enabling smooth rebooking and support for those traveling with children, elderly, or pets, even when far from home or local help.
This project aimed to support stranded travelers at DFW by helping the airport and airlines deliver timely, accessible information to all passengers, regardless of personal circumstances. We streamlined communication to assist passengers with last-minute cancellations, enabling smooth rebooking and support for those traveling with children, elderly, or pets, even when far from home or local help.
This project aimed to support stranded travelers at DFW by helping the airport and airlines deliver timely, accessible information to all passengers, regardless of personal circumstances. We streamlined communication to assist passengers with last-minute cancellations, enabling smooth rebooking and support for those traveling with children, elderly, or pets, even when far from home or local help.
Role
Role
Role
Role
UX Designer
Service
Service
Service
Service
Product Discovery
3D Modelling
Duration
Duration
Duration
Duration
4 Weeks
Overview
Overview
Overview
I collaborated with four designers to reimagine the airport experience, informed by interviews with 5 travelers and 3 stakeholders. We developed four personas, journey maps, and identified key 'jobs to be done.' Card sorting with 9 participants shaped our information architecture, guiding us in creating wireframes. This process led to prototypes for an innovative digital boarding pass and redesigned kiosk, enhancing the passenger experience.
I collaborated with four designers to reimagine the airport experience, informed by interviews with 5 travelers and 3 stakeholders. We developed four personas, journey maps, and identified key 'jobs to be done.' Card sorting with 9 participants shaped our information architecture, guiding us in creating wireframes. This process led to prototypes for an innovative digital boarding pass and redesigned kiosk, enhancing the passenger experience.
I collaborated with four designers to reimagine the airport experience, informed by interviews with 5 travelers and 3 stakeholders. We developed four personas, journey maps, and identified key 'jobs to be done.' Card sorting with 9 participants shaped our information architecture, guiding us in creating wireframes. This process led to prototypes for an innovative digital boarding pass and redesigned kiosk, enhancing the passenger experience.
I collaborated with four designers to reimagine the airport experience, informed by interviews with 5 travelers and 3 stakeholders. We developed four personas, journey maps, and identified key 'jobs to be done.' Card sorting with 9 participants shaped our information architecture, guiding us in creating wireframes. This process led to prototypes for an innovative digital boarding pass and redesigned kiosk, enhancing the passenger experience.
The Information Gap for Travelers
The Information Gap for Travelers
The Information Gap for Travelers
Stakeholders Interview
Stakeholders Interview
Stakeholders Interview
Interviews with five travelers and three stakeholders, including flight attendants and customer service agents, revealed long wait times, inadequate support during flight cancellations, limited dining options at night, high inquiry volumes, and communication barriers—leading to uncertainty and stress.
Interviews with five travelers and three stakeholders, including flight attendants and customer service agents, revealed long wait times, inadequate support during flight cancellations, limited dining options at night, high inquiry volumes, and communication barriers—leading to uncertainty and stress.
Interviews with five travelers and three stakeholders, including flight attendants and customer service agents, revealed long wait times, inadequate support during flight cancellations, limited dining options at night, high inquiry volumes, and communication barriers—leading to uncertainty and stress.
Identified 14 Jobs-to-be-Done from four delayed travelers
Identified 14 Jobs-to-be-Done from four delayed travelers
Identified 14 Jobs-to-be-Done from four delayed travelers
Persona
Persona
Persona
Journey Map
Journey Map
Journey Map
Through in-depth analysis of four traveler personas—James, seeking updates and workspace accommodations for meetings; Diana, needing clarity on delays to arrange care for her dog, Rex; John, rushing to rebook after a cancellation; and Jay, urgently rebooking to care for his elderly mother, we identified 14 critical Jobs-to-be-Done.
Through in-depth analysis of four traveler personas—James, seeking updates and workspace accommodations for meetings; Diana, needing clarity on delays to arrange care for her dog, Rex; John, rushing to rebook after a cancellation; and Jay, urgently rebooking to care for his elderly mother, we identified 14 critical Jobs-to-be-Done.
Through in-depth analysis of four traveler personas—James, seeking updates and workspace accommodations for meetings; Diana, needing clarity on delays to arrange care for her dog, Rex; John, rushing to rebook after a cancellation; and Jay, urgently rebooking to care for his elderly mother, we identified 14 critical Jobs-to-be-Done.
Breaking Barriers to 19 Key Information Categories at Airports
Breaking Barriers to 19 Key Information Categories at Airports
Breaking Barriers to 19 Key Information Categories at Airports
Breaking Barriers to 19 Key Information Categories at Airports
Who What Wow
Who What Wow
Who What Wow
Card Sorting
Card Sorting
Card Sorting
To streamline communication and ensure accessible airport information for all passengers, we conducted a card sorting activity with 9 participants, shaping an effective information architecture for timely and accurate dissemination.
To streamline communication and ensure accessible airport information for all passengers, we conducted a card sorting activity with 9 participants, shaping an effective information architecture for timely and accurate dissemination.
To streamline communication and ensure accessible airport information for all passengers, we conducted a card sorting activity with 9 participants, shaping an effective information architecture for timely and accurate dissemination.
Prioritizing Two Key Communication Channels for Travelers
Prioritizing Two Key Communication Channels for Travelers
Prioritizing Two Key Communication Channels for Travelers
Prioritizing Two Key Communication Channels for Travelers
User flow
User flow
User flow
Using insights from our card sorting exercise and personas, we reimagined the boarding pass and kiosk experience to address passengers' pain points. These solutions complement each other, offering accessible, innovative services to travelers stuck at the airport. While brainstorming future boarding pass innovations, we focused on tackling immediate needs with a fresh approach.
Using insights from our card sorting exercise and personas, we reimagined the boarding pass and kiosk experience to address passengers' pain points. These solutions complement each other, offering accessible, innovative services to travelers stuck at the airport. While brainstorming future boarding pass innovations, we focused on tackling immediate needs with a fresh approach.
Using insights from our card sorting exercise and personas, we reimagined the boarding pass and kiosk experience to address passengers' pain points. These solutions complement each other, offering accessible, innovative services to travelers stuck at the airport. While brainstorming future boarding pass innovations, we focused on tackling immediate needs with a fresh approach.
Introducing the Digital Boarding Pass and Reimagined Kiosk
Introducing the Digital Boarding Pass and Reimagined Kiosk
Introducing the Digital Boarding Pass and Reimagined Kiosk
Introducing the Digital Boarding Pass and Reimagined Kiosk
Wireframes
Wireframes
Wireframes
3D Modeling
3D Modeling
3D Modeling
Storyboard
Storyboard
Storyboard
The digital boarding pass and kiosk offer a seamless airport experience: navigate key areas, activate the SOS feature for emergencies, enjoy entertainment while waiting, receive live flight status updates, access rebooking information, and rebook flights directly in case of cancellations.
The digital boarding pass and kiosk offer a seamless airport experience: navigate key areas, activate the SOS feature for emergencies, enjoy entertainment while waiting, receive live flight status updates, access rebooking information, and rebook flights directly in case of cancellations.
The digital boarding pass and kiosk offer a seamless airport experience: navigate key areas, activate the SOS feature for emergencies, enjoy entertainment while waiting, receive live flight status updates, access rebooking information, and rebook flights directly in case of cancellations.
Rapid iterations on product and interface design, focusing on diverse cultures, personas, and dissabilities, led to the development of an SOS Braille button, an adjustable kiosk screen, an E-ink display, and enhanced search suggestions.
Rapid iterations on product and interface design, focusing on diverse cultures, personas, and dissabilities, led to the development of an SOS Braille button, an adjustable kiosk screen, an E-ink display, and enhanced search suggestions.
Rapid iterations on product and interface design, focusing on diverse cultures, personas, and dissabilities, led to the development of an SOS Braille button, an adjustable kiosk screen, an E-ink display, and enhanced search suggestions.
Empowering travelers with uninterrupted data and geo-location services for seamless navigation and full control of their information.
Empowering travelers with uninterrupted data and geo-location services for seamless navigation and full control of their information.
Empowering travelers with uninterrupted data and geo-location services for seamless navigation and full control of their information.
Designed with accessibility in mind, featuring adjustable height, text-to-speech through headsets, voice commands, and a language selector for an inclusive, user-friendly experience.
Designed with accessibility in mind, featuring adjustable height, text-to-speech through headsets, voice commands, and a language selector for an inclusive, user-friendly experience.
Designed with accessibility in mind, featuring adjustable height, text-to-speech through headsets, voice commands, and a language selector for an inclusive, user-friendly experience.
