airport service presentation
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Waiting An Adaptive Service Solution for Airports
ByJonathan ChanLakshmi Kumar
Linlin Pan
Adaptive Service Design | Spring 2013
Friday, March 1, 13
| Adaptive Service Design | Spring 2013
The Team
Linlin Pan Jonathan Chan Lakshmi Kumar
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Friday, March 1, 13
| Adaptive Service Design | Spring 2013
Literature Review
User Interviews
Synthesis
Ideation
Formgiving
Our Process
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| Adaptive Service Design | Spring 2013
Online Research
blog.familyrosary.org
“Being a veteran flyer now, I have come to know that there is a
wonderful game of hurry-up-and-wait played whilst waiting for a given flight.”
http://andheblogs.andyrush.net/the-value-of-waiting-in-airports/
“MeetAtTheAirport.com can now
make fantasy a reality. Share a drink with an attractive stranger in the totally safe environment of a public airport.”
http://meetattheairport.com
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| Adaptive Service Design | Spring 2013
Some Popular Apps
GateGuruAirport Info & Flight Status Support
iFlyProAirport Guide+Flight Tracker
Airport Transit GuideHow to get from the airport to the city worldwide
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| Adaptive Service Design | Spring 2013
Interviews
We interviewed a pilot, a ground crew worker, and several passengers.
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Friday, March 1, 13
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Interviews
Passenger was stuck in an airport for eleven hours. Was offered a meal voucher for twenty-five dollars, but was still unsatisfied because she was bored.
“I was offered food and drink during the delay which lasted three or four hours.”
Passengers’ strongest memories associated with travel are related to waiting at airports.
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Interviews
“I tried to portray a friendly image to help the passengers.”
“Keeping passengers informed through various communication methods is vital.”
One of airline staff’s highest objectives is to communicate the current state of their passenger’s trip.
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| Adaptive Service Design | Spring 2013
Interviews
“I love to share the weather and the time on the route for the passenger.”
“Sometimes they would tell jokes to comfort the passenger since we don’t deal with passengers face to face.”
Airline pilots communicate information that passengers care about in a relational way.
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Affinity Model
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| Adaptive Service Design | Spring 2013
Ideation
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| Adaptive Service Design | Spring 2013
Flight delays
Identifying the Problem
Long lines
Uncertainty during missed
connections
Being aware of boarding
announcements
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There is an opportunity to engage
passengers to help them to feel less anxious
during long wait times in airports.
Design Opportunity
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Solution
To create an electronic boarding pass that
provides passengers with personalized information that adapts to a passenger’s
current situation.
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| Adaptive Service Design | Spring 2013
Anne32 years old
Single mother with two children.
BackgroundAnne’s emotionally exhausted when
she travels. Her children are
energetic, so they require her
constant attention.
Personas
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| Adaptive Service Design | Spring 2013
Roger38 years old
Salesman who travels
BackgroundRoger sells medical devices to clients
throughout the country. His job
requires him to travel on a tight
schedule.
Personas
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| Adaptive Service Design | Spring 2013
Solution
John Doe just picked up his e-boarding pass. He receives
a welcome message and flight information. He has one
hour to reach the gate.
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| Adaptive Service Design | Spring 2013
Solution
The e-boarding pass updates as boarding time nears.
Group information becomes available.
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| Adaptive Service Design | Spring 2013
Solution
Once boarding begins, John can see his pass turn red
and the time remaining at the gate.
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| Adaptive Service Design | Spring 2013
Solution
John reaches Dallas and even before he deplanes he finds out
that his flight has been delayed. The recovery service provides
a free coffee which can be claimed via the pass and an
apology.20
Friday, March 1, 13
| Adaptive Service Design | Spring 2013
Stakeholders
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| Adaptive Service Design | Spring 2013
Experience Journey
Check
time to
gate
Receive
personalized
message
Enter
airport
Receive
boarding
pass
Go to TSASecurity
Check
Wait in
TSA line
Check
wait time
Find
Gate
Offer
Voucher
Board flight
Deplane for
connecting
flight
Show alternate
flights
Rebook and
board flight
Receive
Notification
to board
Electronic Boarding Pass
Deplane at
final destination
Return
boarding pass
at security kiosk
In-person
apology and
gift
MO
RE
HA
PP
YLE
SS
HA
PP
Y
User Experience Journey
Fli
gh
t D
ela
y
Fli
gh
t D
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y
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Service BlueprintCurrent Stage
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Future Stage
Service Blueprint
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Friday, March 1, 13
| Adaptive Service Design | Spring 2013
Future Stage
Service Blueprint
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Friday, March 1, 13
| Adaptive Service Design | Spring 2013
Future Stage
Service Blueprint
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| Adaptive Service Design | Spring 2013
Linlin Pan
Thank You!
Jonathan Chan Lakshmi Kumar
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| Adaptive Service Design | Spring 2013
Questions?
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