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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Friday, March 1, 13

| 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

| Adaptive Service Design | Spring 2013

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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| Adaptive Service Design | Spring 2013

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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Friday, March 1, 13

| 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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| Adaptive Service Design | Spring 2013

Affinity Model

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Friday, March 1, 13

| Adaptive Service Design | Spring 2013

Ideation

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Friday, March 1, 13

| 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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Friday, March 1, 13

| Adaptive Service Design | Spring 2013

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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| Adaptive Service Design | Spring 2013

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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Friday, March 1, 13

| 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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Friday, March 1, 13

| 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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Friday, March 1, 13

| 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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Friday, March 1, 13

| Adaptive Service Design | Spring 2013

Solution

The e-boarding pass updates as boarding time nears.

Group information becomes available.

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Friday, March 1, 13

| 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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Friday, March 1, 13

| 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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Friday, March 1, 13

| 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

ela

y

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Friday, March 1, 13

| Adaptive Service Design | Spring 2013

Service BlueprintCurrent Stage

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| 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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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

Linlin Pan

Thank You!

Jonathan Chan Lakshmi Kumar

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Friday, March 1, 13

| Adaptive Service Design | Spring 2013

Questions?

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