How to transform a new technology opportunity into a new traveller experience?
A collaboration between a telecom operator and an airport information systems integrator set out to explore travellers’ pain points and latent needs throughout their journey to design services which reduce stressful moments.
We discovered air travellers need to control space, time and status. The importance of catching their flight outweighs all else and tends to narrow their attention to this final objective, making them less receptive to other stimuli and offers in certain parts of their journey. Key insights included the need to locate power outlets and connect online in one click. Overall, knowing what to do and where to go is crucial for a positive air travel experience.
We generated concepts to answer travellers’ needs at each stage of their journey and delivered a context-aware app brought to life in a prototype and use case video.