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Airport User Journey

AT A GLANCE

I conducted user research on airports for a research for proposal to understand the current inefficiencies and frustrations in airport travel. Using these insights, I created a user journey that implements AI and other advanced technologies to enhance the experience. By integrating AI for personalized recommendations and real-time updates, streamlining check-in and security with facial recognition and RFID, and providing seamless way-finding through mobile and wearable devices, I aimed to address the existing pain points. 

My Role

UX Researcher

Tools

Xtensio

Adobe XD

Team

Joanne Rego

Brandon Soto

Timeline

1 month

PROBLEM SPACE

Current airport travel is fraught with inefficiencies and frustrations. Long lines and delays plague check-in, baggage drop, and security screening, especially for families and special needs travelers. Navigating large terminals is challenging, with inadequate real-time updates on flights and gate changes. The travel experience lacks personalization, with inconvenient waiting areas and no easy way to pre-order items for delivery. Boarding is often congested, and post-arrival navigation to baggage claim and ride-share pickups is confusing. Minimal use of advanced technologies and limited integration of mobile and wearable devices further diminish traveler convenience.

TARGET USERS

  • Travellers (primary)

  • Airport vendors (secondary)

RESEARCH

We researched common problems, solutions and new technlogy acriss various airports. This is what we found.

Problems

  • Inefficient Check-In Process:

    • Long lines and wait times for check-in and baggage drop.

    • Manual data entry leading to potential errors and delays.

  • Cumbersome Security Checks:

    • Lengthy security screening procedures.

    • Lack of streamlined processes for families and travellers with special needs.

  • Poor Navigation and Way-finding:

    • Difficulty in navigating through large and complex airport terminals.

    • Limited assistance for locating amenities and services.

  • Inadequate Information Flow:

    • Insufficient real-time updates on flight status, gate changes, and delays.

    • Lack of personalized travel information and alerts.

  • Limited Personalization:

    • Generic travel experience with minimal personalization based on individual traveler preferences.

    • Lack of tailored services and offers to enhance the travel experience.

  • Tedious Pre-Boarding Experience:

    • Inconvenient waiting areas with limited amenities.

    • No easy way to pre-order food or other items for delivery to gate or seat.

  • Inefficient Boarding Process:

    • Long queues and congestion during boarding.

    • Ineffective management of passenger flow based on seat assignments.

  • Post-Arrival Hassles:

    • Confusing navigation to baggage claim and ride-share pickups.

    • Delays in retrieving baggage and coordinating ground transportation.

  • Lack of Seamless Technology Integration:

    • Minimal use of advanced technologies like facial recognition and RFID for efficient travel.

    • Limited integration of mobile and wearable devices to enhance traveler convenience.

IDEAL USER FLOW

Booking and Preparation:

  • Zac books a month-long trip for his family to Spain, with AI suggesting the airport and tailoring booking details based on their needs.

  • The airport receives aggregated booking data to optimize staffing and inventory, enhancing efficiency.

  • Days before departure, Zac receives personalized information about airport amenities, flight updates, and the option to pre-order items.

 

Arrival and Check-In:

  • Upon arrival at the airport, Zac's Apple glasses provide wayfinding to baggage drop, where facial recognition streamlines check-in.

  • Directed to a family-friendly security queue, Zac uses digital passports for swift clearance.

  • Post-security, his glasses guide him to the gate, offering discounts and restroom directions via voice command.

 

Pre-Boarding and Waiting:

  • In the waiting area, alerts inform Zac of boarding and luggage status.

  • Boarding uses facial recognition, directing passengers by seat assignment.

 

In-Flight Experience:

  • Onboard, the family connects to in-flight entertainment and receives real-time updates.

 

Return Journey:

  • Upon return to the airport, Zac receives gate and baggage carousel info, Uber timing, and a duty-free coupon.

  • His glasses guide him through immigration and to baggage claim, updating him on luggage pickup.

  • Finally, way-finding directs them to ride-share pickup, confirming with the driver for their journey home.

FINAL USER FLOW
Group 13464.png
FUTURE IMPLEMENTATION

Although still hypothetical (as it is a proposal), this user flow shows promise. The challenges with this are that implementing a large-scale shift from current-day airport experiences will take many years with much trial and error. Nevertheless, we have seen progress in technology the past few years with biometrics, fully body scans, and even traffic zoning (e.g. Uber/Lyft zones) taking precedence as standard airport protocol.

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