Star Alliance:
In-Airport Digital EXperience
User Experience / User Interface Design
PROJECT BRIEF
Star Alliance, one of the world’s largest and leading global airline alliances, is constantly looking for new ways to enhance customer experience and want to invest in a new digital experience to improve their service. They have identified layovers as being a major pain point as customers are usually unsure of how to spend their ‘dead time’. Given as a prompt by Edenspiekermann, the goal of this project is to form solutions to better customer experience through the process of research, analyzing pain points, and designing a prototype that is both visually appealing and user-friendly.
Research
I began my research by creating a survey to send to my peers in order to understand their personal layover experiences. After receiving 15 responses, I was able to get a general idea of what most people were afraid of when it came to airports. The four major pain points that I came across were (1) Getting Lost, (2) Missing A Flight, (3) Losing Papers, and (4) Getting Up to Explore.
SURVEY RESPONSE EXAMPLES
Pain points:
Missing A Flight
Getting Lost
Losing/Forgetting Papers
Getting Up To Explore
User Journeys
Based on my research, I created two personas and user journey maps to better understand the typical journey a Star-Alliance customer may experience during layovers. One scenario focuses on a long-term layover while the other is short-term since they both may deal with different struggles. After identifying pain points that the user may experience, I was able to determine some solutions that will help them on their journey by using the Star Alliance App. My main focus was to create an app focuses on personalization, time management, and building customer loyalty.
