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All your flight information in once place
AIR ASSIST
DEFINING THE PROBLEM
In that gap travellers need fresh, reliable and well organized information about their flights
Almost every passenger feels some sort of anxiety in different levels before boarding any flight and this becomes increasingly more critical when we talk about long haul flights
Travellers are becoming highly involved in the whole digital experience of air travel
Still an opportunity to improve the service in the time between purchasing a flight and getting onboard
Nowadays travellers have a strong sense of independence
There are around 5,000 airlines with IATA codes in the world
Travellers need efficient ways to access all the relevant flight information at any time because the information is time consuming to access, not always
updated and hard to keep track of and understand.
We believe that by enabling travellers to own their flight information in a way that allows them to utilize it in the best way possible, will help them to feel
better prepared and confident for any upcoming flight.
This will be demonstrated by positive user feedback and by analysing the overall performance of the features on the app.
PROBLEM STATEMENT
HYPOTHESIS
USER RESEARCH &RESEARCH FINDINGS
51 30InterviewsResearch Plan Min each
Recording+
Notes
John Krizia Paloma Fiona Roanna
BEHAVIOURAL VARIABLES
UX RESEARCH PLAN
USER FINDINGS
John Krizia Paloma Fiona Roanna
Length of flights & connecting
flights
Reconfirm Dates and
Times
“Booking in my email is very confusing”
“I’ve a print out of my flights stuck to my
fridge”
Flight Number & Terminal for
departure
USER GOALS
USER GOALS
They don’t want to miss their flights
Access to the information about their flights with minimum effort
Feel prepared for any flight
PERSONA
30 years old | SingleSenior Retail BuyerMelbourne, Australia
Samantha works as a buyer for a large retail company, in a fast paced environment. Samantha travels quite often for work and for leisure. She once missed a connecting flight by not getting there on time to catch the next flight, which was very frustrating as she had to wait another 4 hours and pay for the next flight. She normally chooses to go places very far from home to experience new things. She loves Europe and South America. She likes to keep track of her travels plans ahead of time.
GOALS & NEEDS
• She doesn’t want to miss a flight• She want to feel well prepared and confident for her next flight• Reconfirm travel time/dates and get real time updates• Get to the airport on time so she relaxes before boarding the plane
FRUSTRATIONS
• Not having a clear flight itinerary• The long time it takes to gather her booking confirmation in her email or on airline website• She had a bad experience missing a connecting flight in the past• She used to take a print out of her flight bookings as a backup document to travel with• She doesn’t want to be the last person to know her flight status has changed
SAMANTHA
“It’s hard to keep in mind the dates and times for all my flights”
Frequent Flyer
Good Planner
Business Traveller
Detail Orientated
Forgetful
Occasional Flyer
Poor Planner
Leisure Traveller
Big Picture
Retentive
PERSONA
COMPETITIVE ANALYSIS
Quick and easy access
Multi-carrier flights
How long for departure
Create your itineraries
Reminders for each flight
Multi-carrier bookings
Real time flight status
Personal Mail box
Airline Appie: Qantas App
TripCase App in the Air Air Assist
6
21
Sources of flightinformation
Criterias compared
COMPETITIVE ANALYSIS
USER FLOWS & USER TESTING
USER FLOW
Open the App
Import from email Add Manually
Flights Results
Add Flights
My Flights My AccountMy Bookings
Add Flights
Add Flights Account Details
ListedFlightsListed
Itineraries
Timelinewith �ights
Turn Reminders On/o�
Add my ownReminder Add Notes Call Airline
Bookings by Airline
Days Left/Reminder On/O�
Flight DetailedInformation
Create
My Itineraries
Onboarding
Log In
Register
Via Facebook
Via Email
Veri�cationok?
Allow access?
N
N
Skip
Y
Y
Welcome Screen
PAPER PROTOTYPE & USABILITY TESTING
How do I set the alarm?
It’s easy to add the flights
Set Reminder Feature
Work Trip Feature
Information & visual hierarchy
TESTER’S FEEDBACK
AREAS TO IMPROVE
Where are the dates? How long is the flight?
What is Trip? Why is my flight not there?
PAPER PROTOTYPE & USABILITY TESTING
3Testers
5Testers
How do I know the alarm has been set?
When filling the form the label disappeared
What’s the difference between ‘My Flights’ and ‘ My Trips’? I understand where I’m going
Days left should be more prominent
SEMI LO-FI PROTOTYPE & USABILITY TESTING
TESTER’S FEEDBACK
Improve ‘Days left + Alarm UI”
Rethink Global Navigation
Improve dashboard visualization
AREAS TO IMPROVE
My Flights
My Trips
FEATURE PRIORITIZATION & MVP
Affinity map
HIGH USER IMPACT
LOW USERIMPACT
LOW TECHHIGH TECHMap flight routes
Phone notifications
Group Flightsinto Trips
Log in with Facebook
Send notifications to someone
Share trips on social media
Call airline help line
See airplane seats plan
Get information about entertainment system onboard
Create Alerts
See detailed flight info
Save and track flights
Import booking fromemail into the app
Check flight updates
Integrate boarding pass
Integrate Frequent Flyer Programs
Edit Trips/Flights
Add notes or “to do list”
FEATURE PRIORITIZATIONMVP DEFINITION
MVP
FUTUREFEATURES
• Enable user to save and track flights• See detailed flight information• Import booking from email into the app• Check flight updates• Phone notifications• Create Alerts/Reminders• Add notes or “to do list”• Edit trips/flights• Group flights into trips• Call to airline help line
• Send notifications to someone• Log in with Facebook• Share flight/trip on social media• Integrate boarding pass• Integrate frequent flyer programs• Get extra information about entertainment onboard• See airplane seat plan• Map flight routes
mobile only
mobile & web
MVP DEFINITION
30 4 4cards categories participants
CARD SORTING
Participants agree in most of the categories
Understanding of what a
tool is
Understanding the different information
levels
ON BOARDING
FLIGHTS
Days left
Add flights manually Add flight from inbox
Add Flight Add Booking Add Itinerary
Airline Booking Itinerary Name
Account Profile
‘X’ days left display
Add Airline AuthorizeBooking Ref ResultsLast NameConfirm and Add
Confirm and Add
Booking Ref. No. Dates From/To
My Profile
How many flights
Privacy
Timeline with items
Security
Delete My Account
All flights in this booking
Add to My Itineraries
Detailed flight information panel
Add notes
Call to the airline
Reminder on/off
Set up my own reminder
7 Days Prior
3 Days Prior
1 Days Prior
Reminder
Departure Flight
BOOKINGS
ADDING FLIGHTS/BOOKINGS
ITINERARIES ACCOUNT
SITE MAP
FINAL PROTOTYPE
ONBOARDING
• Benefit orientated: giving the user reasons why Air Assist will help them for future travel
• Three main product highlights across 3 onboarding screens
• Including a skip button for those who want to quickly access.
RESULTS PAGE
• Two options given, a simple way to add flight information to the app
• Three minimum fields are required to retrieve the flight information from any airline in the world
• Air Assist voice is clever and concise but with a spark of fun
• An easy results page allows the user to quickly understand long and complex flights. There is a prominent button to save these flights into ‘Flights’
GLOBAL NAVIGATION
Flights Bookings Itineraries Account
• All flights displayed in chronological departure order
• Another way to access the flight information
• This content has been sorted by airline
• Allows user to organize their flights into itineraries
• Users can mange their confidential and personal information
SETTING A FLIGHT REMINDER
• Days left and Reminder has been built together as this is for users who want to know how long until departure and also set reminders
• The UI is already familiar to iOS alarm setting making this feature more familiar to iOS users
• User has default reminders allowing them to quickly set them up but also they have an option to personalize this feature
• From the user feedback we created a differentiation between flights that have the alarm On or Off
OTHER INTERACTIONS
• A deeper level of flight information is provided
• This information is constantly updated (ie. Status, Gate, Terminal)
• Users can create notes under each flight for any specific information or prompts regarding that flight
• A list of help-line numbers ready to be used depending on where the user is located
• Real time notifications are available to keep the user informed along the way
• Expanded version of each itinerary, contains a summary of the flights involved in this trip
• User could be able to add more elements in the future develop of the project (ie: hotels, day excursions, etc.)
OTHER INTERACTIONS
