Transforming the in-flight experience for passengers by streamlining issue reporting during flights.
My Role
User Research: Requirement Gathering, Storyboarding, Usability Testing
UX Design: Sketching, Iterative Prototyping
Development: iOS
Timeline
Jun2023 - July2023, 6weeks
Tools Used
Figma
Balsamiq
Usertesting.com
Problem
Passengers encounter various issues during flights, like seat malfunctions, unruly passengers, and entertainment system problems, which cause disruption.
As a frequent traveller, I've experienced firsthand the inefficiencies of in-flight issue reporting. Despite technological advancements, passengers need a centralized and efficient system to report problems in real time. This results in delayed resolutions and discomfort for passengers and cabin crew alike.
Proposed Solution
Reporting Issues
Allows Passengers to Report issues they face
Passengers can report for someone else as well
Once the issue is described, pit is sent directly to the cabin crew or airline staff for quick attention
Tracking Requests
Passengers can track the status of their reported issues, ensuring transparency and peace of mind.
feedback from cabin crew or airline staff on the progress and resolution.
Research
Passengers encounter various issues during flights, like seat malfunctions, unruly passengers, and entertainment system problems, which cause disruption.
In my research phase, I conducted brainstorming sessions to generate a variety of potential solutions for addressing the in-flight issue reporting problem. This approach allowed me to explore multiple ideas and identify innovative strategies that could improve the reporting process and enhance the overall passenger experience
User Interviews
I reached out to frequent flyers and passengers to hear about their experiences firsthand, allowing me to gain valuable insights into the challenges they faced and potential areas for improvement.
I conducted extensive user research, engaging directly with frequent flyers
INTERVIEW QUESTIONS
Tell me about your last In-Flight experience ?
Can you recall any instances where you observed another passenger facing an issue during a flight? How do you think such incidents are typically handled?
Did you ever report an in-flight issue to cabin crew?
How was the communication and resolution?
How could the reporting process be streamlined for your convenience?
Insights & Analysis
User interviews revealed a glaring gap, existing methods for issue resolution lacked swift action
Personas
Based on research insights, I created two user personas that encapsulate our target users' core characteristics and needs.
User Flow
The personas and insights from interviews helped outline a hierarchical task analysis, which we then used to create a user flow.
Storyboarding
Initial Sketches
Usability Testing
To verify the initial design, I carried out usability testing with 10 participants. The focus was on key features such as reporting, tracking, and adding trips
Based on various feedback from 3 peers + mentor feedback, I continually iterated my design over the span of 3weeks- with 3major improvements
Final Designs
