Passport is a service that enables passengers to get to and from their destinations with a surprising amount of help.
Air Travel Isn’t All That Fun
According to the extensive research we conducted, which included surveys, interviews, and ethnographic observations, most air travel passengers loathe the airport. The feelings of stress and resignation were common amongst the people we talked to, largely due to the unreliability of the airlines. We knew we needed to address this with Passport.
Designing a More Personal Experience
Our approach was to design an experience that catered to the passenger. By delivering pertinent travel information in a timely fashion, we could help reduce stress and anxiety because as we discovered, poor communication from the airline was a huge cause of travel stress. We identified several key service moments of the air travel experience that Passport could intervene, and designed specific tools for those moments that could facilitate relevant communications.
We captured interaction touchpoints ranging from purchasing an online ticket, to the check-in process at the airport, using Passport on the plane, and even what it’s like to make that hectic transfer to a connecting flight. We knew we had to address each of these moments equally because their individual effects on the travel experience were additive, and flaws at any point of the experience would result in major customer dissatisfaction.
Service ecology of NY Airports
Passport's Service Blueprint
Imagining the Passport kiosk service
Creating Service Envy
In addition to addressing passenger needs, Passport was designed to be feasible for airlines to implement as well as a viable fixture in airport terminals. Airline kiosks are already installed in terminals and on-board touchscreen interfaces are also fairly common on passenger aircraft. We took this opportunity to build on top of existing infrastructure to improve the passenger experience.
A redesigned boarding pass
Kiosk interface with directions
Seatback screen displaying information