AirNet
User Experience Research & Service Design
Barcelona, Spain
How can the context of Smart City provoke solutions to make the waiting experience at the airport more enjoyable so that it switches from a waste of time to a moment where time flies?
The research, analysis and study of airports discovered the importance of passengers’ feelings and emotions through their journeys. Passengers want to connect, interact and have more information. AirNet is a service created for solo travelers who want their time to fly in the airport. Passengers will be informed and connected, feeling safe and comfortable within their environment.
AirNet is a smartphone application to make waiting experiences at the airport more enjoyable so that it switches from wasting time to making time fly. The service was created using design thinking methodologies. The process included developing personas, building customers' journey, cognitive and stakeholders' maps, conducting 1-on-1 interviews, conducting co-creation sessions as well as prototyping for empathy and ideation. We designed a service blue print and a business model strategy.
The project was nominated for the ELISAVA Professional Edition Award.
AirNet full package and the application's description video are available to be shown upon request. The project is a collaborative work and part of ELISAVA MaRDI program. Apprenticeship through ELISAVA.
Client: MediaLAB Amsterdam.
Client & brief. Major research findings. Service naming & value proposition.
First major findings after using 13 research themes: traveler journey, emotional journey, innovative airports, entertainment & attractions, existing airport technologies, waiting & queuing, timing, factors that influence waiting, psychology of waiting, travel retail, TV shows, security after Belgium bombing and El Prat passengers affluence.
Methodologies & tools
1. Airport visit
2. Research collage
3. Stakeholders
4. Personas
5. Customer Journey maps
2. Research collage
3. Stakeholders
4. Personas
5. Customer Journey maps
6. Surveys
7. Interviews
8. Cognitive maps
9. Co-creation
7. Interviews
8. Cognitive maps
9. Co-creation
10.Prototype
11.Design for play
11.Design for play
Four stakeholders maps has been done for this project along with a stakeholders' value map.
6 personas are created. Each persona has a detailed description& its own customer journey map.
Persona description.
Persona customer journey map.
Interviews has been conducted with more that 20 person. The interview has 20 questions.
Cognitive maps & insights. We asked 20 people to draw their airport journey experience.
Co-creation workshop & insights.
Second major findings after using design thinking methodologies mentioned above.
Ideation.
Service design map.
Business Model Canvas.
Device rendering.
AirNet, the application flux diagram.
Thank you!
