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Airport service presentation
 

Airport service presentation

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Presentation made for a class in Adaptive Service Design taught by Jodi Forlizzi at Carnegie Mellon University.

Presentation made for a class in Adaptive Service Design taught by Jodi Forlizzi at Carnegie Mellon University.
Created by Linlin Pan, Jonathan Chan and Lakshmi Kumar.

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    Airport service presentation Airport service presentation Presentation Transcript

    • Adaptive Service Design | Spring 2013 Waiting An Adaptive Service Solution for Airports By Jonathan Chan Lakshmi Kumar Linlin PanFriday, March 1, 13
    • The Team Linlin Pan Jonathan Chan Lakshmi Kumar 2 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Our Process Literature Review User Interviews Synthesis Ideation Formgiving 3 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Online Research “MeetAtTheAirport.com can now make fantasy a reality. Share a drink with an attractive stranger in the totally safe environment of a public airport.” http://meetattheairport.com blog.familyrosary.org “Being a veteran flyer now, I have come to know that there is a wonderful game of hurry-up-and-wait played whilst waiting for a given flight.” http://andheblogs.andyrush.net/the-value-of-waiting-in-airports/ 4 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Some Popular Apps iFlyPro Airport Transit Guide GateGuru Airport Guide+Flight How to get from the airport to Airport Info & Flight Tracker the city worldwide Status Support 5 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Interviews We interviewed a pilot, a ground crew worker, and several passengers. 6 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Interviews Passengers’ strongest memories associated with travel are related to waiting at airports. Passenger was stuck in an airport for eleven hours. Was offered a meal voucher for twenty-five dollars, but was still unsatisfied because she was bored. “I was offered food and drink during the delay which lasted three or four hours.” 7 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Interviews One of airline staff’s highest objectives is to communicate the current state of their passenger’s trip. “I tried to portray a friendly image to help the passengers.” “Keeping passengers informed through various communication methods is vital.” 8 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Interviews Airline pilots communicate information that passengers care about in a relational way. “I love to share the weather and the time on the route for the passenger.” “Sometimes they would tell jokes to comfort the passenger since we don’t deal with passengers face to face.” 9 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Affinity Model 10 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Ideation 11 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Identifying the Problem Flight delays Long lines Uncertainty during missed connections Being aware of boarding announcements 12 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Design Opportunity There is an opportunity to engage passengers to help them to feel less anxious during long wait times in airports. 13 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Solution To create an electronic boarding pass that provides passengers with personalized information that adapts to a passenger’s current situation. 14 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Personas Anne 32 years old Single mother with two children. Background Anne’s emotionally exhausted when she travels. Her children are energetic, so they require her constant attention. 15 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Personas Roger 38 years old Salesman who travels Background Roger sells medical devices to clients throughout the country. His job requires him to travel on a tight schedule. 16 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Solution John Doe just picked up his e-boarding pass. He receives a welcome message and flight information. He has one hour to reach the gate. 17 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Solution The e-boarding pass updates as boarding time nears. Group information becomes available. 18 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Solution Once boarding begins, John can see his pass turn red and the time remaining at the gate. 19 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Solution John reaches Dallas and even before he deplanes he finds out that his flight has been delayed. The recovery service provides a free coffee which can be claimed via the pass and an apology. 20 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Stakeholders 21 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Experience Journey Electronic Boarding Pass User Experience Journey Check time to Receive In-person MORE HAPPY gate Check Notification wait time apology and Receive to board gift Flight Delay personalized Flight Delay message Deplane for Offer Show alternate connecting Voucher flights flight Return boarding pass at security kiosk Security Rebook and Go to TSA board flight Enter Receive Check Find Deplane at Board flight airport boarding Gate final destination pass Wait in TSA line LESS HAPPY 22 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Service Blueprint Current Stage 23 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Service Blueprint Future Stage 24 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Service Blueprint Future Stage 25 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Service Blueprint Future Stage 26 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Thank You! Linlin Pan Jonathan Chan Lakshmi Kumar 27 | Adaptive Service Design | Spring 2013Friday, March 1, 13
    • Questions? 28 | Adaptive Service Design | Spring 2013Friday, March 1, 13