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.

1. Adaptive Service Design | Spring 2013
Waiting
An Adaptive Service Solution
for Airports
By
Jonathan Chan
Lakshmi Kumar
Linlin Pan
Friday, March 1, 13

2. The Team
Linlin Pan Jonathan Chan Lakshmi Kumar
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3. Our Process
Literature Review
User Interviews
Synthesis
Ideation
Formgiving
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4. 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/
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5. 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
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6. Interviews
We interviewed a pilot, a ground crew
worker, and several passengers.
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7. 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.”
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8. 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.”
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9. 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.”
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10. Affinity Model
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11. Ideation
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12. Identifying the Problem
Flight delays
Long lines
Uncertainty during missed
connections
Being aware of boarding
announcements
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13. Design Opportunity
There is an opportunity to engage
passengers to help them to feel less anxious
during long wait times in airports.
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14. Solution
To create an electronic boarding pass that
provides passengers with personalized
information that adapts to a passenger’s
current situation.
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15. 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.
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16. 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.
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17. 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.
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18. Solution
The e-boarding pass updates as boarding time nears.
Group information becomes available.
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19. Solution
Once boarding begins, John can see his pass turn red
and the time remaining at the gate.
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20. 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.
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21. Stakeholders
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22. 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
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23. Service Blueprint
Current Stage
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24. Service Blueprint
Future Stage
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25. Service Blueprint
Future Stage
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26. Service Blueprint
Future Stage
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27. Thank You!
Linlin Pan Jonathan Chan Lakshmi Kumar
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28. Questions?
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