Works | ANA Airlines: Improving the Airport Experience

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Overview

Our mission is to transform airport travel by creating a user-centric interface for seamless navigation through bustling terminals. We're dedicated to erasing potential challenges and replacing them with moments of pure convenience and delight. Key to our approach is the integration of the Star Alliance reward system, enhancing the travel experience while offering users a clear understanding of the benefits tied to the Star Alliance network.

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Challenges

Users often feel lost and overwhelmed due to a lack of clear itinerary information and poor wayfinding within the terminal. Many struggle to navigate between areas without sufficient signage or guidance. The limited availability of resources—like maps or staff support—only adds to their frustration, impacting the overall travel experience.

💡 Questions to highlight:

-> What are some pain points flyers frequently encounter when traveling?
-> Are there other factors contributing to a better traveling experience?
-> How might we improve the overall quality & ease of access to information & resources we provide?

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Our Goals

01 Improving Customer Experience

To improve the customer experience during ‘dead time’ between flights. Layovers are the number reason for users having dead time

02 Assisting Customers

We want to help customers make use of their time as well as aid them with support and answers to their concerns

03 Improve Awareness

We want to improve awareness while in the terminals of the airport and its services/resources

04 Brand Loyalty: Star Alliance

We want to create ways to build brand loyalty with Star Alliance and its network of airlines

05 Flight Updates

We want to provide clear and concise updates on flights and itineraries wherever they may be

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User Research

-> User Surveys

My research phase consisted of creating a survey given to 25 users to better understand the following areas of thought:

-> What are some pain points flyers frequently encounter when traveling?
-> Are there other factors contributing to a better traveling experience?
-> How might we improve the overall quality & ease of access to information & resources we provide?

-> Pain Points & Ammenities

Acquiring analytics and information about these variables is key to understanding the user and designing solutions for them. By pinpointing the pain points a user experiences, we can further develop ways to better their in-app and airport experience.

👎Frequent Issues

👍Most Favorited Ammenities

01 Getting Lost in Terminals

Travelers often feel disoriented navigating large terminals without clear signage or directional support.

01 Coffee Shops / Cafes

Travelers love convenient access to coffee and light bites as a comforting and energizing part of their journey.

02 Lack of itinerary information

Limited access to real-time itinerary updates leaves users unsure of where to go or what to expect next.

02 Restaurant / Bars

Dining options offer a welcomed sense of normalcy, allowing users to relax, refuel, and pass time enjoyably.

03 Lack of resources provided during layover

During long waits, passengers are frustrated by the absence of helpful tools, staff, or guidance to make the most of their downtime.

03 Relaxation / Leisure Activities

Spaces for rest, reading, or low-effort entertainment help reduce travel stress and enhance the overall experience.

-> Our Main Concerns

Based off our survey data we've concluded that some of these data points are most prevalent for frequent travelers:

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User Persona

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