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AEROSCAPE
Flight Anxiety & Multi-devices
Tools Used
Invision
Sketch
Google Doc
Illustrator
ROLE
User Researcher, UX/UI Designer
OBJECTIVES
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Reduce anxiety in the airport experience
2. Wayfinding in airports
3. User research focus
TABLE OF CONTENTS
Defining
& Planning
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Design Brief
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Competitive Research
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Design Standards
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Personas
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Storyboard
Inspiration
& Design
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Sketching and wireframing for multi devices
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Sketching and task flow for types of anxiety
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Sketching and task flows for anxiety stages
Diagramming & Prototyping Iterations
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Lo-fidelity for multi-device
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Lo-fidelity for types of anxieties
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Lo-fidelity, med and hi fidelity for anxiety stages
Refining & Testing
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Reiterating and focusing scope
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Focusing for multiple anxieties
RESEARCH
Conducted analysis of industry players and drew inspiration from them and analyzed features
How might we solve for anxiety in general?
Solving anxiety through multi-devices and appealing to multiple senses (visual, auditory, smells, touch)
Accessibility designing with multiple devices allows hearing impaired or sight impaired alternatives (have voice activated coach to help with a navigator or visual coach or both) also allows for the vitals to e recorded via smartwatch (similar to Apple Watch & Apple Health)
Sketched out solutions for each individual coping mechanisms
How does anxiety manifest for travelers
Individual Coping Mechanisms
Control & Planning: the need for real-time information
The behavior of Others: Focusing on anxiety relieving signs
Distracting: more games available to play music & TV to watch
Familiarizing: a coach, breathing techniques positive self-talk
Decastrosphizing: visualizing worst case scenario and how to overcome
Universal Factors:
Motivational, cultural, social & environmental
Scheduling: missing plane and rescheduling resulting in delays
Personal: mindset of flying: plane most risky means of transportation in face of technical problem
Crew: pilt looked young increase anxiety more likely to make technical mistake
Weather: weather was bad more likely to interfere with technical conditions of plane
Social issues: of certain preconceived notions of passengers in flight
How does anxiety manifest for travelers
Individual Coping Mechanisms
Control & Planning: the need for real-time information
The behavior of Others: Focusing on anxiety relieving signs
Distracting: more games available to play music & TV to watch
Familiarizing: a coach, breathing techniques positive self-talk
Decastrosphizing: visualizing worst case scenario and how to overcome
Universal Factors:
Motivational, cultural, social & environmental
Scheduling: missing plane and rescheduling resulting in delays
Personal: mindset of flying: plane most risky means of transportation in face of technical problem
Crew: pilt looked young increase anxiety more likely to make technical mistake
Weather: weather was bad more likely to interfere with technical conditions of plane
Social issues: of certain preconceived notions of passengers in flight
Brainstorming for
the PLANNER persona
Tracking flight and real-time updates
Planning persona: wants more information about the flight, how long the turbulence will last when to take off, all the information on time schedule and airport maps (one may want more of dashboard-style information in glasses and more detailed airport map and navigation)
Brainstorming for the FAMILARIZER persona
Coach & Avatar Direction
Familiarizing: one wants a coach in their ear throughout the flight using breathing techniques possibly being voice they know or that is familiar, self-talk (one may want more meditation and breathing techniques more reliant on their watch and vitals as well)
Brainstorming for
the DECASTROSPHIZER
persona
Positive Visualization and Education
Visualizing event (PTSD studies with VR) visualizing before flight) and educating passenger about the flight and the process
Brainstorming for the DISTRACTOR persona
Utilized gamification as a potential solution
How to coordinate and emphasizing the game experience for the airport and the “path” they choose and what interactions may pop up along the way. Wayfinding through accumulation of token and rewards at each points (Microsoft Hololens and Pokemon Go)
Meditation: breathing and meditation techniques and game to calm user down. Apps that predict turbulence or have breathing techniques (Calm, Sky Guru, Flying Calmly)
DIVERGENT RESEARCH: EXPLORING ANXIETY
Proto Persona Chosen: "Planner"
Most realistic persona to solve for can assist with preboarding and flight planning and has fewer variables as compared to the other anxiety types
Our product was designed to alleviate anxiety prior to the flight, at the airport, and on the plane. We observed that the airline industry doesn’t accommodate to users’ anxieties. This prevented users from booking flights and contributed to anxiety pre-flight
Research Showed Anxiety is highest during 3 points: preflight, inflight, and during flight for anxiety
The User Journey of "The Planner"
Preflight Anxiety: travel time and traffic, take off schedules, security checks and passport controls, delays in departure, gate closure, flight safety, packing for carry on items
In Airport Anxiety: checking in, checking bags, gate delays, security lines, finding their gate, if they need to take airtran or not and distance between security and their gate, missing their flight, boarding on time and issues with weather conditions, real time updates if gates changed
During Flight: turbulence, lack of control, no real time updates, fear of heights, plane crashes, insecurity from terrorist atttacks and weather conditions, lack of control (in making sure all technical process of plane in order)
Solution: having positive self-help talk, games to play to calm them down
Solutions for Pre-Flight Anxiety
Task Flow
Solutions for pre-flight anxiety
Select boarding passes and check-in
Select seat, bags, meals
Select Payment
Designed flight notifications to help streamline the check-in process
Extra moment of delight for planners, who are often anxious about being prepared before they arrive at the airport
Design Solutions for a multi-device scenario
Can we improve this experience with AR/VR?
Building Dashboard for VR
Selecting items focusing on gesturing
Building Dashboard for Multi-devices
Selecting items focused on VR, Apple Watch
and Smartphone
Dashboard
TRAVEL TIME & AIRPORT NAVIGATION
Ordering Uber, solving for Navigation and way-finding
Solving for Navigation and
way-finding
Solving for getting to the airport
In the Uber on the way to the airport
BRAINSTORMING FOR THE IN-AIRPORT
Solving for Navigation and wayfinding
Airport Experience (Leena Sahu)
In airport locating bag drop
In airport locating check-in
In the airport scanning boarding pass, ID and making any payments
BRAINSTORMING FOR THE FLIGHT & LAYOVER
In-Flight Process
Layover Flight
After Flight
Baggage Tracking for mobile
LEARNINGS & CONCLUSIONS
Learnings
1. Prototype for AR and VR how to account for spatial design
2. How to disclose information on screen and how to present information at each point
3. Gesturing studies includes the physical expereince and considerations
4. Issues with the physical expereince and needing enclosed environment for VR
5. How VR And AR are used for anxiety and for (imaginary friends)
Conclusions
After user research, I was ready to summarize the findings. I found that it was difficult to solve for all the different anxities and how we need to solve for one in time allocated
