Reimagining the Future of the LAX Airport Experience.
A white-label app with connected data infrastructure to enhance comprehensive travel planning, initially tailored for LAX.
Fragmented airport services cause confusion and delays, highlighting the need for a unified solution to streamline travel and enhance user satisfaction.
Enhanced and Streamlined Travel Experience
Simplifying the journey from parking to boarding, reducing stress for travelers. By providing a seamless, interconnected platform, travelers can navigate airports effortlessly, reducing stress and improving overall satisfaction.
Increased Revenue Opportunities
Creating new revenue streams for airports through innovative partnerships and advertising opportunities.
Data-Driven Optimization
Providing valuable insights to airports for enhancing operational efficiency and service quality.
Comprehensive Travel Planning
Integrates flight booking, hotel reservations, and car rentals.
Seamless Data Exchange and Personalization
Uses APIs to ensure real-time updates across services. Tailors user journeys based on traveler data.
Design Process
In 10 weeks, we conducted research, ideation, prototyping, and testing. Initial weeks focused on understanding user needs and ideating solutions. The latter half involved iterative prototyping, usability testing, and finalizing the user interface, leading to a polished deliverable for LAX.
We conducted surveys, airport ethnography, traveler and aviation expert interviews, and a cultural probe in public spaces to uncover pain points and define user archetypes.
Affinity Mapping
Analyzed 1600+ insights from the research to identify key pain points and formulate "How Might We" (HMW) questions to drive solution-focused design.
After conducting extensive research and affinity mapping, we identified key archetypes and developed detailed personas to accurately represent user needs and behaviors.
Pain Points
• Disconnected travel platforms causing inefficiencies.
• Lack of real-time flight and gate updates.
• Limited personalized traveler experiences.
How Might We
guide passengers seamlessly through the airport while immersing them in a more engaging and satisfying travel experience?
Ideation and Wireframing
After defining the pain points and crafting HMWs, we conducted ideation sessions to explore various potential solutions and features for our application.
Usability Testing
Challenges and Learnings
• Balancing scalability with LAX-specific customization.
• Ensuring seamless API integration across multiple services.
• Learned the importance of iterative testing for complex ecosystems.
Reflection and Future Hope
• Gained insights into designing for diverse user needs.
• Strengthened collaboration skills with cross-functional teams.
• Hoping to expand app scalability to global airports.
• Integrate AR for real-time navigation and enhanced user experience.
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