United Airlines
TSA Wait Times Predictor and Report Features Added to the Existing App
United Airlines
Overview
Luxe Beauty, a luxury cosmetics brand, aimed to enhance its digital footprint to better reflect its premium products and sophisticated brand identity. The goal was to create a visually stunning, user-friendly website that would attract high-end customers and provide a seamless shopping experience.
Service
App Redesign
The Challenge
PORTFOLIO
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There is no doubt that the mobile app plays a big role for airlines. Now more than ever, travelers want the ability to stay informed and rely on technology to serve them during their journeys.
Role:
Product Designer
Timeline:
Approx. 3 weeks (Aug - Sep 2020)
Tools
Figma, Miro, InVision, Maze
THE PROBLEM
Hurry up!! And wait…
Imagine you’re stuck in a long, snaking TSA security line at the airport, anxiously checking your phone as your flight departure time inches closer. Sound familiar? We’ve all been there.
THE SOLUTION
An Informed Traveler Is a Happier Traveler
Travelers on the go need faster, easier access to information about their flights, directions, parking, terminals, and all other knowledge concerning the airport. A TSA wait time predictor that travelers can monitor or get notified of the hubs they'll be using so they can at least get an idea of how long they’ll be standing in line and can plan accordingly.
Added Features
when users at home
Check Wait Time Updates
From the home screen, users can access the TSA wait time updates 24 hours prior to departure.
at the airport or half-mile radius from the airport
Check Wait Time Updates
Find the Fastest Checkpoint
From the home screen, users can access the TSA wait time updates 24 hours prior to departure.
50 meters radius from the checkpoint
Track and Report Wait Times
Upon arrival at the checkpoint, users can track and report their wait times.
Assessing before the redesign
Fill the Gap
As this project aimed to add a conceptual feature, at the outset of the project, I began with online research and prioritized improving United's conversion rates, repeat visits, and mobile engagements. This research plan outlined goals, methodologies, participants, and timelines.
Market Research
Airline apps carry a great scope and serve a multifaceted role, from booking to check-in, pre-flight until inflight. Below are a few insights I uncovered.
Qualitative Interview
I sought out individuals who have used airline apps for their traveling and ended up spoken to 5 people from diverse backgrounds.
Interview comments
Derived Insights
Insight #1: Users want to avoid any awkward orembarrassed TSA encounters.
Opportunity area: Prepare travelers with a checklist for TSA policies and regulated items onboard. Have updated security procedures with prudent placement in the app.
Insight #2: Users want to use a simple encompassing one-stop shop for flights and travel planning, rather than sifting through mobile applications.
Opportunity area: Incorporate wait time information with the proper frequency of push notifications.
Insight #3: Users want to get different sources of TSA wait time predictions.
Opportunity area: Offer both live updates and historical data wait time predictions.
United Airlines Waze SOS Upped Events