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. Hence, this case study was an opportunity for me to enhance the great service delivery not only restricted onboard, but also digitally.
Role:
Product Designer
Timeline:
Approx. 3 weeks (Aug - Sep 2020)
Tools
Figma, Miro, InVision, Maze
THE PROBLEM
Hurry up!! And wait…
Have you ever missed your flight because of the TSA lines? When working as a flight attendant, I’d seen passengers running to catch a flight they're almost about to miss, only to see that the TSA wait line is about a mile long. It happens in the airport all the time that travelers have to wait for the next available flight because they missed their tight connection flights while stuck in the TSA line.
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.
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.