AVIANCA AIRLINES MOBILE APP
Experience a pleasant layover experience with a personalized itinerary.
ROLES
UX Designer
Researcher
TOOLS
Figma
Adobe Photoshop
TIMELINE
2 Months
OVERVIEW
Background:
Flight layovers are a major pain point to customers. During layovers, they’re often forced to endure boredom during ‘dead time’ at airport terminals. This issue is addressed by creating a digital experience through a mobile application.
The Goal:
Research, prototype, and build a digital UX/UI for a Star Alliance airline to improve the customer experience during passenger’s layovers.
Project Timeline
User-Centric Research ⌕
Stage 1
UI Design
Stage 2
Prototyping & Presentation
Stage 3
Stage 3
THE PROBLEM
Dead time during a flight layover. 🥱
Airline travelers are forced to spend hours waiting during a layover with a lack
of in-airport navigation & activities to pass the time. However, airline apps
do not address this issue on how they can create a schedule based on their needs.
MARKET RESEARCH
What are travelers thinking? 🧠
We brainstormed what goes through traveler's minds when they are at the airport.
This helps to understand their thought process and to generate survey questions.
Survey & Insights ✏️
I conducted a series of 3 direct interviews with frequent flyers through in-person, one on one interviews
and a Google Form to provide an insight on what could be improved and the typical flying traveler's experience.
(Messy interview notes I wrote along w/ app
recommendations that the person interviewed liked)
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recommendations that the person interviewed liked)
App
Deconstruction
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Survey Findings
User Persona 👤
In order to gain insights on their pain points and potential gains, I created a user persona
to represent the target audience based on survey results.
User Journey Map 📌
I developed a journey map reflecting the current user experience to visualize
the process and identify stages requiring enhancements.
the process and identify stages requiring enhancements.
🌟
Key Insights from research and journey map:
01. Time Management
Frequent travelers who have flight layovers have
a need for timely updates and constant
reminders of time left before boarding their flight.
02. In-app booking & recommendations
Most airlines do not show what restaurants &
other amenities are offered on their mobile apps.
Most airlines do not show what restaurants &
other amenities are offered on their mobile apps.
Starting the Design
After brainstorming, I created low-fidelity wireframes on figma.
Style Guide
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User Feedback Incorporated
Countdown Timer
Continously keeps track of the
amount of layover time that is left.
amount of layover time that is left.
In-App Booking
Book services in app rather than having to access third-party websites for each service.
Recommendations
Automatically recommends itinerary services based on pre-selected options.
