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)
recommendations that the person interviewed liked)
App
Deconstruction
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
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.