Improving the Airport & Marketplace experience with Augmented Reality.
Developing FindAR to enhance the airport boarding and marketplace shopping experience, catering to both new and existing users.
Category
Service Design
UX Design
Interface Design
Team
Abhishek Bhadani (Lead)
+3 Wipro designers
Tool
Figma
FigJam
Time Span
1 Month
My Role & Responsibility
Leading the design team. Problem Identification, Primary and Secondary user research, Start to End UX process, Wireframing, Interface Design, Prototyping.
Problem
Difficulty in finding details like offers from nearby stores based on their location or search criteria, lack of efficient navigation for an aircraft boarding procedure and information regarding offers at airport shops.
Point of view Statement
Users need real-time navigation assistance for tasks like boarding flights and details about offers from nearby shops in a certain place since they have trouble locating the best deal for themselves and navigating the correct way at the airport.
🙋🏻♂️ Tell me,
When was the last time you navigated any big airport without any confusion about where to go next for the boarding procedure❓
You may not recall, and that's perfectly understandable. When visiting a large airport for the first time, most of the people feel confused and uncertain about the next steps in the boarding process.
🎯 Secondary research
I was reading an article on Medium, "Why people get lost in airports" by Andrew Cave. Based on his research,
Low AEF participants spend more time searching for what to do and where to go.
People with Low AEF familiarity spend less time intuitively navigating than those with High Familiarity
Now the question is, What is AEF? and How to calculate AEF?
AEF stands for Airport Environment Familiarity. We can examine differences between Low and High AEF passengers using these three codes.
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Search: The passengers scanned their surroundings, inspecting various elements in an attempt to find something useful.
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Assessing/acquiring information: The passengers sighted a sign and acquired information from it.
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Going/doing: The passengers identified a point and navigated to it with confidence.
Passengers can’t navigate intuitively if they can’t figure out what they are supposed to do first. Low AEF passengers spent more time searching for where to go and what to do.
Low AEF participants spent significantly less time intuitively Assessing/ acquiring information than High AEF participants
This means that a Low AEF passenger is more likely to have a longer interaction, which involves more conscious processing, and may not even acquire useful information from an element.
The key takeaway here is that individuals who are already familiar with a specific airport require no assistance as they already know what to do and where to go next, But those who are less familiar with a specific airport and similar settings may experience confusion. So the obvious solution is to get people to use airports more frequently, right? The problem here is,
The frequency that most people fly over the next few years is only slowly increasing.
🎯 Another Problem Identified
During our research, we discovered a common issue among passengers who wish to make purchases at the airport duty-free shops. Many of them are unaware of the full range of shops available within the airport premises. Similarly, when customers visit a marketplace, they may not be immediately aware of all the promotions and deals offered by nearby stores.
🚶🏻 Mapping the user journey,
To find the opportunity, we compile all the information.
That allowed us to gather insights along with their action and thought. We created three different journeys for three different scenarios.
For airport boarding,
For shopping from airport duty free shops,
For shopping from marketplaces,
👁️🗨️ Potential opportunity,
For airlines navigation,
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Overview of different locations and navigation with defined path.
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Relevant information about the user’s flight.
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Flow chart list of necessary steps that need to be taken.
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List of related FAQs.
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List of prohibited items in a better visual form to avoid unnecessary confusion.
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Better assistance to the airline check-in counter
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Simplifying Repetitive ID verification process
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Gamified route navigation and surrounding
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Emergency Health Contact & Services.
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Showcase City Map.
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Emergency Route.
For airlines shops,
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Better way to compare all the available offers at all stores
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Overview of different shops and navigation with defined path.
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Better way to find a specific store.
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Better Visual form to showcase different gates
For airlines shops,
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Overview of different shops and navigation with defined path.
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Better parking navigation
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Better way to memorize where the vehicle is parked
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Better way to compare all the available offers at all stores
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Better Brand visuals to excite users to shop
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Gamified visual element
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Way to compare food offers online
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Less than 2 items queue for fast check out from the store
🧠 How might we questions
To open up the exploration space to a range of possibilities,
We grouped potential oppourtunity to define HMW questions that help us to move on to the mass generation of ideas in the Ideate phase.
🏛️ Information Architecture
Now it's time to architect the flow. We used all our insights to construct the architecture of the application.
🧑🏻💻 Low-fidelity wireframe
Iterate hand drawn wireframes to define the basic elements, layout, and user flow that help the team to focus on functionality.
Transform the chosen wireframe into a visual representation to assess its structural and layout elements.
🎬 FindAR final design
Presenting the final screens to focuses on how users interact with FindAR, considering the behaviors and responses to user actions.
Note: Mockups include video visuals. If you can't see them at first glance, wait for a few minutes
Bringing multiple option for sign up and login ensuring a smooth login process
After successful login or sign-up, users are directed to the home screen.
It provides a clean interface with two main options: "Airport Assistance" and "Marketplace." This approach aligns with the users' need for real-time navigation and details about nearby offers.
In Airport Assistance, users are presented with a screen that prompts them to enter their PNR number or scan their flight tickets. The design ensures a straightforward and intuitive process for obtaining relevant flight information.
The background color of the flight details screen adjusts to match the brand colors of the respective airline. That help users to quickly associate the information with the specific flight company, reducing the cognitive effort required for recall.
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Flight details screen also offer users a clear and easy-to-follow list of boarding steps based on their needs. Our research revealed that passengers may struggle to navigate intuitively if they can’t figure out what they are supposed to do first.
The clear path in the AR view visually guide users through each boarding step with a cohesive and easily-followed trajectory. So that users can effortlessly follow the boarding steps in a logical and connected sequence, promoting a smooth and intuitive experience.
The top area prioritizes visibility by providing real-time flight details, allowing users to stay informed about the current status of their flight
And the bottom area reduces the need for users to recall information by providing a clear visual representation of the current boarding step and associated tasks.
Airport route feature provides flexibility and efficiency in route checking, allowing users to easily access information about specific important locations, making the overall navigation process more user-friendly and efficient during boarding procedures.
To simplify decision-making, the marketplace screen present clear and distinct options for locating the user and manual entry, reducing cognitive load and allowing users to choose their preferred method efficiently.
The Marketplace AR view visually organizes promotions and deals, creating a cohesive and easily digestible display that guides users intuitively to explore nearby store offerings.
The filter feature enable users to modify and reset their preferences easily, promoting a flexible and forgiving interaction that puts users in control of their browsing experience.
