Client: LATAM airlines HQ (Chile, Peru, Brazil)
Design tools to help improve the passenger's experience during a contingency of a flight delay (1. nature-related contingency; 2. technical contingency)
Proposed solution: Change information, order and relevance of the screens at the airport
Prototype test: Test a number of different designs with information in various places, wording, and other elements to see whether it could become a solution to the contingency moment.
Goal: understand whether the client reads, what information do they pay attention to, whether the information is clear and understandable, etc.
Passengers get stressed because they can't follow up what's going on with their flight, many of them are not tech-oriented or don't have access to the app (current flight status tool), and they sometimes miss the updates on the speakers because they don't understand the language, sound is not good, or they weren't in an area where they could hear them. Additional to the fact that many airports don't have the speaker option.
1. Updating screens will reduce stress and anxiety on passenger's side
2. Following up instructions when written down is easier
3. Many of the questions they have would be answered, freeing up the staff to work on actual solutions rather than providing constant information
4. Passenger will trust the written information
5. Information in various languages should reduce the stress and anxiety on passenger's who don't speak the local language.
We recorded a number of messages for the passenger to listen to, where we informed of delays in a flight and a number of instructions to follow.
We presented the screens as the supporting tool for those instructions.
We analyzed people's reactions to the content, the positioning of the information, the design, the coloring, and other elements
1. Passengers' don't rely on screens as a secure source of information
- They perceive the screen as a secondary tool to consult information
- They rely on the information on the screen once it has been confirmed by a human
- Some people actually look at the screen first and take that as a current status update, but most will look for a secondary source
- Screens are managed by airport operator not the airline
- Screens are different in every airport so a consistent design would be a challenge
- Updating information may take time and information sometimes comes faster than this process
- Most people won't rely on the screens as a source for information
- People don't read information carefully (they can read it, but they just don't pay attention to it)
- Most people don't go to the screens as their first source of information
- People forget that they were told the information was available on the screens so they still come to the staff to answer questions
2. Design perception is very subjective
- It was not very evident which design to use based on people's preferences and subjective approach to design