STAR ALLIANCE
UI/UX | DIGITAL EXPERIENCE
How can a mobile app improves the layover experience and build brand loyalty?
*Presented to Edenspiekermann
The big questions of this project:
› How to improve layover experience?
› How to kill the death time during long layover?
› What can be added to build brand loyalty
with Star Alliance?
Brainstorming
Research 01
I started the project research by looking at my past layover experiences at international and domestic airports. I personally feel layover experience can be a pain because every country has different TSA regulations, confusing wayfinding, and speak a different language. The hassle of pulling out important documents from my bag and searching for the flight board to get flight updates are very inconvenient. In addition, some travelers have to experience a long layover that leaves them in boredom because they don’t know what to do besides eating, sleeping, or streaming movies.
Research 02
Online Survey
To gain more perspective from other frequent travelers,
I conducted an online survey that centered on how people manage layover, what are the concerns they have during that death time, and what can be improved.
The majority of respondents:
› Male 20-30 yo.
› Economy Passanger
› 4-8x travel abroad
› Travel for vacation
Research 03
Customers Journey Map
What Users want?
“Airport that has so much to do”
“ I want to explore the city, but some county required visa”
“ Can’t find interesting activities at the airport”
“ I had to go through all the list in the flight board just to
find my flight status”
Problems
› Different country regulations can be confusing
› The hassle to find flight update
› Worry about losing important documents
› Limited activities at the airport
A mobile app that answers all your questions during layover.
› Provide clear flight/airport update
› Give guideline and information
› Sync important documents.
Solution 01