The future of automated passenger procedure 2025: Designing Happy Flows

The future of automated passenger procedure 2025: Designing Happy Flows

Saremi, P.

Vermeeren, A. (mentor)

Industrial Design Engineering

Industrial design

Design for Interaction

2015-10-30

The future airports will need to handle increasing numbers of passengers as well as adjusting to an ageing population with limited computer skills. The increasing need for fluid mobility will place enormous pressure on airports, as they seek to provide seamless coordination of transport and freight solutions. Current infrastructure constraints will lead to a demand for more efficient utilisation of existing airport capacity. The airport of future will face the changing responsibility of ensuring punctuality and an efficient process on the one hand, as well as guaranteeing the security of passengers, personnel under conditions of a growing infrastructure. To cope with these challenging responsibilities, the airport needs to handle passengers faster and more efficiently in order to reduce the ground time. In addition, the increasing expectations of passengers needs to be addressed in terms of providing a more comfortable and attractive airport. Different groups of passengers expect a trouble-free journey, regardless of what kind of problems may occur. Interestingly, innovative self-service solution are being developed by a number of companies to address passengers’ differing needs. In designing the self-service kiosk, the key notion of user experience was abandoned, by offloading the responsibility for the front-end activity to the passengers. (Accenture future of Service Design 2014, p.37) Having a holistic view on User Experience design, this project explored the possibility of creating a user-friendly automated procedure that meets different passenger needs and stakeholders ambitious, in order to smoothly lead passengers through the steps of the ground procedure. Several field and users studies led to understanding and defining the most important experiences that passengers foreseen. Together with these outcome, this thesis envisions the future of automated passenger procedure by understands the ambitious of KLM and Schiphol, and empathising with passengers. Through this thesis, the visions are translate into tangible models to examine the experiences and values that each vision evoked in passengers, as well as underline the feasibility and limitation of each concepts. Evaluating the translated vision narrows down the process into the final conceptual design. The final design is a one-stop service procedure, where passengers are going through all the checkpoints at once. The designed form provides passengers with seamless and efficient flow, this procedure provides passengers with structure and guide them through the process. In addition, he chosen technology induces feeling of empowerment and control in passengers. Subsequently, the final conceptual design is the result of integration of five values of : control, comfort, respect, entertainment and flow, as well as consideration of stakeholders ambitious and possible tasks integration. As a result of several evaluations and iterative developments, this project provides a set of standards to be considered when designing and developing the automated passenger procedure in present and the future.

Design
Aviation

http://resolver.tudelft.nl/uuid:4232f17b-6eb2-445a-8bd6-403f9b9a79fb

Campus only

Student theses

master thesis

(c) 2015 Saremi, P.