Introduction
This project was for a mobile design class where we were asked to Improved or fully developed the experience at an inflight entertainment system. Topaz is a made-up airplane company with its customers main focus by offering a unique, innovative IFE, developing new thoughtful functions, which sets Topaz IFE apart from all current competing products.
My role:
App Designer and Design Researcher.
Time frame:
6 weeks
The Problem
It can be hard for people to enjoy flights with the numerous amount of issues that most users seem to experience. Noise level, outdated entertainment and/or bad wifi.
How can we solve this concern so the passengers would have a pleasant flight experience?
Project brief
Explore the user needs, airline requirements, and necessities to design a prototype for a proposed IFE system that facilitates these needs during flight and keeps them entertained.
To create an inflight experience that will meet the users expectations and needs.
The user will have an inflight experience that will meet their expectations and needs. We want to provide them with an experience that goes above their prediction.
Table of content
Research Phase
● Target Audience
● Mind map
● (Smart TV) Deconstruction
● User Survey results
● User Persona
● Empathy Map
● User Journey Map
● IFE Competitive analysis
User Interfase
● Flowchart
● use-case scenarios
● Visual Asset Inventory List
● Design process
● Wireframes
● Style Guide
● Final UI screens
● Prototype
● Ending Page
Research Phase
Target Audiance
Travelers
First time
Frequent
Buissness
Economy
Adults
Children
Mind Map
Hear
Needs
Says
● Destination info
● movies/ Shows
● Wifi
● Order food & drink
● Leg space
● Shopsky mall
● Journey status
● Control AC Light
● Control charging
● Possibility Play games
● Assistance
"I want the snack potions to be better."
"I wish I could use the wifi without it costing a fortune."
"Be able to order my meal through the entertainment system."
"I want the headphones to be better and have noise cancellation."
"I would want to be able to get a good night sleep during long flights
"I wish there were games I could play with other passengers."
"I wish the options of movies to choose from were better.
"
"I would want to avoid turbulence during my trips."
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Baby crying
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Offers from other airlines
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People eating
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People talking
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Snoring
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Captain speaking
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Bored
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Angry
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Hungry
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Anxious
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Restless
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Satisfied
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Entertained Annoyed
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Restess
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Relaxed
Feels
This system should offer
Possible experience enhancement
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Non-Disturbing pop-up notifications
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Entertainment system gets to know yourpreferences; makes suggestions on other shows
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you might like
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Free wifi
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Being able to que movie playlist or soundtracks
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Ability to order meals, snacks and beverages
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through entertainment system
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Control the air condition and light
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Check connecting flight and map over the airport
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for the destination
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Emergency routine
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Being able to book hotels/trips at the destination.
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Being able to play games with other passengers.
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Connect your own device to watch your own movies.
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Being able to activate some kind of massage system through purchases for better relaxation experience.
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Ability to see bathroom availability to avoid long bathroom lines
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Making onboard phone calls
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A library with relaxing melodies for those who have trouble sleeping during the flight
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Happy hour on wine and liquor for better price at certain hours.
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one free meal, etc.
Smart-TV Deconstruction
As a part of the research phase i deconstructed Apple's smart tv UI system and created a flow chart based on that experience. I found that the navigation system was easy to use and the categories and content the screen was well planned out and organized in a good way. Something i took into consideration while developing the flowchart for the IFE system,
User Survey
Next step in the research phase, I conducted a user survey. With the collected data, I Analyzed the major needs of the customers.
Next step in the research phase, I conducted a user survey. With the collected data, I Analyzed the major needs of the customers.
Good
Using Netflix app to download movies/tv shows for a long flight
Lufthansa, International to Europe, Business class; great service and quality. A row to myself and no delays
When I travel with my husband and our children. the kids love to fly and I feel in their feeling! I don't really like flying so when I sleep through the trip it is the best
A lot of space, good food, and the possibility to order food through the screen. Working Wifi and good selection of movies
Bad
Had a crying baby in front of me.
Entertainment system didn't work whole flight, was a 10 hour flight with nothing to do.
I didn’t have my headphones with me. I was seated next to someone who was very sick and he kept coughing and sneezing. There was a crying baby behind me. And the food wasn’t free.
Bad food, outdated movies, turbulence. Long and delayed flight! Crowded.
small, crammed, poor internet and average service
Key insights
Desired features the consumers would prefer at an IF
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Good movie catalogue and easy to use UI/UX
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Map of where you are and Better snack options!
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All aircrafts fully equipped with high speed internet
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Safe and good travel. Good food and drink. be able to surf the net. good shopping. good movie and nice service.
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More comfortable headrest positions.
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Free headphones (especially ones to fit the newest iPhone)
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Be able to book a taxi/hotel through entertainment system
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Massage
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More organisation for less chaos when it comes to
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waiting in lines etching stuff etc
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Happy hour wine.. otherwise perhaps wider range of music. Maybe so you can plug in you apple headphones.
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More things to do online while flight mode is on
Persona
"I am always so under stimulated while going on long flights".
Johan is a tech savvy guy who loves to explore and always keep himself buys. He is very social and likes being around people.
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Wants the extra out of every
experience
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Want the experience to
keep him from being bored & feeling stuck
Johan is always on the go and a very restless person. He needs something to keep him busy & entertained.
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The selection of movies and shows on existing on most IFE is outdated.
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Hard to be entertained during
long flights.
Empathy map
the selcetyion of movies and games in the IFE system is not so good.
I get bored easy.
Restless and under stimulated.
Other passengers complaning about the outdated IFE system.
THINKS & FEELS
User journey map
Passenger's action
Pre-dedparture
Take-off
Watching Movie
Having an in-flight meal
Waiting for the announcement to the board, John sits in the departure lounge at the Gatwick airport. Once the announcement is made, he goes to the departure gate where gets his boarding pass checked. David walks into the plane and finds his seat.
John is reading an in-flight magazine and enjoying the view out of the window during the takeof
John is flicking through the movies on the IFE system.
John chooses one of the dishes served by flight attendants.
John eats his in-flight meal.
Passenger's
Feeling
Passenger's
Experinace
Feeling a little anxious before the flight
Puzzled about not being able to use in-flight entertainment (IFE) during take-off.
Gets annoyed as there is not enough options when it comes to movies and food.
Feels unsatisfied as the meal was not good and the inflight snack options are not many and a lot of things to choose from is out of stock
Opportunities
Help passengers deal with pre-flight anxiety by offering free wi-fi, books, and movies in the waiting lounge and before and during the flight.
Inform passengers that the system is turn off during take-offs for safety reasons.
Organize movies into folders according to their genres. Put the "Most popular" folder first to ensure that it's seen immediately.
Being Able to costuming your own inflight snack store with options of you're choice
Passenger's action
Passenger's
Feeling
Passenger's
Experinace
Opportunities
Listen to music
Trying to sleep
Pre-Landing
Leaving the airport
John decides to listen to music but he soon gives up because the IFE screen is too slow to interact with and the music options is not really in his taste. He closes the music player.
He is trying to get some sleep but the noisy sound and the uncomfortable seats makes it harder for him to fall asleep.
John realizes he doesn't know where to go after landing and how to get to the city center
David leaves the plane, goes through the immigration control, picks up his luggage and leaves the airport.
Feels annoyed.
Inpatient
John looks for the necessary information in the IFE and on-board magazines but feels lost since he cannot find it there.
Feels unsatisfied as the meal was not good and the inflight snack options are not many and a lot of things to choose from is out of stock
Install a more responsive IFE screen. Connect you Spotify playlist and podcasts.
The possibility to get noise cancelling earphone along with better leg room. Additionally, the possibility to access the medley sound library for relaxing sounds.
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Give passengers the possibility a map of the airport of the departure city and information about connecting flights and the current gates act.
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Include the information on most popular tourist places and catering services.
Include information on local network service providers in in-flight brochures, the IFE, and in-flight magazines. And be able to buy sim card, wifi etc board.
Competitive analysis
I identified potential competitors and investigated the features they offered and evaluated their strengths and weaknesses. Therefore, I was able to map out possible features and ways to avoid some of the obstacles.
User Interface
User Flowchart
![JuliaWetterdal_GRDES76-SP2020_Flowchart_UsecaseScenarios-[återskapat].png](https://static.wixstatic.com/media/896e11_29543705c95645bf9c764b2c4150c4fd~mv2.png/v1/fill/w_980,h_430,al_c,q_90,usm_0.66_1.00_0.01,enc_avif,quality_auto/896e11_29543705c95645bf9c764b2c4150c4fd~mv2.png)
Story Board
Based on the two personas earlier created, I wrote up one possible scenario based on john and his expected needs
John is used to having a bad experience at longer flights since he is usually very under stimulated. He does not think that the IFE covers his needs.
As he starts to interact with the screen, he discovers a great selection of games to play. Even better, a function allows you to play with one of the other passengers in the flight.
He quickly navigates himself to the flight store to order some snacks for his gaming experience. He then goes back to pick a game and finds out on the screen that Nina is also playing and agrees to play the game with him.
They have a great time and almost forgot about the fact that they have been playing for hours. A notification pops up on the screen saying "Happy hour is now open".
Happily surprised about this offer, John pushes the button that takes him to the happy hour deals
He decides to buy two margaritas—one for him and one for Nina.
Nina gets extremely happy and shows her appreciation by thanking him in the chat function in the game.
Visual assets inventory
Lufthansa
As a part of creating the structure, I researched the competitors and how they are structuring their UI - This helped me spot which solutions are beneficial and which are not.
Statusbar
Navbar
Iconograpghy
Colorpalet
Wireframes
Navbar
Main content
Statusbar
Brand & logo development
Developing the brand identity, I decided that my airline's name would be Topaz airline and sketched out different solutions for a logo. I want the brand to communicate " luxury" & "over-The-Top," which should reflect in its name and logo.
Name:
Topaz stands & for a true expression of fire energy and it has been associated with it since ancient times in many cultures.
Topaz is a stone of nobility, love, passion, and purpose.
Color choice:
The color purple is often associated with royalty, nobility, luxury, power, and ambition.
Sketches:
Sketches:
Logo iteration:
Style Guide
Navbar icon
Final UI Screens
4
5
7
2
1
3
6
8
1
Navbar
5
Main content
2
Navbar icon
6
Airline Logo
3
Flight time info
7
Slide Bottom
4
4
8
Main category icon icon
2
Statusbar
Prototype
