Southwest Project
This quarter-long project is sponsored by Southwest Airlines
Year
2025 Spring
type
Team project
Category
interaction design
Project Overview
Project Overview
This project aims to reimagine the travel experience by leveraging innovative technologies to elevate every touchpoint of the journey, while upholding the gold standard of customer service. By integrating seamless digital solutions with personalized, high-quality service, the project seeks to set a new benchmark for excellence in travelling.
This project aims to reimagine the travel experience by leveraging innovative technologies to elevate every touchpoint of the journey, while upholding the gold standard of customer service. By integrating seamless digital solutions with personalized, high-quality service, the project seeks to set a new benchmark for excellence in travelling.
Project Overview
This project aims to reimagine the travel experience by leveraging innovative technologies to elevate every touchpoint of the journey, while upholding the gold standard of customer service. By integrating seamless digital solutions with personalized, high-quality service, the project seeks to set a new benchmark for excellence in travelling.
understand THE PEOBLEM
understand THE PEOBLEM
We are focusing on the GATE area—where travelers have completed their TSA check-ins and they are waiting to get on the plane. However, many things can happen during this phase—fight gets cancelled, reschedules, special help needed, etc. How can we better help travelers communicate and let CSA agents better assist travelers more effectively?
We are focusing on the GATE area—where travelers have completed their TSA check-ins and they are waiting to get on the plane. However, many things can happen during this phase—fight gets cancelled, reschedules, special help needed, etc. How can we better help travelers communicate and let CSA agents better assist travelers more effectively?
understand THE PEOBLEM
We are focusing on the GATE area—where travelers have completed their TSA check-ins and they are waiting to get on the plane. However, many things can happen during this phase—fight gets cancelled, reschedules, special help needed, etc. How can we better help travelers communicate and let CSA agents better assist travelers more effectively?
tensions
tensions
-Customer autonomy vs. Human Interaction
-Employee Efficiency vs. Personalized Service
-Technology Adoption vs. Usability
-Customer autonomy vs. Human Interaction
-Employee Efficiency vs. Personalized Service
-Technology Adoption vs. Usability
tensions
-Customer autonomy vs. Human Interaction
-Employee Efficiency vs. Personalized Service
-Technology Adoption vs. Usability
Midway Airport Field Research
Midway Airport Field Research
research findings
Research Findings
Human Interaction is Key: Customers prefer human assistance during stressful situations like IROPS.
Self-Service Tools Need Improvement: Usability issues and lack of clarity frustrate users, leading to reliance on human help.
Personalization is Valued: Proactive, tailored assistance improves the customer experience.
Customers want personalized assistance provided efficiently: Customers prefer proactive, tailored communication and assistance during IROPS
Human Interaction is Key: Customers prefer human assistance during stressful situations like IROPS.
Self-Service Tools Need Improvement: Usability issues and lack of clarity frustrate users, leading to reliance on human help.
Personalization is Valued: Proactive, tailored assistance improves the customer experience.
Customers want personalized assistance provided efficiently: Customers prefer proactive, tailored communication and assistance during IROPS
research findings
Human Interaction is Key: Customers prefer human assistance during stressful situations like IROPS.
Self-Service Tools Need Improvement: Usability issues and lack of clarity frustrate users, leading to reliance on human help.
Personalization is Valued: Proactive, tailored assistance improves the customer experience.
Customers want personalized assistance provided efficiently: Customers prefer proactive, tailored communication and assistance during IROPS
Concept Building
Concept Building
Final Prototype
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