February 14, 2011
Passport is a service that provides passengers with actionable information about their personal itinerary, in context for their location and needs.
We began our research with a hunt statement:
We wanted to discover ways to re-imagine the experience of long layovers (4+ hours) at JFK International Airport to make them more predictable and enjoyable for travelers while considering the financial impact on airlines.
Our results yielded a set of key principles that would inform our designs moving forward.
- Passengers have low expectations – As a result of so many bad experiences, they expect the worst when traveling. Nothing surprises them.
- Passengers felt powerless – They were frustrated, helpless, uninformed, and resigned to the situation.
- Front line staff are not able to help – They either lack the right information or the power to do something about it.
We also knew from our secondary research that almost 40% of passenger journeys include a layover, with about 30-40% of flights experiencing a delay or cancelation. We saw a clear connection between these numbers and the potential for the type of delayed or missed flight stories we heard in our users’ reports.
We wrote a few guidelines for service innovation in the airport space:
- Any service improvement must be very sensitive to costs.
- PA NY/NJ and managing airlines, such as American and Delta at JFK, have the most investment, and have the most to gain. They are the right organizations to target.
- Ideally, a service solution would reduce the number of unplanned layovers by giving more information to passengers at the critical moments during their journeys.
We believed there was a significant opportunity to create service envy in the airline industry. Little changes can go a long way in an industry where passengers’ expectations are so low. There’s plenty of space for airlines to better anticipate the needs of their travelers. By improving the flow and access to information, airlines can help to streamline the travel process for their customers.
Design & Deliverables
Our early design concepts focused on the traveler’s need for comfort and timely information. Below are a few of our concept sketches including a MMG game for airline passengers, a proposed system for incentives for travelers to report positive behavior instead of negative feedback, and our chosen concept for redesigning the flight transfer journey.
We imagined a holistic travel experience where a customer receives timely information for the duration of his trip. This begins with a more informative booking experience that flags any risky planned layovers. The traveler will also receive notifications and updates throughout his journey that help him to stay abreast of important information.
The core of the Passport experience is the kiosks we proposed to be installed throughout the airport. When entering and exiting a flight a traveler can quickly find personalized navigational information by scanning his ticket at the kiosk.
We created a user journey that illustrates the entire service experience. We used whiteboard backdrops, and Photoshop mock-ups on an iPad and iMac to help viewers imagine the experience we designed. View the journey.
April 3, 2010
After constructing and binding it, I took this little book with me during my travels to Greece in June 2008.
The hard cover, flexible binding, and intermittent envelope pages made it a sturdy and convenient travel companion to collect my thoughts and souvenirs.
The primary writing pages are graph paper and the cover is constructed using screen-printed paper covering a book board. The spine is a coptic stitch with maroon thread.
March 6, 2010
We’re working on a little project to develop a design curriculum in after-school programs in NYC schools.
We’re taking an interaction design approach to develop a curriculum that reaches kids in the environments where they already have knowledge. We’re going to teach them to think of themselves as creators, to challenge, question and think creatively about the world around them, and to prototype, iterate and explore ways to enact change.
We’re in the final week of our research and discovery phase. We’ve spent the last two months collecting everything we can about local schools, after-school programs, teaching resources, how to engage students, and how to simply communicate ideas about design to rambunctious teenagers who may not yet understand the complex tools and themes we use in interaction design.
Stay tuned for more!
January 2, 2009
My senior thesis book explores a set of American monuments and the diverse memories from visitors’ experiences.
The project lasted an entire semester, with about two thirds of that time dedicated to research and methodology.
This is the first in a set of books created for a project focusing on narrative.
I selected images from the Diderot set of 18th century illustrated encyclopedias and constructed two related narratives about the contrast between masculine and feminine gender roles. Both books were designed, printed and bound by hand. In Soldier, the only word is in the first spread: “bang.”
The second in a set, this book explores the female role in contrast to the male role shown in Soldier.
The pages are printed on a light, fleshy toned paper with a pink, soft cover binding. The text used is the first line of Simone de Beauvoir’s The Second Sex: “Woman? Very simple, say the fanciers of simple formulas: she is a womb, an ovary; she is female—this word is sufficient to define her.”
This collage book is a collection of pop culture imagery, dissecting young girls’ mysterious attraction to Justin Timberlake’s music and style.
I tend to talk about my neighborhood in a sarcastic, yet adoring tone.
For my final project in a silkscreen class, I decided to make an ironic travel card from “fabulous Williamsburg.” I made an edition of 40: half on white, half on black.