Here & there – designing passenger experiences in air travel
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School of Arts, Design and Architecture |
Master's thesis
Ask about the availability of the thesis by sending email to the Aalto University Learning Centre oppimiskeskus@aalto.fi
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P1 OPINNÄYTTEET D 2015 Franz
Authors
Date
2015
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Mcode
Degree programme
Language
en
Pages
169+9
Series
Abstract
In its 100 years of existence, commercial passenger air travel has undergone many changes. Fly-ing, which in its early days was reserved for a small number of people is commonplace today and each day nearly 100,000 flights arrive at their destination safely. Increasing passenger numbers, online services, stricter safety regulations as well as larger aircraft and airports have changed the travel experience forever. This thesis looks at the passenger journey in air travel to understand the needs and expectations of today’s passengers and to identify design opportunities for a more satisfactory and delightful experience in the future. The focus of this thesis is the departure and arrival journey at the example of Munich Airport. It builds on the hypothesis that airports need to redefine their purpose, role and service offerings to cater to a new passenger mindset in an increasingly competitive market. By applying a human-centred approach and qualitative research methods, this thesis provides insights into people’s existing flying behaviour and needs as well as shortcomings and opportunities in the air travel industry. The research shows that passengers experience a lack of control in the airport and that the service offer does not match their own values. It confirms that since flying has become a more routine way to travel, the experience has become less memorable and fails to excite passengers. Based on the findings from qualitative research with industry experts and passengers as well as from literature, a service concept is created. here & there describes a personal catering service at the airport. It offers thoughtfully composed meals for travel, which can be ordered using the company’s app and are delivered to the gate. The concept responds to passengers’ needs for personalised services, a desire to plan ahead effectively and service offers closer to their everyday lives. here & there emphasises the role of food in creating a satisfying travel experience both on a functional and an emotional level. The conclusion of this thesis suggests that the airport of the future must provide modular user-centred services offers to address different demographics and passenger types. In creating satisfy-ing experiences it is important to enhance both hygiene factors such as way finding, staff behaviour and waiting times, and develop new offers with the potential to delight passengers in unexpected ways.Description
Supervisor
Mattelmäki, TuuliThesis advisor
Mattelmäki, TuuliKeywords
travel, airport, service design, human-centred design, design research, passenger experiences