GUJARAT TECHNOLOGICAL UNIVERSITY
Chandkheda, Ahmedabad
Affiliated
C. K. Pithawala College of Engineering and Technology,
Surat
A
Report On
Redefining Airport Experiences to Minimize Stress and Inefficiencies
Under Subject of
DESIGN THINKING (BE1000071)
B. E. I, Semester – I
(Computer Engineering)
Submitted by:
Sr. No. Name of Student Enrollment No.
1 Jani Pratham 240090107169
2 Rathod Shivrajsinh 240090107181
3 Shah Jainam 240090107055
Prof. Chaitali Sheth Dr Vishruti V Desai
Faculty Guide HOD
Academic year
(2024-25)
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Abstract
This report presents a unique airport app prototype designed to enhance passenger convenience
and address common travel challenges. By integrating cutting-edge technologies and a focus
on user needs, the app seeks to transform the way passengers navigate airports, making travel
smoother and more enjoyable. Key features include real-time flight updates, ensuring that
travelers are always informed of any changes, and AR-based navigation, which offers seamless
terminal guidance to help passengers find their way effortlessly. Additionally, baggage tracking
provides peace of mind, enabling passengers to monitor their luggage throughout their journey.
A standout feature of the app is its AI-powered personalization, which recommends food,
shopping, and services based on individual preferences, enhancing the overall travel
experience. The app is designed with a user-friendly and accessible interface, ensuring
inclusivity for all users, including differently-abled individuals. By making complex processes
simpler, the app significantly reduces stress, saves time, and helps travelers efficiently navigate
through the often overwhelming airport environment.
The app also offers advanced analytics, providing valuable insights to airport authorities
regarding passenger flow, behavior, and trends. These insights help optimize airport operations
and resource allocation, ensuring that passengers experience shorter waiting times and
smoother transitions between different stages of their journey. Features such as digital boarding
passes, push notifications for gate changes, and integration with loyalty programs further
enhance the app's functionality and convenience.
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Acknowledgement
We would like to express our sincere gratitude to all those who have supported us throughout
the development and research of the airport experience optimization app. First and foremost,
we would like to extend our deepest thanks to our esteemed faculty, whose guidance, expertise,
and invaluable feedback have been crucial in shaping this project. Their encouragement and
constant support not only helped refine our ideas but also provided us with the necessary
insights and perspectives that made our research more comprehensive and impactful. We are
especially grateful for their patience and for always being available to discuss challenges,
clarify doubts, and direct us towards effective solutions. The knowledge and wisdom imparted
by our faculty were essential in navigating the complexities of improving the airport
experience, allowing us to address the real-world issues faced by travelers effectively.
Furthermore, this project is the result of extensive research, which involved countless hours of
analysis, brainstorming, and testing, all undertaken with dedication and commitment. Our team
has worked relentlessly to ensure that the app, with its improvements and features, not only
serves as a functional tool but also enhances the overall airport experience, making it more
efficient and stress-free for passengers. This achievement is a testament to our collective hard
work, persistence, and the invaluable mentorship provided by our faculty. We are truly
appreciative of their unwavering support, which has been integral to the success of this project.
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Table of Contents
1. Introduction 5
2. Phase 1 : Reverse Engineering 6
2.1. Selection and Disassembling 6
2.2. Canvases 7
2.2.1. AEIOU 7
2.2.2. Mind Mapping 8
2.2.3. Empathy 9
2.2.4. Ideation 10
2.2.5. Product Development 11
2.3. Feedback Analysis with User 12
2.4. Summary of Prior Art Search 12
2.5. Summary of the learning from Reverse Engineering activity 12
2.6. Modifications in Canvases (after feedback analysis exercise , if any) 12
2.7. Summary 12
3. Phase 2 : Pre-Design 13
3.1. Learning Needs Matrix(LNM) 14
4. Phase 3: Rough Prototype Model 15
5. References................................................................. 16
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1. Introduction
Airports, as the gateways to global travel, play a crucial role in connecting people, businesses,
and cultures. However, despite their importance, airports are often perceived as stressful
environments where passengers face a multitude of challenges. Long waiting times, confusing
signage, crowded terminals, flight delays, and inefficiencies in airport processes contribute to
a sense of anxiety and frustration for travelers. These common problems are amplified by the
increasing volume of passengers and the lack of personalized, real-time assistance to guide
them through their journey. As air travel continues to grow, so does the urgency for innovative
solutions that can alleviate these stresses and streamline the airport experience.
This project aims to address these issues by redefining the airport experience through the
development of an intuitive mobile app designed to minimize stress and inefficiencies. By
focusing on improving key aspects of the airport journey, the app will serve as a comprehensive
solution that enhances both the efficiency of airport operations and the overall passenger
experience. The core objective of the app is to provide real-time, accessible information that
allows passengers to make informed decisions, manage their time effectively, and navigate the
airport with ease.
Moreover, the app’s ability to provide timely alerts, such as gate changes, boarding updates, or
delays, will ensure that travelers remain informed throughout their journey, further reducing
confusion and frustration. Through these innovations, the app will not only enhance the
efficiency of airport processes but also contribute to an overall improved passenger experience,
making air travel more convenient and less stressful. In redefining the airport experience, this
project aims to set a new standard for convenience and efficiency, creating an environment
where passengers feel confident and relaxed as they travel.
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2. Phase 1: Reverse Engineering
2.1. Domain Selection
Introduction to Airport Management
Airport management involves overseeing the operations, administration, and services of an
airport to ensure smooth and efficient functioning. It encompasses various tasks, such as
managing passenger flow, coordinating with airlines, ensuring safety and security, and
maintaining airport facilities. Effective airport management is crucial for providing a seamless
travel experience, optimizing resources, and addressing the diverse needs of travelers, airlines,
and stakeholders. By integrating technology and innovative solutions, modern airport
management aims to enhance efficiency, reduce delays, and improve overall passenger
satisfaction.
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2.2. Canvases :-
2.2.1. AEIOU :-
Fig.2.2.1 AEIOU Canvas
Description :-
Our AEIOU canvas for enhancing the airport experience focuses on the key elements of
Activities (Immigration Process, Boarding Flights etc) , Environment (Hectic, Clamarous etc),
Interactions (Check-Ins, Immigration & Customs etc), Objects (X-Ray Machines, Body
Sensors etc), and Users (passengers, airport staff etc). By addressing these core components,
we aim to create a holistic, user-centric solution that enhances convenience, minimizes stress,
and optimizes airport operations, ensuring a smoother and more enjoyable travel experience
for all.
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2.2.2. Mind Mapping :-
Fig 2.2.2 Mind Mapping
Description :-
Our mind mapping canvas for enhancing the airport experience visually organizes key
components, including quick boarding, violation detector, customer services and real-time
luggage tracking to optimize both efficiency and user experience. It also identifies areas for
growth, such as mobile app optimization for accessibility, and improvements in customer
support and dispute resolution. By focusing on these key areas, we aim to create a seamless,
stress-free experience for all travelers.
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2.2.3. Empathy :-
Fig 2.2.3. Empathy
Description :-
Our empathy canvas for enhancing the airport experience focuses on understanding the needs
and pain points of passengers, airport staff, and administrators, such as real-time flight updates,
efficient terminal navigation, and personalized recommendations. It prioritizes creating a
seamless and user-friendly experience while addressing challenges like accessibility for
differently-abled individuals, streamlined check-in processes, and timely notifications for gate
changes to improve overall satisfaction and efficiency.
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2.2.4. Ideation :-
Fig 2.2.4. Ideation
Description :-
Our ideation canvas for enhancing the airport experience explores innovative solutions such as
developing an application to streamline airport processes, improving the existing system with
real-time updates, and incorporating smart baggage tracking. It emphasizes ensuring clear
communication through notifications, seamless mobile integration, and simplified passenger
management to create a more efficient and enjoyable travel experience for all users.
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2.2.5. Product Development :-
Fig 2.2.5. Product Development Canvas
Description :-
Our product development canvas for enhancing the airport experience focuses on creating a
scalable, secure platform with features like Quick Boarding, Luggage Tracking etc. It
emphasizes user feedback incorporation, improving both operational efficiency and passenger
experience.
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Feedback Analysis with User :-
To ensure continuous improvement and user satisfaction, we conducted a comprehensive
feedback analysis of the airport experience system. The analysis focused on gathering insights
from passengers, airport staff, and administrators to identify strengths, pain points, and areas
for further optimization based on the features implemented, such as Quick Boarding, Luggage
Tracking, Real-Time Updates, and the Mobile App.
Usability: Improving the system’s usability can enhance the passenger experience by providing
a more intuitive interface for Quick Boarding, seamless integration of Real-Time Updates, and
clearer navigation through terminals. Passengers appreciated the smart baggage tracking
feature, but streamlining its display and notifications would further improve satisfaction.
Enhancing the app’s performance and accessibility features, especially for differently-abled
users, will help make the system more inclusive and user-friendly.
Administrator Feedback: Strengths :
● Centralized Management: Administrators valued the unified platform, which allowed
them to oversee all operations such as baggage tracking, quick boarding, and real-time
flight updates. This streamlined approach has helped reduce confusion and delays.
● Real-Time Data: The ability to receive real-time updates on flight statuses and luggage
locations has improved operational efficiency and decision-making for staff, enabling
them to provide more accurate information to passengers and manage resources
effectively.
Pain Points and Suggestions for Improvement :
● Flight Status Updates: Some administrators suggested that integrating more precise and
timely updates regarding gate changes and boarding times would further reduce
passenger confusion and improve overall satisfaction.
● Mobile App Integration: Administrators recommended improving the mobile app’s
integration with various airport services (e.g., food and shopping recommendations) to
allow passengers to better plan their time at the airport, as well as enabling smoother
access to real-time flight information.
Key Areas for Improvement:
● Enhanced Communication on Service Availability: Clear and real-time communication
about available services such as food outlets, lounges, and security checks will help
passengers plan their time effectively and reduce stress. Notifications about services,
such as dining and restroom locations, should be easily accessible within the app to
improve convenience.
● Mobile App Optimization: Improving the mobile app’s performance to handle high
volumes of users during peak times is essential to avoid slow response times, crashes,
and ensure smooth navigation for users trying to access features like baggage tracking,
quick boarding, and real-time flight updates. Optimizing the app will also prevent
delays in service and improve the overall user experience.
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3. Phase 2: Pre-Design :-
3.1. Learning Needs Matrix (LNM) :-
Fig 3.1. Learning Needs Matrix (LNM)
Description :-
Our learning needs matrix canvas for the enhancement of the airport experience identifies key
areas for knowledge enhancement, such as mobile app optimization for real-time updates, AI
integration for luggage tracking, and user experience design for streamlined check-in and
boarding. It also emphasizes understanding airport operational workflows, integrating external
systems like local transportation services, and enhancing the scalability of the platform to
ensure a seamless and future-proof airport experience for passengers and staff.
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4.Phase 3: Rough Prototype Model :-
4.1 Rough Prototype Model (1)
Description :-
Our prototype canvas for the improvement of the airport experience outlines the design and
functionalities of a user-centric platform with features like real-time baggage tracking, virtual
boarding passes. It also incorporates mobile app interface, flight update workflows, and secure
authentication to ensure a seamless and efficient user experience.
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4.2 Rough Prototype Model (2)
Description :-
Our prototype canvas for the improvement of the airport experience outlines the design and
functionalities of a user-centric platform with features like 24/7 help and support & Virtual
Chatbot. It also incorporates mobile app interface, flight update workflows, and secure
authentication to ensure a seamless and efficient user experience.
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5. References
1] Government of India, Ministry of Civil Aviation. Airports Authority of India. Available at:
https://www.aai.aero/
[2] International Air Transport Association (IATA). Available at: https://www.iata.org/
[3] World Travel & Tourism Council (WTTC). Available at: https://wttc.org/
[4] Smart Airports. Available at: https://www.airport-technology.com/
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