A Post-Pandemic Travel Evaluation
Jolee Edge
Airports are one of the most highly trafficked public sites around the world. According to the International Air Transportation Association, more than four billion people flew in 2017 (“More Connectivity and Improved Efficiency – 2018 Airline Industry Statistics Released,” 2019). As one of the most pervasive services around the world, airline travel is often criticized for poor processes and service design. Service design is the design of a business’s internal processes in order to improve overall employee and customer experiences. In the midst of the global COVID-19 pandemic, airlines and airports must explore ways in which they can efficiently support a large number of travelers while also keeping social distancing in mind.
Once flying becomes a regular activity again, a looming concern will be how to get passengers through the airport without putting them in close proximity with each other (Bryant, 2020). Air travel as we know it will change–likely forever. In order to maintain social distancing standards, new self-service technologies may become imperative.Processes travelers experience in an airport that require them to interact or stand in close-proximity with others include check-in, security processing, customs, restaurants, gate waiting, baggage claim, and on the airplane itself.
How can we use self-service technology in order to minimize human interactions?
Self-service technologies have been implemented in airports everywhere in order to increase efficiency and reduce costs and labor (Abdelaziz, 2010). One study found that many users become frustrated with self-service systems and give up using them altogether (Zhang, 2010). Research has also explored passenger experiences in airports in order to improve passenger experience when designing future airports (Popovic, Kraal & Kirk, 2009). Some of these interactions are with airport processes, such as interacting with airport employees, checking in, bag drop, and security. Another study discusses suggestions to reduce waiting times and improve overall customer satisfaction based on user profiles (Rossi, Gastaldi & Orsini, 2018). However, with the possibility of health check implementation on top of other airport procedures, self-service technologies may be able to assist passengers in carrying out these procedures while also allowing them to maintain a social distance.
This creative project will explore ways that airports can implement new health measures and maintain proper social distancing standards. In order to provide solutions to the coming changes of airport processes due to the global COVID-19 pandemic, applying design thinking will be an effective approach to discover what strategies can provide the most efficient passenger experience. With this strategy in mind, conducting user experience research will also be an important factor to confirm that these strategies will be effective. Upon completion of this project, we will have a better understanding of how to keep passenger experiences efficient and safe with self-serve systems, as well as how to better accommodate large numbers of passengers.