One App Solution
2022
Enhancing a Passenger's Experience at the Airport
This case study explores how decentralized identity wallets and a unified travel app can reduce friction, stress, and confusion for airline passengers across all touchpoints.
UI & UX Design
Service Design
Services
UX Research & Strategy | Service Design | Ui & UX Design
Category
Digital Travel Experience
Client
Future Travel Experience
The Problem Space
Airports are increasingly chaotic, long queues, confusing signage, multiple apps, and disconnected systems create anxiety and reduce satisfaction. Through extensive research this project identifies key passenger pain points and explores a seamless, tech enabled travel experience.
Identifying Friction in the Journey
Only 4 out of 10 passengers are currently satisfied with current airport experiences
Research revealed key challenges at check in, security, and gate navigation. Users expressed the need for simplified guidance, real-time information, and less dependency on disparate systems.
Introducing the One App Solution: One App, One Identity, One Jounrey
The “One App Solution” provides an end-to-end experience, from planning to boarding. Using decentralised identifiers (DIDs), the app securely stores and shares documents with airport systems. Features include real-time gate info, weather updates, and journey visualisation via a curvilinear timeline.
Digital Identity Wallet
Built on secure, user-controlled blockchain credentials
Users own their identity and decide when to share information. The app reduces redundancy and improves flow by integrating this secure digital identity with every touchpoint.
Testing, Iteration & Feedback
The design was validated through A/B testing, tree testing, and LEGO Serious Play workshops. Participants used app prototypes in simulated airport scenarios, offering live feedback on features like navigation and identity wallet access.
Validating the Experience
90% of users preferred this solution despite privacy concerns
Feedback led to simplified UI, clearer iconography, and a curvilinear timeline that better mirrors the nonlinear airport experience. Progressive disclosure was also introduced to manage cognitive load. Users showed high willingness to use such an app if it reduced stress and saved time, validating both desirability and feasibility of the concept.
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