An infotainment system that empowers airport passengers with confidence and independence during the post-TSA journey at PIT.
Navigo
Infotainment UX
Accessibility
Navigation
Project Video
Timeline
4 months
Tools
Figma
Miro
My Role
UX research
Market Research
UX Design
Client Communication
Capstone Project
UX Designer*2
Industrial Designer*3
Engineer*1
Context
The Terminal Modernization Program at PIT aims to meet diverse needs of global travelers, making journeys more inclusive and accessible.
PIT stands for “Pittsburgh International Airport”.
The project timeline and design process are as follows:
January
February
March
April
May
Research
Analyze + Client review
Ideate
Finalize + Client review
Solution overview
The solution includes a smart cart supports navigation and promote exploration at the airport, integrating both physical & digital components.
Easy Navigation
Mobility assistance
Early Research
After 3 site visits & 25+ interviews, I facilitated workshops to define 4 key design opportunities.
Passengers are
Discouraged by uncertainty.
Unaware of airport resources.
Want to feel independent.
Opportunity Area
How might we empower passengers to navigate from parking lot to gate, assist with their luggage, and provide decision-making information along the way?
Ideation
9 co-designs & 18 speed-dating sessions with potential passengers.
54% preferred the smart cart, others chose the kiosk or web app.
Co-design | poster
Co-design | board
Target Passengers
Due to time constraints, our client suggested narrowing down to 1–2 solutions, so we focused on the smart cart and web app.
Target passengers are as follows:
Passengers who seek for independence and real-time information.
Staff shortages are adding stress to airport assistance services,
PIT has a high number of “gate-huggers”
Passengers who wait at their gate without exploring the airport environment.
Information Architecture
Exploration
Wayfinding
Real-time Updates
Education & Assistance
User flow
Passengers could explore and navigate independently by using it.
They will start their journey by scanning boarding pass, and end it by returning to the drop-off stations located near the gate.
Solution
⤷ Physical Cart for mobility assistance.
Luggage Storage + Comfortable Chair to Rest + Cart stacking (10-15) + Use wireless charging technology to charge screens
⤷ Explore airport resources and the retail environments.
Encouraging passengers to discover and make the most of available resources (i.e. shops and amenities.)
⤷ Wayfinding & Real-time Information.
Utilizing interactive screens to help passengers locate points of interests. Passengers can also input destinations to customize.
Offering real-time updates about gate changes and departure times. Keeping users informed and reducing their stress.
⤷ Education & Assistance.
Simplifying the new user experience, guiding users through key features and functionalities.
Launch Roadmap
Phase 1
Phase 2
Phase 3
Cart UI Dev.
Component Eng.
10 test units
LAUNCH
Operations & Marketing
Manufacture
Finalize Production
xBridge Testing
Q3
Q2
Q1
Business Plan & Financial Projection
Success Metrics
4
of 5 star rating
Number of users
Interaction Time
Interactions
Satisfaction Rating at end of Journey
User Satisfaction
10%
Decrease in crowding
A/B testing to monitor Retail Revenue Increases
Retail Revenue
Changes in passenger activity
Increase in exploration
Decrease in gate hugging
Heat Maps
80%
of units in use at all times
1%
Increase in
Retail Revenue
Learnings
01. Interaction Forms
Interaction forms vary across devices; i.e. touch screens are common on mobile apps, but web interfaces consider mouse interaction. Horizontal scrolls will pose challenges for non- touch screens.
02. Time Constraints
In the limited time available, we need to complete the extensive amount of works. So we have to prioritize the one with higher impact and alignment with our clients' interests.
03. Task Planning
Reasonable planning is the key to accomplish each task, such as preparing the presentation agenda, preparing materials for the group meeting.
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