I+SAFE it's a smart service solution for air travellers in emergency situations
Project Background
I+Safe is a thesis research for a master's degree in PSSD, Product Service System Design, at Politecnico di Milano, Italy. The user research was held at Schiphol Airport Amsterdam, Netherlands. I was able to work with Garuda Indonesia Airways at Schiphol Airport. I+Safe is a smart service solution in the airport for emergencies. I+Safe It can be implemented in any big airport or hub airport. In 2020 when the Covid-19 pandemic started, I tried to re-create the service and implement all the trends and travel regulations into this project.
Role
Team
Platform
Project Timeline
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PSSD
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User research
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Product Designer
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Service Designer
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Director of Garuda Indonesia
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Prof. Marzia Mortati
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Ground Manager Garuda Indonesia
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Thesis book
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Apps mobile
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July 2015 - February 2016
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Schiphol airport, Amsterdam
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Garuda Indonesia. NL
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Politecnico di Milano
01. Design Challenges
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I am designing a service for the whole journey in any situation at the airport.
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To understand the trend of the airport and traveller behaviour change.
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To support passengers’ needs in an end-to-end travel experience.
Nowadays, people tend to do light travels to traverse the continent. The airport is one of the most visible and essential aspects of an ambassador for a city. Flying has become a mass activity, making airports part of daily experiences.
Nowadays, it is hard to imagine life without the airport as a symbol of modernity.
How are the airlines and airports changing?
As commercial airlines move and change, the airport has changed its role and service. Innovation in airports has to cope with the passengers’ needs since the trends of travelling change. Nowadays, everyone can fly, and low-cost air carrier is creating the most significant change in travelling behaviour.
Today's airport focuses on security, density, commercial factors, customer centricity, traffic patterns and governmental controls over taxes constitute design ingenuity in the airport terminals. The role of airports in promoting leisure and entertainment can contribute to social inclusion and well-being. Today airports are open to everyone, while in the past, flying was preserved for fewer rich people.
03. Users
Research
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To understand the user's behaviour at Schiphol Airport Amsterdam.
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To Define the problems for domestic passengers, international and transfers passengers.
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To define how Schiphol facilitated passengers to cope with their needs and what service they if something emergency happens.
Conducted qualitative & quantitative research
Methodology
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Questionnaire
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Interviews
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Shadowing
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User testing
To begin user research, a survey is distributed to gather feedback on airport services and amenities. Additionally, field research is conducted at the airport with Garuda Indonesia customers - both inbound and outbound. The survey methodology focuses on activities and facilities. The findings reveal that passengers often encounter difficulties when changing their itinerary due to unexpected weather conditions or unforeseen circumstances. The question remains: how can technology assist passengers during such challenging situations?
How can technology cope the passengers needs
Passngers flow at Airport hub
Based on my field research, I have developed several hypotheses regarding potential airport users who may be experiencing various difficulties. These may include passengers who are stranded at transfer airports and have lost their luggage, big families with infants, and business travellers.
Problems
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There are numerous apps available to support various activities, but very few have been specifically designed for emergency situations.
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Emergency apps are typically premium.
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The majority of individuals experiencing this issue are those travelling in economy class.
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It is common for Amsterdam Airport to suspend its services, resulting in significant disruptions.
Persona
Data about cancelation at Netherlands & USA airports
The maps of impact at the airport for emergency situation
By understanding the trends of the airport and traveller behaviour change,
WHAT IF ?...
Do people not know how to respond to extreme situations at the airport?
04. Customer journey
Customer Journey Maps
This customer journey shows the passenger's activities from pre-departure, boarding and after their landing experience. Based on their needs, touch points and emotion. The result showing the pain shows at the security checkin and bereaucracy.
The second journey maps, is for passenger who facing a problem on they activities or itinerary. For example if the airport is closed for 4 hours due to weather problem. The maps showing they will relay on smart phone or any kind of comucation tools.
05. Opportunities
Comfort
Connectivity
Safety
Comfort means minimizing bureaucracy at the airport, with easy-to-use service to support the user's journey to use the full potential service.
To keep passengers updated by providing good Internet Wi-Fi, providing notification features with reliable and accurate information to the connected airport to the rest of the world
Focus on passengers' needs by assisting an app and team to create seamless and safe journeys.
To Identify what's the users needs
These maps illustrate how Comfort, Connectivity, and Safety are addressed at the airport while catering to the diverse needs of users through various facilities and activities. These facilities range from physical to digital tools that aid passengers in their journey. The maps aim to identify specific conditions and provide solutions accordingly.
In case of any disruptions, the airport currently offers comfort by providing blankets and cots. However, there is a lack of connectivity and safety in the service provided.
Existing service for emergency situation
From situation & opportunities
“How might we create a service for emergency situation to provide dedicated solutions instead of providing only partial commodities it comes to inconvenience?”
I+SAFE offers a solution for air travellers in emergencies while at the airport, whether it's a force major or a human mistake. It provides an emergency first aid kit with survival tools for essential needs, a smart card for connectivity, and other digital resources to help you remain safe during the crisis.
Offering Map
For natural disasters and terrorist attacks, the kit contains a blanket, toiletries, water, a power bank, a guide with international emergency numbers and a smart card.
When a human mistake happens, the service provides help to plan a new journey or to find possible activities at the airport as well as access to communication devices in the airport, for example, call and internet if needed.
Brand Identity
System map
As we examine the system map, it becomes apparent that the service is located beneath the airport. Schiphol Airport is the primary stakeholder, but it's important to note the significance of other stakeholders, including airlines and vendors responsible for supplying necessary equipment.
06. Benchmarking
Business Model Canvas & Touchpoints
Service Blue Print I+SAFE
