Envisioning the Future Travel Experience at O'Hare Airport

O’HAREconcept presentation

swapnil jadhavjudd morgenstern

edwin leedavid ofori-amoah

Hanna Korel Gauri Verma Lin Lin Amber Lindholm

“CONTEXT

today the airport experience is a lot like purgatory

“it’s the gateway between you and your destination where you

spend most of your time waiting

finishstart

O’HAREAIRPORT

“O’HARE

traveler’s first and last impression of Chicago

1

111 11DESIGNprinciples

SIMPLIFIED COMPLEXITY

empower

INCREASED AUTONOMY

engage

MEMORAbLEEXPERIENCE

clarify

I. MAKE IT SIMPLEFrom complicated processes

and procedures to a simple user experience

III. MAKE IT CHICAGOFrom a disconnected and indistinct journey to an integrated, engaging

experience

II. MAKE IT EASYFrom over reliance on O’hare to greater customer understanding

and independence

JOURNEYdepart

connectarrive

DEPARTO’hare as a brand has little or no presence in helping

travelers prepare for their trip

revealing relevant information that helps travelers prepare for different points along their journey

website food delivery terminal kiosk

FINDINGTravelers must manage disparate information sources themselves

FINDINGUnknown travel times cause travelers anxiety

O’hare website

departure selection

flight schedule

reservation search

reservation confirmation

transportation options

FINDINGTravelers feel isolated and unsupported

terminal kiosk

main menu

help desk

video chat

FINDINGPoor information hierarchy causes confusion and hides current amenities

terminal map

gate route

amenities display

food delivery

main menu

order delivery

gate selection

daily special

cuisine selection

course selection

food selection

payment screen

check out

DEPARTA website that aggregates information you need to get you going

Terminal maps that clearly show what amenities are availableInfo kiosks that connect you to help wherever you are

Food delivery at the gate lets travelers take advantage of terminal amenities

CONNECTConnecting travelers must manage down time

building an enjoyable environment

pausing bench work lounge gate furniture gate furniture

FINDINGNo place to pause

pausing bench

FINDINGNo place to work

FINDINGNo place to rest

work lounge

lounge cafe

steelcase workspring

work stations

collaborative workspace

lounge

lounge seating

FINDINGUncomfortable gate areas

terminal gate

gate overview

dining

social seating

multi-use bench

FINDINGLimited gate entertainment

gate sponsorship

interactive entertainment

CONNECTLounge and workspaces make previously elite features accessible to everyone

Brings entertainment and comfort closer to the travelerBringing the Chicago experience to travelers

ARRIVEBaggage claim is important because it’s your most lasting

impression of the airport and the gateway to the city

making the transition into the city smooth and enjoyable

claim display carousel signage carousel display claim seating tourism kiosk

FINDINGFinding your way to the carousel is not clear

claim display

carousel signage

FINDINGPeople are tethered to the carousel with nothing to do

carousel display

carousel display

FINDINGUncomfortable carousel waiting area

claim furniture

claim lounge

FINDINGChicago is not well represented

tourism kiosk

main menu

pre-planned itinerary

event options

ARRIVEServices that help create a positive lasting impressionSignage that communicates real-time information

Waiting area that helps end your travel experience on a good note

DEPARTrevealing relevant information to help

travelers along their journey

CONNECTbuilding an enjoyable environment

ARRIVEmaking the transition into the city smooth and enjoyable

THANK YOULASER WOLF STYLE