A research project exploring the implications of AI on passenger experience
Finding the data sweet spot
In the new age of big data, robotisation and Artificial Intelligence (AI), is there a sweet spot between the use of personal data to improve services vs non-personal data or data opt-out in favour of privacy?
Methodology
An absurd amount of post-its and all the writable surfaces in our London office were used to explore the implications of AI for the airline industry customer experience. We explored the subject through desktop research and attended tech events, i.e Web Summit, UX Crunch in London and Mozilla’s, “The Glass Room”.
We used mini tasks as a technique to get inspired and learn more about travellers’ perceptions. The mini tasks aimed at documenting, in a playful way, how travellers would react to hypothetical changes in their flying experience (i.e change seat with the person next to you, pack a smaller bag, etc.).
We hosted a client event in our offices and invited representatives from the industry (Airbus, KLM etc.). During this event we used Business Origami to explore trends such as the shift towards a knowledge based economy, a changing UK political identity and the blurring of lines between customer and employee, reality and virtuality.
Some of our insights
Some of our results
A story to depict how we could travel in 5 years
Six design principles
Keep these in mind and you will succeed (probably).
Role: Senior Service Designer, Hiveworks
Duration: ±3 months, 2018
Team: Art Director, SD Lead