The Passenger Journeyat CDG airport

Audencia Nantes - MS MDC - April 2013Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille

LuggagePreparation

Check for: Terminal?

Time?

AIRLINETICKET

Check-in

ID IDWalk to

Check-in desk QueueTransfer toTerminal

Walk to Gate group

SecurityCheck point

Check Flight Time & Check-in desk

CHECKINTIMEFLIGHT

PIck up a cart Leave cart Check boarding time& gate

GATETIMEFLIGHT

Walk to Gate

CustomsPassport check

Shopping Boarding

BOARDINGCARD

BOARDINGCARD Queue Take O�Queue ID DUTY

FREE

€€

ANGELIQUE

Key Motivators

Paris-Santorin (Greece)for 1 week, all inclusive

Mom42yo2 kids

8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13h

ARRIVAL CHECK-IN SECURITY CHECK BOARDING

- No unexpected event- No delay- No noise- To find her way easily- No stress for her kids

Expectations:

Leasure

+

-“I always got that

feeling of forgetting something”

“The children are always playing with the cart, it’s tiring”

“Security checks are long and stressful for my

children”“Let the holidays begin!”

+

-

LuggagePreparation

Check-in

ID IDWalk to

Check-in desk QueueTransfer toTerminal

Walk to Gate group

SecurityCheck point

Check Flight Time & Check-in desk

CHECKINTIMEFLIGHT

PIck up a cart Leave cart Check boarding time& gate

GATETIMEFLIGHT

Walk to Gate

CustomsPassport check

Shopping Boarding

BOARDINGCARD

BOARDINGCARD Queue Take O�Queue ID DUTY

FREE

ANNE

Child8yo1st timer

8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13h

ARRIVAL CHECK-IN SECURITY CHECK BOARDING

Key Motivators

Paris-Santorin (Greece)for 1 week, all inclusive

- To see the planes- To play, to have fun- Not to carry any luggage- To get some gifts- To share a moment with her family

Expectations:

Leasure

“Policemen are scary”

“Cart races are so funny!” “Airports are boring”

“It was the �rst time I could see planes from so

close”

“Mom bought candies and magazines”

+

-

LuggagePreparation

Internet Check-In

BOARDINGPASS

IDTransfer toTerminal

Walk to Gate group

SecurityCheck point

Check Flight Time & Gate group

CHECKINTIMEFLIGHT

Check boarding time& gate

GATETIMEFLIGHT

Walk to Gate Work at Airline lounge

CustomsPassport check

Boarding

BOARDINGCARDQueue Take O�Queue ID

FREDERICBusiness

11h 12h 12h10 12h30 12h50 13h

ARRIVALCHECK-IN SECURITY CHECK BOARDINGSingle33yoAirline clubmember

Key Motivators

Paris-Frankfurt (Germany)for 4 days, business trip

- E�ciency- No unexpected event- No waiting- No disturbance- To have internet access- Private lounge space

Expectations:

“I don’t like waiting”

“I �nally get to chill a bit, check my emails, my calls...”

“I hate packing up, it’s so long and tiresome”

WAITING TIMETo mix Check-in and Security check: to do everything at once so that we do not have to undergo a stressfull moment twice. Plus it would become easier to act on that particular moment in order to provide a more positive experience.

“Express Way” for business travellers: The first thing to do would be to get existing solutions better known and then, to work on a better interoperability between all the services that allow passengers to go faster through the airport (PARAFE...).

RECOMMENDATIONS

BOARDINGThey already have a relatively good time within boarding lounges and gate areas but the very moment when they get on the plane is still problematic:

- On the gateway, it is often chilly, windy and sometimes not very stable- The bus is often crowded and passengers do not usually expect that inconvenient extra-step to get on the plane.

To entertain the passenger on his/her way onto the plane:- Gateway’s walls or bus’ windows could display photos & videos of the destination- Relax, zen music- Red light within these places to provide a comfy, secure feeling

RECOMMENDATIONS

Goal: To make it easier for the passenger to find his/her way through the airport and so reducing the stress related to the waste of time when they try to find where to go.

A mobile app that would take the passenger by the hand:- Before the trip:

- To provide useful information about the destination (Visa, Customs regulations, How to best prepare for Jet lag...)- Linked with a personnal space with a “To do” list.- Push notifications about travel planning and any useful info.

- Inside the airport:- By using geolocalization services, passengers would get direct and personalized indications on where to go and when.- Useful tips like “You should park your car on Parking B - zone X to be closer to your checkin desk, number B43”.- When the passenger is not moving or located in a waiting area, they could discover the duty free products and start shopping.

CONCEPT IDEA