O’HARE concept presentation swapnil jadhav judd morgenstern edwin lee david ofori-amoah
Hanna Korel
Gauri Verma
Lin Lin
Amber Lindholm
CONTEXT today the airport experience is a lot like purgatory
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O’HARE A I R P O RT
start
finish
it’s the gateway between you and your destination where you spend most of your time waiting
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O’HARE traveler’s first and last impression of Chicago
“
1
SIMPLIFIED COMPLEXITY clarify
111
DESIGN principles
11
memorable experience
INCREASED AUTONOMY
engage
empower
I. MAKE IT SIMPLE
II. MAKE IT EASY
III. MAKE IT CHICAGO
From complicated processes and procedures to a simple user experience
From over reliance on O’hare to greater customer understanding and independence
From a disconnected and indistinct journey to an integrated, engaging experience
JOURNEY depart connect arrive
DEPART O’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
FINDING Travelers must manage disparate information sources themselves
FINDING Unknown travel times cause travelers anxiety
O’hare website
departure selection
flight schedule
reservation search
reservation confirmation
transportation options
FINDING Travelers feel isolated and unsupported
terminal kiosk
main menu
help desk
video chat
FINDING Poor 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
DEPART A website that aggregates information you need to get you going Terminal maps that clearly show what amenities are available Info kiosks that connect you to help wherever you are Food delivery at the gate lets travelers take advantage of terminal amenities
CONNECT Connecting travelers must manage down time
building an enjoyable environment
pausing bench
work lounge
gate furniture
gate furniture
FINDING No place to pause
pausing bench
FINDING No place to work
FINDING No place to rest
work lounge
lounge cafe
steelcase workspring
work stations
collaborative workspace
lounge
lounge seating
FINDING Uncomfortable gate areas
terminal gate
gate overview
dining
social seating
multi-use bench
FINDING Limited gate entertainment
gate sponsorship
interactive entertainment
CONNECT Lounge and workspaces make previously elite features accessible to everyone Brings entertainment and comfort closer to the traveler Bringing the Chicago experience to travelers
ARRIVE Baggage 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
FINDING Finding your way to the carousel is not clear
claim display
carousel signage
FINDING People are tethered to the carousel with nothing to do
carousel display
carousel display
FINDING Uncomfortable carousel waiting area
claim furniture
claim lounge
FINDING Chicago is not well represented
tourism kiosk
main menu
pre-planned itinerary
event options
ARRIVE Services that help create a positive lasting impression Signage that communicates real-time information Waiting area that helps end your travel experience on a good note
DEPART revealing relevant information to help travelers along their journey
CONNECT building an enjoyable environment
ARRIVE making the transition into the city smooth and enjoyable
THANK YOU LASER WOLF STYLE