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Designing for the next five Minutes – Service Design for Airports

Airports are inhospitable transit spaces. People with a wide variety of motifs and experiences come together, but never linger. They only stay for the next five minutes. Their needs are often overlooked as rules and regulations seem to be more important. Time constraints and opaque processes make travelers uncomfortable. How can we design a more pleasant and humane airport experience that actually takes the passengers’ needs into account? In this project I explored two ideas for a more pleasant airport experience. Trip Advice is an information service for passengers. Before they start their journey they receive a set of information for their individual trip via email. Communicating Trays help them at the security checkpoint to be less intimidated and uneasy.