Aviation flying presentation by Wipro for aviation ministry, government of India,

2017 Ministry of Civil Aviation - India
Re-imagining flying experience in India
Ministry of Civil Aviation, India
Approach Note | June 2017

Our objective
Create a digital framework that enhances
passenger experience and strengthens security
at airports.
01

The process
Secondary
research
Aviation in India
Passenger trends
Emerging technologies
Stakeholder
interviews
Airport managers
Security ofﬁcers
Airlines
Ecosystem players
Passengers
Insights & analysis
Information gaps
Need gaps
Pain points
Challenges
Concept note
Ideation
Future direction
02

Insights into passenger journey
Challenges & pain points
03

Aviation in India: A snapshot
2015 2022
7 crore domestic
tickets
50 crore
domestic tickets
3rd
largest civil aviation market
National Civil Aviation Policy 2016
• Harmonised growth of aviation sub-
sectors
• Simpliﬁcation of processes via
technology
• De-regulation & e-governance
04

Economic
development
Low cost
airlines
Low brand
loyalty
Ever evolving
ecosystem
Flying is becoming affordable to
the masses. More & more
people from the middle income
groups are now flying.
Thanks to low cost airlines, there is a
surge in middle income group flyers
who are increasingly flying with
families, as against only for business
during earlier times.
The competition amongst various
players in the market provides
consumers with multiple choices.
Within this pool of varied options,
brand loyalty is fading.
Major ecosystem players have
identified flying as a revenue
source and are using technology
interventions to provide flyers with
more meaningful services.
05
Evolution of the Indian flyer

Insights into passenger journey
Pre-airport
• Booking
• Transit to airport
• Entering airport
Airport
• Baggage drop
• Security check
• Boarding
Post landing
• Baggage claim
• Exit airport
Airports are
boring.
Qualityofexperience
Adequate
Very poor
Booking is a
fragmented
process.
Transit to the
airport is a
challenge &
unrewarding.
Carrying ID
proofs at
various
checkpoints is
a hassle.
Airports mean
queues &
longer queues.
Different
airports,
different
experiences.
Security checks
are very
inconvenient.
Baggage is a
burden and its
security is a
concern.
Transit to
boarding gates
needs better
guidance
systems.
Baggage tags
& their
stamping
creates un-
necessary
hassles.
Baggage claim
information,
particularly
missing
baggage is not
communicated
effectively.
Locating cabs/
transit modes
post exit is a
challenging
task.
Booking
changes &
cancellations
are hard to do
and time-
consuming. Services at
airports do not
support
passenger
requirements
like electrical
points, hot
water
installations
etc.
Insufficient
seating at
boarding gates
creates a
‘fishmarket’
feel.
Airports are not
hospitable
spaces in case
of delayed
flights.
Connecting
flights are
poorly
coordinated.
Exploring flight
options and
planning for
holidays,
vacations etc.
is a chore.
06

Mapping stakeholders to the journey
Passenger
Airport security
Carrying ID
proofs at
various
checkpoints is
a hassle
Different
airports,
different
experiences.
Security
checks
are painful
Airlines
Booking is
standalone &
un-integrated.
Baggage is a
burden, but
its security is
a concern.
Baggage tags
& its stamping
creates un-
necessary
hassles.
Airport management
Carrying ID
proofs at
various
checkpoints is
a hassle
Airports
means
Queues &
longer
queues.
Different
airports,
different
experiences.
Security
checks
are painful
Airports
are boring.
Transit to
boarding
gates needs
better
guidance
systems.
Baggage
claim
information is
a necessity.
Locating cabs/
transit modes
post exit is a
challenging
task.
Ecosystem players
Booking is
standalone &
un-
integrated.
Transit to the
airport is a
challenge &
unrewarding.
Locating cabs/
transit modes
post exit is a
challenging
task.
Airports
are boring.
Booking is
standalone &
un-
integrated.
Transit to the
airport is a
challenge &
unrewarding.
Carrying ID
proofs at
various
checkpoints is
a hassle
Airports
means
Queues &
longer
queues.
Different
airports,
different
experiences.
Baggage is a
burden, but
its security is
a concern.
Security
checks are
painful
Baggage tags
& its stamping
creates un-
necessary
hassles.
Airports
are boring.
Transit to
boarding
gates needs
better
guidance
systems.
Baggage
claim
information is
a necessity.
Locating cabs/
transit modes
post exit is a
challenging
task.
Baggage
claim
information is
a necessity.
07

Global innovations in aviation
08

2017 Ministry of Civil Aviation - India10
Food & passenger
experience
Lufthansa partners with Nespresso at
Frankfurt & Munich airports to provide
ﬂyers with a cup of coffee at the gates for a
fee.
Air France partners with Micheline star
restaurants & invites chefs onboard.
Qantas lets lounge visitors order their
coffee via their smartphones.
JetBlue New Boston - New York shuttle
service offers free bagels & coffee as
carry-ons.
Ministry of Civil Aviation - India 09

Engaging terminal
environment
Changi Airport, Singapore engages its
passengers via:
• Motion silhouette wall
• Dots portrait wall
• The social tree
Lufthansa uses VR technologies at the
gates to encourage ﬂyers for premium
economy upgrades.

Recreation at the
airport
Munich airport has one of the world’s
largest standing wave pools for surﬁng. It is
considered the best airport for spending
time while there are long delays in ﬂights.

Restful airport
experiences
Helsinki airport has installed 19 GoSleep
pods – ergonomic seats that can be turned
into a bed, each with a cover that can be
pulled over the pod to isolate the user from
the surrounding environment.

Connected lounge
experiences
Brussels Airlines merges the best of
physical and digital experiences into one
connected space.
Their lounge provides a comprehensive
app that allows passengers to fully
customise and interact with their stay.
Passengers can continue to watch movies
they may have started on a previous flight,
book a shower, reserve a Nap Box, see
what’s on offer both in-flight and in the
lounge, and maintain a live connection to
all relevant personal flight information.

Evolving spatial
configurations
Aeromexico’s new B787 business
seating allows aisle access to every
passenger with 1x2x1 seating
configuration. A self serving galley
allows a bar/lounge experience in the
aircraft.
SWISS’s new CS100 bombardier
aircraft enhances the in-flight
experience with increased window
area, wider middle seat & overhead
screens for every row.

From aircraft to
doorstep
Flightpath 3D geotainment system
onboard Air France, SWISS, KLM,
Finnair allows a passenger to book
airport transfers from the aircraft itself.
It also allows users to browse various
destination based offerings.

Rise of social class
KLM allows its passengers to rate their
ﬂight, & puts the rating on the website.
Routehappy, & TripAdvisor lets their
users rate their ﬂight experience.
United Airlines stocks dropped by 3%
after the social media backlash for
misbehaving with an onboard
passenger.

Australian arrival
smartgates
It provides a secure and efﬁcient way
to clear through passport control.
Arrivals SmartGate uses the
information in ePassports and facial
recognition technology to perform
checks usually conducted by an
Australian Border Force ofﬁcer.

Future journey for
Indian passengers
A vision
Connected passenger
Connected airports
Connected ﬂying
Connected systems
18

Getting ready to travel
19
Pre-Airport
Aadhaar
powered booking
One time Aadhaar linking to
airlines & ecosystem
players using Blockchain
technology.
Ecosystem players will
authenticate a transaction
via Aadhaar based
biometric validation.
Cab services/airport transit
can be booked while
booking the flight & linked
to Aadhaar for information
dissemination & validation
purposes.
Airfare trends
analytics for public
Price curves with predictive
data analytics to help
passengers project future
airfares and efficient price
discovery.
Historical data analysis &
trends for airfares help
passengers plan their trip
efficiently.
Creation of civil aviation data
repository for public to help
with the above.
Multitasking en
route to airport
Passengers can check-in
for their respective flights en
route to the airport via
Aadhaar enabled biometric
authentication system.
Longer duration-free Wifi to
be made available on the
airport transit modes for all
the passengers.
Passengers can book
various services at airport
like spa, play zone for kids,
meeting rooms etc.
Information
channels
Structured information sent
out to passengers with
respect to various facilities &
protocols at the airport.
Aadhaar linked ecosystem
players to reach out to
passengers with specific
promotional offers/schemes
via app prompts.
Enable passengers to opt-
out of services they do not
wish to use.

At the airport
20
Airport
Documentation-
free travel
Aadhaar linked with
airlines at the time of
booking validates
passenger identity, along
with the flight information
via biometrics.
Airport entry via Aadhaar
informs the airlines and
checks-in the passenger
automatically.
No check-in counters for
Aadhaar powered
passengers, only dedicated
baggage drop zones.
RFID/NFC tags for
baggages.
Passenger
engagement
Digital engagement zones
allow passengers to indulge
in experiences other than
standing in queues for
check-in, baggage drop,
security check etc.
Digital technology to
empower better queue
management solutions &
allow passengers to
engage in more meaningful
experiences (shopping,
kids zones, netflix, meeting
rooms etc.).
Digital security
Push-wifi to every
smartphone at the airport
ensures digital tagging of
all the passengers.
Digital security solutions
like beacons help secure
airport with minimal manual
security intervention.
Walk through scanners
ensure faster security
check processing, &
reduced amount of pat-
down security measures.
Risk based screening, &
no-fly list ensure higher
security.
Digital guidance
systems
Digital signages at strategic
points at the airport ensure
better navigation for
passengers within the airport.
Smartphone AR apps direct
passengers to respective
gates and other services.

When you travel
21
Digital experience
continuum
Digital tools to enable
passengers to continue their
pre-boarding experience.
While business travelers
can continue their business
meetings, others can
connect to entertainment
modes they were connected
to earlier.
Passengers can order food
from airport food counters,
& get it delivered while they
are flying.
The flying office
Wifi within the flight allows
passengers to perform their
work related tasks
seamlessly.
Connectivity solutions to
enable passengers to
connect to their respective
social channels.
In-flight
information
Smartphones connected to
flight wifi will have access to
in-flight services & offerings.
Passengers can order food,
shop, check out flight
information.
Special engagement can be
provided by using multi-
user games that all
passengers can play
together, on their phones/
tablets etc.
Destination
based offerings
Passengers can get
information about their
respective destinations,
places to visit, & various
offerings.
Passengers can book their
respective destination
based offerings from within
the flight using digital tools.
In-Flight

After you arrive
22
Post Landing
Aadhaar powered
Immigration
Single point Aadhaar based
immigration check points for
Indian residents.
Biometric enabled updates
to immigration records.
Real time
baggage location
Digitally tagged baggages
communicate directly to
passenger with respect to
their location information.
Passenger gets a prompt
when their luggage reaches
the baggage claim belt.
Informed exit
Dedicated kiosks to book
airport transit for
passengers who do not
have enough power in their
smartphone, or do not have
connectivity.
Digital augmented reality
based guidance systems for
passengers guiding them to
their respective airport
transit location.
Feedback
channels
Dedicated feedback
channels for passengers in
various formats like kiosks,
smartphone apps, web
portals etc.
Proactive followup from the
airport with questionnaire
relevant to the passenger’s
journey.
Easy vendor/ecosystem
connect for grievance
redressal.

For passengers, it’s a unified flying experience
After you arrive
Real time info for luggage.
Interactive biometric kiosks. Single click
cab booking. Destination based offers.
ETA of cabs, & transparency of costs.
Digital guidance systems,
Interactive maps, AR apps.
Digital channels for
passengers to share
experience, & provide
feedback.
Connect with fellow
passengers in delightful
experiences.
Digital tools to enable
efficient work related tasks in
flight.
Order food via smartphone
app.
Destination based services/
offers.
When you fly
One time Aadhaar linking to
vendors using Blockchain
technology.
Multi-tasking options for
passengers while travelling
to airport.
Single point Check in via
biometrics on web/phone/
airport transit.
Getting ready for travel
Dedicated information
channel.
Historical data & trends
analysis for passengers to
plan their travel.
Smartphone app containing
entire trip information of
passenger.
No check-in counters. Only
baggage drop zones.
Digital guidance systems.
Interactive kiosks.
AR apps.
At the airport
Biometric enabled entry at
airport powered by Aadhaar.
Push wifi to ensures
passenger connectivity &
digital security.
Walk through scanners at
security check.
Passenger engagement
solutions.
Physical & digital queue
management solutions.
23

For people without Aadhaar
Entering India
In-flight entertainment system can be used to enable
International passengers to enter their information and
begin their immigration check formalities even before
they arrive! On successful completion of this activity, a
QR code is generated & pushed to their smartphone
when they arrive at airport. This QR code validates
immigration formalities, & passenger can get passport
stamped. via automated stamping installations using
the QR code.
International
passengers
Domestic
passengers
Entering airports
Using blockchain technology, the passenger data is
shared across Indian airports. Every time an
international passenger enters an Indian airport, push-
wifi at airport identifies the smartphone & send a QR
code instantaneously that establishes identity of the
passenger, and he/she is authenticated to enter the
airport via QR code scanners that display the linked
passport details of the passenger.
Entering airports
While booking the flight, passenger uploads scan of
his/her photo identity proof & a QR code gets
generated that is sent to passenger’s smartphone.
This code contains the itinerary & photo id scan so
that passenger doesn't have to carry one while
entering the airport. Airport security authenticates a
passenger by scanning the QR code & validating the
photo identity proof on digital panels.
24

Empower the
passenger with data
analytics so as to
enable them to draw
useful insights for
planning their travel
more efficiently.
2. Create
immersive
engagements
Airports will be
crowded, but
passenger traffic can
be managed via
immersive
engagement
solutions. Engage
flyers in experiences
other than security &
check-in.
3. Instill a
sense of
familiarity
Digital interventions
that allow one to
know about the
space around will
instill a feeling of
familiarity & comfort
with the airport.
Information
disseminated should
be localised with
respect to the airport
& destination.
4. Enable
freedom to
explore
Digital security
solutions allows
reduced interfacing
with security
personnel, hence
enabling passengers
to feel free to explore
the facility.
5. Go
paperless
Enable a framework
that requires minimal/
no requirement for
physical
documentation. No
need to take out
documents at every
checkpoint.
Experience principles
1. Empower
the passenger
25

Appendix
26

Stakeholders connect
Connected
Not Yet
Airport
manager
Chennai
Nagpur
Mumbai
Bengaluru
Delhi
Cochin
Hyderabad
Airport
Security
Chennai
Nagpur
Delhi
Bengaluru
Cochin
Hyderabad
Ecosystem
players
Paytm
Uber
iSpirt
Makemytrip
Yatra
Goibibo
Airlines
Spicejet
Indigo
Goair
Passengers
Frequent ﬂyers: 10
Non-frequent ﬂyers: 4
Technology
experts
Aadhaar team
at Wipro
Product
engineering
services at
Wipro
27

References
1. Final_NCAP_2016_15-06-2016-2_1.pdf; Ministry of civil aviation, India.
2. Impact of ICT on Indian Aviation; December 2016; SITA & KPMG
3. Airport in India ; March 2017; Indian brand equity foundation
4. Enhancing passenger processing: Technological advancements in aviation sector; The Elenium group
5. Digi Yatra: reimagining air travel; ispirt & Thoughtworks
6. www.civilaviation.gov.in/
7. https://www2.arccorp.com/
8. Airsewa application by Ministry of civil aviation, India
9. http://www.airlinetrends.com/2016/12/03/qantas-lets-lounge-visitors-order-their-coffee-via-their-smartphone/
10.http://www.airlinetrends.com/2016/12/12/air-france-joel-robuchon-foodora-montreal/
11.http://www.airlinetrends.com/2017/02/12/lufthansa-nespresso-quality-coffee-at-the-gate-for-fee/
12.http://www.airlinetrends.com/2016/11/23/jetblue-boston-new-york-shuttlefree-coffee-bagels/
13.http://www.airlinetrends.com/2017/01/25/sas-opens-its-second-off-airport-city-lounge-at-stockholm-central-station/
14.http://www.airlinetrends.com/2016/10/26/emirates-branded-in-lounge-bars/
15.http://www.airlinetrends.com/2016/10/26/emirates-branded-in-lounge-bars/
16.http://www.airlinetrends.com/2016/11/07/flightpath3d-book-uber-taxi-via-moving-flight-map/
17.http://www.airlinetrends.com/2017/03/22/lufthansa-virtual-reality-gate-upgrade-premium-economy/
18.http://www.airlinetrends.com/2016/10/28/eva-air-to-roll-out-rimowa-digital-luggage-tag/
19.http://www.airlinetrends.com/2016/11/14/klm-adds-passenger-reviews-and-ratings-to-flight-search-results/
20.http://www.airlinetrends.com/2016/08/12/ryanair-rate-my-flight/
21.http://www.airlinetrends.com/2016/07/31/tripadvisor-transparency-airline-passenger-experience/
22.http://www.airlinetrends.com/2016/09/25/digital-art-installations-at-changi-airport-engage-connected-travellers/
23.http://www.airlinetrends.com/2016/11/02/aeromexico-reimagines-door-2-galley-as-entrance-lobby-and-self-service-area-on-its-new-dreamliner/
24.http://www.airlinetrends.com/2016/08/20/swisss-bombardier-cs100-passenger-friendly-cabin-regional-jets/
25.http://www.trendwatching.com
26.https://skift.com/2017/04/05/5-passenger-experience-innovations-that-may-make-flying-better/
27.https://www.wired.com/2017/01/coming-innovations-will-make-flying-economy-mostly-better/
28

Ministry of Civil Aviation - India
Thank you!
Peyush Agarwal
Global Strategic Design Director

Designit

+91 9972 000 188

peyush.agarwal@designit.com
2017
Vikas Vashisht
Design Research Lead

Wipro Digital

+91 8146 480 231

vikas.vashisht@wipro.com

Aviation flying presentation by Wipro for aviation ministry, government of India,

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (20)

Similaire à Aviation flying presentation by Wipro for aviation ministry, government of India,

Similaire à Aviation flying presentation by Wipro for aviation ministry, government of India, (20)

Dernier

Dernier (20)

Aviation flying presentation by Wipro for aviation ministry, government of India,