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The Passenger Journey at CDG airportAudencia Nantes - MS MDC - April 2013Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille
8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13hANGELIQUE Leasure ARRIVAL CHECK-IN SECURITY CHECK BOARDING Mom 42yo FLIGHT TIME CHECKIN FLIGHT TIME GATE 2 kids AIRLINE TICKET € € Luggage Check for: Transfer to Walk to BOARDING Walk to Walk to BOARDING Preparation Terminal? Terminal PIck up a cart Check-in desk Queue ID CARD Leave cart Gate group Queue ID Check boarding time DUTY Gate Queue CARD ID Check Flight Time Security FREE Take Off Time? & Check-in desk & gate Check-in Check point Customs Shopping Boarding Passport checkParis-Santorin (Greece)for 1 week, all inclusive +Expectations:Key Motivators- No unexpected event- No delay- No noise- To ﬁnd her way easily- No stress for her kids - “I always got that “The children are “Security checks are long feeling of forgetting always playing with and stressful for my “Let the holidays begin!” something” the cart, it’s tiring” children”
8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13hANNE Leasure ARRIVAL CHECK-IN SECURITY CHECK BOARDING Child 8yo FLIGHT TIME CHECKIN FLIGHT TIME GATE 1st timer Luggage Transfer to Walk to BOARDING Walk to Walk to BOARDING Preparation Terminal PIck up a cart Check-in desk Queue ID CARD Leave cart Gate group Queue ID Check boarding time DUTY Gate Queue CARD ID Check Flight Time Security FREE Take Off & Check-in desk & gate Check-in Check point Customs Shopping Boarding Passport checkParis-Santorin (Greece)for 1 week, all inclusive +Expectations:Key Motivators- To see the planes- To play, to have fun- Not to carry any luggage- To get some gifts- To share a moment with herfamily - “Cart races are so “Mom bought “It was the first time I “Airports are boring” “Policemen are funny!” candies and could see planes from so scary” magazines” close”
11h 12h 12h10 12h30 12h50 13hFREDERIC Business CHECK-IN ARRIVAL SECURITY CHECK BOARDING Single 33yo FLIGHT TIME CHECKIN FLIGHT TIME GATE Airline club BOARDING PASS member Luggage Internet Check-In Transfer to Terminal Walk to ID Walk to Work at Airline lounge BOARDING CARD ID Preparation Gate group Queue Check boarding time Gate Queue Check Flight Time Security Take Off & Gate group & gate Check point Customs Boarding Passport checkParis-Frankfurt (Germany)for 4 days, business trip +Expectations:Key Motivators- Efficiency- No unexpected event- No waiting- No disturbance- To have internet access- Private lounge space - “I hate packing “I don’t like “I finally get to chill a bit, up, it’s so long waiting” check my emails, my calls...” and tiresome”
RECOMMENDATIONSWAITING TIMETo mix Check-in and Security check: to do everything at once sothat we do not have to undergo a stressfull moment twice. Plus itwould become easier to act on that particular moment in order toprovide a more positive experience.“Express Way” for business travellers: The ﬁrst thing to do wouldbe to get existing solutions better known and then, to work on abetter interoperability between all the services that allowpassengers to go faster through the airport (PARAFE...).
RECOMMENDATIONSBOARDINGThey already have a relatively good time within boarding loungesand gate areas but the very moment when they get on the plane isstill 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
CONCEPT IDEAGoal: To make it easier for the passenger to ﬁnd his/her waythrough the airport and so reducing the stress related to thewaste 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.