In-Flight
Experience

Project Introduction

I worked on this project during my tenure @DesignLab, TCS. The project started with the customer proposal to redesign their In-Flight experience for ultra-long flight journeys ( Services with 15+ flying hours). 

My Role

I led this design engagement from ideation to implementation. The design team consisted of 4 members including me. I also collaborated with the product manager and engineering team during this engagement. 

What We Achieved

As a design team, we were able to look beyond the confines of the desired solution and ask the customer what is the underlying business goal? Passenger Satisfaction. We then focused on exploring various stages of the passenger journey Identifying the crucial pain points and challenges which hinders their satisfaction. 

Discovery Phase: Bringing the Value In Design

This engagement was a typical scenario where a customer approaches you with a problem and a possible solution in hand. As a design team, it is our responsibility to ensure we are in the right direction.

The above two studies helped us to identify and explore the two new phases in passengers experience: Pre-flight and Post-flight phases.  This data helped us to vouch for a more in-depth study on the three journey phases to solve for passenger satisfaction. 

Design Phase: Task Flow

Design Phase: Prototyping

Design Phase: Final Screens

 

Companion App

Implementation Phase: Design Handoff

Old model

"Antony's work at in-flight experience project was highly impressive as it clearly reflected a professional UX designer in him. He took the courage to state that an infotainment system alone will not suffice to mitigate the passenger's pain points. Instead, he suggested a service level design where he placed two connected applications mobile and an infotainment system to cover the whole user journey."  - Head of DesignLab, TCS