Losing control

Last night, our project team came together to discuss our findings of the last 36 hours. What was supposed to be an hour-long reveal became hours of in-depth discussion.

We’ve all heard about passengers feeling anxiety, a loss of power, and a loss of dignity.

On the other side, airline staff only have access to specific information. They are constrained by  security, safety, and organizational factors. When they want to help, they often don’t have the ability.

Both passengers and staff become frustrated, creating a negative feedback loop for all.

To create a user-centered airline experience, we realized that we need to address both sides of this equation. The concept that surfaced:

A sense of control.

From this, discussions turned to shared destinations, transparency, purpose, and agency.

Now, our challenge now is to distill specific actions that can help everyone regain a sense of control.

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