Paige - Massport UI
Optimizing the curb-to-gate experience for elderly travelers at Logan airport.
Duration
Jan - May 2025
Team
Michal Lyons
Miles Brajdic
Juliana Melo
Caitlin Pichette
Group Tasks
User Research
Weekly Slide Deck
Solo Tasks
Presentation Visuals
Prototype Sketches
Iconography
Wireframes
Tools
Figma (presentation visuals, wireframing, prototyping)
Illustrator (iconography)
Goodnotes (digital sketching)
Markers, Sticky Notes, Butcher Paper (class ideation exercises)
The Problem
Now an ever-growing demographic, senior travelers often find navigating the airport to be challenging. Common issues among this age group include being confused by signage, difficulty finding access to wheelchairs and other handicap services, increased likelihood of physical fatigue, and difficulty navigating technological infrastructure.
Interviews
For user interviews, we turned to our grandparents and had them share their experiences navigating airports with us. Throughout the three interviews overall came mixed feelings towards the curb-to-gate experience. While certain aspects such as clear signage and helpful staff were appreciated, TSA procedures, being in physical pain and a commonly chaotic environment consistently emerged as pain points.
Persona
Meet George, a Boston native on his way to Florida to visit his grandchildren. His long career as a carpenter has left him with a nice retirement as well as troublesome knees. His pain points are standing for long periods of time, not knowing where to locate help and crowded environments.
graphic by Juliana Melo
Final Idea - “Paige”
Description
A self service interface (kiosk, phone, etc.) that scans the user boarding pass to access their information and assist them.
Features
Gives airport staff relevant information on user
Allows for more efficiency in passage/checks
Allows for more easily called assistance
Positives
Cuts costs
Streamlines directions
Document relaying of information
Personalized to user
Capabilities
Implement + cost
Willingness to restructure information checks/security measures
image provided by Juliana Melo
Storyboard
sketches by Miles Brajdic and Caitlin Pichette
Journey Map
Service Map
Paper Prototype
Our initial idea was to have a one-stop user interface designed for passengers to be able to seek help, navigate the airport and access flight information independently. The interface would be displayed at kiosks as well as on the user’s mobile device. Features would include a map of the airport, flight information, request of a personal cart, assistance, and an FAQ page. Another team member sketched out the homepage design, which I then expanded upon digitally. I mapped out the familiar journey of George requesting a cart to take him to lunch.
