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Service Design

OBJECTIVE

How might we combine the current cross-border flight process and intergrate them into one service design?

SOLUTION

Design a service that focuses on generating all the process under quarantine as a whole

TYPE

SKILLS

Individual Project
Service Design

Process map, Stakeholder's Map, Interview & Observation, Concept Development, Service Blueprint, Mobile Design, Web Design

DURATION

TOOLS

5 weeks

XD, Illustrator, Indesign, Photoshop

INTRODUCTION

The aviation industry suffered great setbacks from the COVID-19 pandemic. Due to the domestic and international air traffic control system, and the isolation policy of the government, it is of great inconvenience for users to buy tickets or travel. Through my own experience of flying back to China from the United States, I had also faced with the difficulty of buying tickets, taking the Nucleic Acid Test (NAT) within the validity period. The assigned hotel quarantine is also humble. As the pandemic is likely to become more and more normalized, what kind of services the aviation industry can launch in order to improve the needs of customers, better drive the development of enterprises, and cope with the impact of the COVID-19 pandemic?

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DESIGN OPPORTUNITY

What about the cross border flights other than domestic ones? 

The isolation, airline and hotel reservation services can be bundled together to boost the aviation industry sell tickets and make profits.

 

RESEARCH

Current cross-border flight process under the pandemic has become very complicated. Passengers need to log in to several different pages to complete a series of operations. The booking process often leads to customers' impatience and confusion.

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Insights

Can we combine some of the processes and integrate them into one service design?

INTERVIEW & OBSERVATION

Customers have their own thoughts and concerns regarding the current whole flying experience under COVID-19. Understanding new expectations, concerns and reflection they might have helps us find better design and problem-solving ideas.

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SYSTHESIS

Through the observation of the whole quarantine process, I analyzed and integrated the problems that passengers would encounter, and found the services that can be designed and set up in the future.

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HOW DOES IT WORK

01

02

Integrated Booking & Health Process

Holistic Steps Guides

Help people search and book flight tickets and COVID-19 test. Calculate and ensure that the test report is valid when boarding. The report will be automatically generated on the app page.

Hotel reservation service. For the favorved district and quarantine hotel that you want to go to after getting off the plane.

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03

Hotel Selecting System

Hotel Service Design

Show the introduction of the whole service process,. Each step can be managed to reduce customer problems and meet customer needs.

Personalized hotel services. Customers can choose hotels according to their own preferences (good network, sound insulation and good meals, etc.) to meet their daily needs without delay in work and study.

SERVICE BLUEPRINT

This diagram visualizes the relationships between different service components that will be included in this journey. This is an ideal approach that enables us to have a comprehensive understanding of what customers will do during the journey.

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APP DESIGN

01

The integrated service system helps users find various functions easily, from booking tickets to the travel after quarantine. Users can easily solve all the problems of returning home at once without logging into multiples websites.

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Book Flight Ticket 

02

Make an Appointment

with Testing Center

Easily get COVID-19 information and book flight tickets.

Find the nearest testing center near you. Easily make an appointment and get your test report before boarding.

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03

My Trip

Detailed information, including prices, quarantine reviews and facilities & service of each hotel.

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04

Quarantine

All the information needed during quarantine. Various and concise functions: Food, Wifi, Delivery, Travel, My Account, Report, Emergency and Tips.

SYSTEM MAP

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WEB DESIGN

Web pages enable hotels to receive government information more timely, manage people under quarantine efficiently, and report their status in time.

Hotel Management

This report page helps the hotel to efficiently manage the personal information, daily temperature and COVID-19 test report of customers under quarantine.

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Hotel Temperature Report

Record the temperature of customers to make sure everyone's safety.Timely detection of infected person, implement treatment before adverse reaction happens to achieve epidemic prevention.