An in flight experienced based on the West-Jet brand which is designed to enhance communication between staff and customers.
As a proposed tablet based interface for WestJet's in flight experience, JetSet seeks to address the disconnected between attendants and customers that is built from the constraints of a plane's interior.
Within a group of 5 designers, I worked with defining the project scope, opportunities, and functionality as well as modeling screens and interactions
With WestJet as our selected client, we thoroughly studied the brand and how it was supported with its services. We identified that, due to the nature of the changing airline economy, WestJet's services were starting to struggle with maintaining the exceptional, personable service that it prided itself on as it grew in size. We would attempt to reaffirm WestJet's brand slogan "Owners Care" by more directly connecting customers with the services WestJet provides.
Our initial idea was to reveal the faces of the crew pre-flight in order to create accountability to crew members as well as provide a customer feedback system. This idea was scrapped when we realized that the larger problem was still not being addressed. Ideal customer service should anticipate complaints instead of simply reacting to them. As a result, we moved to address the mid-flight and post-flight experience.
Process Document
Our final prototype sought to address the constraints of the passenger flight cabin and allow more flexible and free communication between passengers and flight attendants while keeping orders and questions organized. WestJet had existing plans to make use of Tablets for entertainment systems, so we extended their use to allow open communication between crew and customers. This would allow WestJet to demonstrate its brand strength by giving its attendants the ability to connect to their audience beyond the pre-flight introduction and mealtimes.
Jetset Prototype
