Strategy & Sketching

USER PROBLEM
Airline passengers need a way to access inflight services and entertainment so that their inflight experience is pleasurable and convenient.

BUSINESS PROBLEM
Delta needs a way to combine inflight services and entertainment with their current app so that inflight transactions and customer satisfaction will increase.

SOLUTION
We believe that by integrating inflight entertainment into the current Delta app and streamlining inflight services, both the user and business goals will be satisfied.

PROJECT VALUES

Low Learning Curve
With all the features we were adding to the app, it was critical that the user felt as if the app was intuitive and familiar. I utilized universal design patters and information architecture that would keep the learning curve low and allow the user to experience the most success.

Surprise and Delight
Based on our research, flight passengers expected things to be included and free while flying. I wanted to give the user that feeling of surprise and delight by creating elements that felt like luxurious and delightful perks.

FEATURE PRIORITIZATION

Integrating an entertainment package into a mobile application is no small undertaking. Entire companies are built on their entertainment catalogue. It was imperative that we prioritized features in our app to ensure our users would both be pleasantly delighted by the vast array of options but also experience quick user success with a small learning curve, if any.

Moscow Method dividing features into priority categories

Feature Mapping to plan out design phases

USER FLOWS & SKETCHES

With our features mapped out and using our persona as a guide, I came up with user flows and did initial sketches of screens within the flows.

4 User Flows
1. Find flight information
2. Order a glass of Pinot Noir
3. Request a blanket
4. Watch the latest episode of Star Trek

All-in-One App
Customer is already familiar with the Fly Delta app and one app removes the pain point of an extra download.

Inflight Services
I hypothesized that having all inflight services available in the app would create ease for the customer and increase overall transactions.

WIREFRAMES

Based on our sketches I created wireframe mockups of how I thought the app should flow. Creating wireframes apart from one another allowed us to continue to iterate on our sketches and bring out some of those ideas for flow and operation. We then compared mockups and talked through which processes could be used. Some were scrapped, some were combined with others, and then we divided up screens to create our initial prototype for testing.