Improving Boarding Efficiency And Experience

Abstract

This master thesis focuses on improving the efficiency and experience of the boarding process. It is based upon three main pillars: an observational study, a stress study and a future vision. During the observations, the boarding speed was reduced by passengers blocking the seat row or the aisle. Solutions could be found in three different directions: adaping the interior, the logistics, and/or influencing the psychological aspect off te boarding process. The stress study showed that there are fluctuations in the stress level during the travel process from home to destination. In the boarding and pre-boarding moments high stress levels could be found. With the Vision in Product Design (VIP) method a future context was shaped, a mission for the new design was designed and after that the desired interaction was created in order to come to a new concept. This formed the framework for design directions. Sub concepts were chosen and developed into a design concept; a boarding system where the passenger connects with the airport and seat wich contains a personal storage area. Checkpoints reassure the passenger with the final checkpoint being the seat. When the passenger gets close to the seat, a spot light above the seat starts to shine on the seat. On top of that the seat has a personal luggage spot underneath the seat pan for small luggage. The spotlight system was tested in the fuselage in Delft and showed significant decrease in boarding time of two seconds average per passenger.