Reimagining the flying experience for India

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Transcript

2. Re-imagining flying experience in India Ministry of Civil Aviation, India 2017 1
3. Create a digital framework that enhances passenger experience and strengthens security at airports. Project Objective Ministry of Civil Aviation, India 2017 2
4. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Desk research Literature on Aviation in India Passenger trends Emerging technologies Trendspotting Primary research Stakeholder interviews with: Airport managers Security officers Airlines Ecosystem players Passenger Insights & analysis Information gaps Need gaps Pain points Challenges Concept note Ideation Future direction Our Approach
5. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Aviation in India: A snapshot 2015 2022 7 crore domestic tickets 50 crore domestic tickets 3rd largest civil aviation market by 2022 National Civil Aviation Policy 2016 • Harmonised growth of aviation sub-sectors • Simplification of processes via technology • De-regulation & e-governance
6. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Evolution of the Indian flyer Economic development Low cost airlines Low brand loyalty Ever evolving ecosystem Flying is becoming affordable to the masses. More & more people from the middle income groups are now flying. Thanks to low cost airlines, there is a surge in middle income group flyers who are increasingly flying with families, as against only for business during earlier times. The competition amongst various players in the market provides consumers with multiple choices. Within this pool of varied options, the brand loyalty is fading. Major ecosystem players have identified flying as a revenue source and are using technology interventions to provide flyers with more meaningful services.
7. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital
8. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Insights into passenger journey Pre-airport • Booking • Transit to airport • Entering airport Airport • Baggage drop • Security check • Boarding Post landing • Baggage claim • Exit airport Airports are boring. Quality of experience Adequate Very poor Booking is standalone & un-integrated. Transit to the airport is a challenge & unrewarding. Carrying ID proofs at various checkpoints is a hassle. Airports mean queues & longer queues. Different airports, different experiences. Security checks are painful. Baggage is a burden, & its security is also a concern. Transit to boarding gates needs better guidance systems. Baggage tags & their stamping creates un- necessary hassles. Baggage claim information is not communicated efficiently to the passengers. Locating cabs/ transit modes post exit is a challenging task. Booking changes & cancellations is a painful process. Services at airports do not support passenger requirements like electrical points, adequate drinking water installations etc. Seating at boarding gates is a challenge, especially in case of delayed flights. Airports are not hospitable spaces in case of delayed flights. Connecting flights are poorly coordinated for passengers. Exploring flight options, & planning for holidays, vacations etc. is a challenge.
9. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Mapping stakeholders to the journey Passenger Airport security Carrying ID proofs at various checkpoints is a hassle Different airports, different experiences. Security checks are painful Airlines Booking is standalone & un-integrated. Baggage is a burden, but its security is a concern. Baggage tags & its stamping creates un- necessary hassles. Airport management Carrying ID proofs at various checkpoints is a hassle Airports means Queues & longer queues. Different airports, different experiences. Security checks are painful Airports are boring. Transit to boarding gates needs better guidance systems. Baggage claim information is a necessity. Locating cabs/ transit modes post exit is a challenging task. Ecosystem players Booking is standalone & un- integrated. Transit to the airport is a challenge & unrewarding. Locating cabs/ transit modes post exit is a challenging task. Airports are boring. Booking is standalone & un- integrated. Transit to the airport is a challenge & unrewarding. Carrying ID proofs at various checkpoints is a hassle Airports means Queues & longer queues. Different airports, different experiences. Baggage is a burden, but its security is a concern. Security checks are painful Baggage tags & its stamping creates un- necessary hassles. Airports are boring. Transit to boarding gates needs better guidance systems. Baggage claim information is a necessity. Locating cabs/ transit modes post exit is a challenging task. Baggage claim information is a necessity.
10. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital
11. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Future journey for Indian passengers Our vision Connected passenger Connected airports Connected flying Connected systems 17
12. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Pre-airport Biometrics powered booking Airfare trends & analytics for public Multi-tasking en-route to airport Information channels Connected passenger Connected airports Connected flying Connected systems 17
13. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital At the airport Paperless boarding Digital security Passenger engagement Digital guidance systems Connected passenger Connected airports Connected flying Connected systems 17
14. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital When you travel Digital experience continuum The flying office In-flight information Destination based offerings Connected passenger Connected airports Connected flying Connected systems 17
15. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital After your journey Biometrics powered immigrations Real-time baggage location Informed exits Feedback channels Connected passenger Connected airports Connected flying Connected systems 17
16. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Impacting National Civil Aviation Policy, Digi Yatra & Working with the Govt. of India
17. wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital Paperless boarding Facial biometrics to act as boarding pass, now live at Bengaluru, Hyderabad & New Delhi airports
18. Thank you! Thanks Gracias Gràcies Danke Tak Takk Tack Obrigado הדות ありがとう 谢谢 धन्यवाद Vikas Vashisht Anthropologist | Principal Design Researcher Designit +91 8145 480 231 vikas.vashisht@designit.com Peyush Agarwal Managing Director Designit +91 9972 000 188 peyush.agarwal@designit.com wipro digital Ministry of Civil Aviation, India 2017 | Designit + Wipro Digital