Travel tracking system
Airlines generally have a poor reputation regarding pet travel, causing users to worry about their pets' safety and location before and during flights. To improve this experience and enhance its image, I developed a concept project for Norwegian Airlines that allows users to track their pets during the flight.
​How
We started by looking into Norwegian’s main competitors, listing what services they were and were not offering to customers that were travelling with their pets, or when sending them abroad –– by doing this we quickly discovered that there was no way users could track their pets, or find out where they are during any step of the process. We also had a look at Tracking Apps to learn about the features they provided and the advantages they offered to users.
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Research & ideation
We then conducted a quick survey to understand who our target users were and discovered they were between 25 – 39 years, with a larger share female at 66% and 37% did not travel with their pets because they did not trust the airline with them.
From there we moved on to the interview stage where our goal was to understand how users felt about the process, their needs and what fears they had when travelling with their pets –– organising our insights by creating an affinity map.
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"Omg I'm never doing that to him again!"
– said a user when asked about the experience of travelling with her pet
We ran a few Design Studios in order to come up with solutions to solve problems. Then sketched different features and ways for the user to know about their pets health and state at all times.
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The more options we gave to the user to know about their pets health (i.e. heart rate) the more overwhelmed and worried they felt. We started by giving them the option to know about the pets heart rate, amount of food and water left and body temperature — but users kept asking “what if one of these goes wrong, do I really want to know? Is there anyone that would get into the cargo area and fix it?”
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What
By creating Pet Travel we allowed users to follow their pets along their flight journey, giving them peace of mind and building trust between the user and airline. This allowed the airline to attract new customers and boost its image.
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Next steps
We had an amazing time working on this app and empathising with their situation. Next steps would be to continue testing the prototype to improve the contact between the user and the airline, potentially using the Live Chat functionality.