USER QUOTES
"I look for anything that’s filling, like pasta so it's my only meal of the day."
"Mom does not want to leave the gate and she wants fast food so we can go back and sit."
80%
Fear & Urgency
Users were anxious about missing their flights and often waited at their gate.
100%
Spending Money
Complaints of expensive shops that lead them to spend as little as possible.
100%
Airport Food
Was too expensive and users had concerns about food safety or allgeries.
SITE MAP
The problem was how big airports could be, where users may not have the time to wait at shops they want before flying from their gate.
TIME & MISSED FLIGHTS
A delivery and check out feature was created to help users skip long lines and focus on their flights.
Fail fast: the mid fidelity test was criticized by users
REGULAR ORDER & DELIVERY
Testing resulted in users not understanding the regular order flow due to the top part of the app resembling a boarding pass app than delivery.
SAVE ORDER FAILURE
“Save Order” was poorly explained in the flow, enough to where users made up features, such as automatic delivery.
80%
“Where is the shop?”
Users were confused by the Dashboard and couldn't figure where to find the storefronts.
80%
What is “Order Ahead?”
Users had a hard time understanding the concept of an “Order Ahead” feature.
40%
“Is this automatic?”
Users assumed the app could place orders ahead for them automatically when that was not the case.
Learning from disaster in the next iteration
REDOING THE DASHBOARD
The dashboard was redesigned to where the storefront was now fully visible below the boarding pass.
BOARDING PASS FEATURE
A boarding pass feature was deemed a necessity to skip users selecting airport location and terminal, from the pervious task flows, to cut down on actions.
Save Order was renamed “Order Ahead” from user suggestions
UNEXPECTED SOLUTION
In my next rounds of testing, I ran into the same issue regarding “Save Order”, until a user I tested mentioned how it resembled a traditional “Wish List”.
THE WISHLIST
The structure of a wish list was simple and a new task flow was created to see how it would flow with the rest of the checkout process. It was renamed to have better "Order Ahead" to better suit the feature's functions.
Introducing Layover, the world’s first boarding pass + food delivery app
UI KIT & BRAND DESIGN
The style kit was finalized and implemented with the app’s theme colors. The deep blues and bright oranges are made to contrast for a strong brand and high trust.
Wishlist in action in the final prototype
PLACING ORDER AHEAD
The new wishlist prevents users from going to the payment screen, instead it directly asks to “Hold” the order.
Only after the user directly releases the order from the dashboard will they have an option to charge their card.
GIVING POWER BACK TO THE USERS
This new change will give users full control on when they want to place orders, especially from connecting flights.
Reflection
KEY TAKE AWAYS
Crafting and maintaining a detailed design system.
Design problems can have unexpected solutions.
NEXT STEPS
Conduct user testing on current final prototype and record results for further improvements.
Refine designs based on feedback.
