I joined the design team at Black Swan Data, working on a product redefining how people use additional services on airlines.
Customer research and experience mapping helped identify the areas to prioritise. For each of these areas we did further competitor research, journey mapping, wireframes, user testing. I worked mostly on developing offerings related to pre-ordering refreshments and duty free, mobile payments, and editorial content.
The main challenges were working around the constraints caused some or all of the use cases taking place in the air where different connectivity, payment, and timing issues arise.
Stakeholder and user interviews