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Air France & af83 !

By Pauline 20-08-2015

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The design at the center of the improvement of the usage of the self-service kiosk

Af83 is proud to have collaborated with Air France on the project of the rethinking of their kiosk application.
In the context of welcoming and accompaning their passengers, Air France wished to improve the experience of the usage of the self-service kiosk available for the passengers to proceed to the boarding operations. The starting observation  was based on the number of travelers who quit during the process without having completed the task.

Cédric André-Masse, Innovation Manager of Customer Experience, explains in this interview our collaboration in the magazine « En Contact ».

The role of design was central in this project, whose purpose was to offer to the passengers a simple, reliable and useful service. The research phase, the analysis phase, and a multidisciplinary collaboration enabled the creation of the first version of a prototype on tablet before set it up in the first terminal in 2015.

The iterative and pragmatic approach made it possible to identify, design and quickly test the hypothesis by minding the diversity of the users and to iterate, to get the maximum of success.

Despite the difficult using context (travelers' stress, crowd and agitation at the airport), the service was unanimously welcomed by the passangers that judged it simple to use.

The project received the price of the « Observeur of Design 2016 » and will be exposed during one year at the Cité des Sciences beginning in January 2016. 

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