SDGC17 | Lee Moreau: Revolutionizing air travel experience through human-centered design

Continuum worked with Southwest Airlines to improve the overall airline experience for travelers and decrease the aircraft turn times for the airline. This is a mutually beneficial experience for both customers and the business. Called Digital Wayfinding, this new process uses beacon technology to tell customers when their flight is coming, where to go for the nearest meal or coffee, and how quickly to move to get to the gate. There is also a chatbot component that can help travelers navigate the airport, manage layovers, and find specific places within the airport such as the nearest Starbucks or Chili’s. Lee Moreau and Heather Figallo can speak about the specific travel pain points that this addresses, as well as the design process the teams took to execute the project.

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