Feather. — the calmer airport

Discovery · 01

The data I gathered suggested there were opportunities for a better experience within the TSA/security checkpoint, navigating the airport, and having access to useful information like wait times and food options.

Synthesis · 02

Mapping changing traveler mindsets

The interviews revealed that airport behavior changes with context. Anxiety peaks before security, then gives way to relief and a desire for food, work, or rest. Rather than flattening that experience into one persona, I mapped three distinct traveler mindsets across what they think, say, do, and feel.

Service mapping · 03

The customer journey map

I mapped the full service journey across the three phases of the airport experience, connecting what travelers do, the Feather touchpoints they use, and what they think along the way.

Exploration · 04

From findings to low-fidelity routes

I translated the research into rough, testable paths before investing in visual polish. The wireflows focus on the two moments with the clearest research signal: finding useful places quickly and managing a trip with another traveler.

01

Sketching the service model

Early paper sketches helped me compare service tiers, trip information, baggage, parking, and lounge access as one connected airport experience.

02

Add a traveler red route

The add-traveler route tested how a user could extend tier benefits, enter a companion's details, understand the rules, and confirm the addition without leaving the trip context.

High fidelity · 05

Design choices for the final product

Designing an inviting, efficient and robust app took many iterations and multiple rounds of testing. From guerrilla testing with sketches to 10 moderated user tests, the dashboard went through dozens of updates. After each test I changed the design to address the pain points users ran into.

Dashboard iterations

Sketch

Iteration 1

Iteration 2

Final

1. Change 01

   Problem

   A text-heavy About Feather page made digesting information arduous and overwhelming.

   Solution

   Add spacing, tighten the copy, and move a larger call to action to the bottom of the page.

   Before

   

   After

   

2. Change 02

   Problem

   Users felt unsure about what Feather offered, even at the moment of purchase.

   Solution

   Edit copy, limit text, and add interactive icons so users can learn more about each included service.

   Checkout

   

3. Change 03

   Problem

   Users struggled to find the Account button without help.

   Solution

   Add a profile picture to the account button, enlarge it, and change the carousel color for better contrast and navigation.

   Account button

   

Validation · 06

A connected airport experience

Feather became both a digital and physical experience: Speedcheck Baggage, lounge access, valet parking, shared travel, and a companion app that carries your boarding pass, itinerary, and airport map. Every feature traces back to the four interview insights around control, efficiency, personal space, and a sense of place.