Lufthansa Inflight Service
Lufthansa was looking for leveraging their inflight entertainment app to reconnect with their passengers.
Problem: Due to the pandemic, direct interaction and communication between passengers and the cabin crew is very limited. It is hard for the cabin crew to stay in a close connection with the customers also due to wearing a mask. Further, magazines and printed matter are removed from the seats due to hygiene guidelines and risk reduction. All in all, resulting in a more stressful journey and a feeling of uncertainty.
Goal: Reduce stress of passengers and cabin crew (during the pandemic) and create a sense of security, comfort and confidence for flying with Lufhansa.
Challenge: How should the (Covid) passsenger journey look like in order order to make the traveller feel comfortable about flying with Lufthansa?
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Basic information architecture to organise the information.
Persona: Max Hofer, the frequent traveller.
Design System
To comply with the corporate design of Lufthansa, the colours, typography, and various components are used throughout the prototype. Further, spacings between elements are harmonised on all frames.
Lufthansa colours and typography
The logo is either placed on dark blue or white, never on yellow or other shades of blue.
Results
The concept focuses on reducing contacts between passengers and the cabin crew while staying connected through the app.
The user can interact with other passengers through watchparties or multi-player games. The cabin crew can keep the user in the loop about the itenary through the bulletin board and the user can call for service in the control center. Additional information on the flight or cabin can be accessed as well.
These functionalities brings back a sense of security and connectivity during uncertain times of a pandemic.
The onboarding encompasses the user authentification and connecting a device. By connecting a device the user can not only use the app to access flight information but also to use their own phone for the inflight entertainment.
"My Flight" contains information about the flight and connecting flights, a service schedule with real-time data for meals, and a bulletin. The cabin crew and captain can post customized information to the bulletin board and update their passengers.
The passenger can select their meal beforehand and enter diet info. By using the app, the cabin crew can prepare accordingly and it minimises risks while interacting with the passenger.
Users can connect with other passengers through chats and watchparties, or multi-player games with scoreboards. The intention is to reconnect despite social distancing.
Users find all relevant FAQs, safety and COVID-19-related information, information on safe meals, as well as information about the cabin crew on the flight, and contact information in the cabin info. The cabin info aims at providing structured information in one place so the user is always on top of things tailored to their flight and destination.
From the control center, passenger can access the media controls to e.g. play music or connect phones or access the cabin controls to call the cabin crew, check occupation of the restroom, adjust lighting or AC in the cabin.
The main pages can be accessed through the homescreen or the sidebar navigation.