Year
2026
Duration
10 weeks
My Role
Service Designer
AIREASE
Erase the Hasle, Travel with Ease
An airport assistant that simplifies travel. AirEase guides passengers through security, manages delays, and helps them plan ahead, making every journey smoother, and more intuitive.
Airport Experience
Inclusive Design
AI Integration
Service Prototyping
The Problem
of airline passengers report feeling stressed when flying.
Airports are complex and
overstimulating environments.
Unpredictable wait times
Confusing wayfinding and TSA cognitive load
Disrupted plans without in-the-moment guidance
Current apps focus on booking — not emotional clarity
The Solution
An intelligent companion for every step of the journey.
AR & Standard Navigation
Personalized directions with accessibility options
Easabelle (AI Assistant)
Calm, proactive guidance in stressful moments
Plan-Ahead Features
Manage timing, security prep, and pre-orders
TSA Security Check Support
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Flight Rebooking Assistance
Smooth recovery when disruptions occur
The Outcome
- PANIC
The Outcome
+ PREDICTABILITY
The Outcome
+ SMOOTH
Sara & Kiara
The Mother & Child
Young mother traveling alone with a toddler
Juggles bags, security prep, and her child
Easily stressed by delays or unclear info
The Approach
Three travelers. Three stories.
One companion for all.
Navigating language & cultural barriers
Minh
The Foreign Traveler
Face challenges tied to accessibility & fatigue
James & Margaret
The Elderly Couple
Personas were developed to humanize the diverse needs of airport travelers and ground every design decision in empathy. We identified three representative profiles that capture key emotional and functional pain points within the travel experience.
Minh, the foreign traveler, represents those navigating language and cultural barriers. James & Margaret, the elderly couple, reveal challenges tied to accessibility and fatigue.
And Sara & Kiara, the mother and child, embody travelers juggling time, safety, and care.
Sara & Kiara became the focal point of our journey map. Their story highlights how AirEase supports travelers who need clarity, reassurance, and calm in moments of high stress.
The Journey Now
Planning
transfer
check-in
tsa queue
tsa check
navigation
retail
at gate
Touchpoints
Airline website, travel app, email confirmations.
Curbside drop-off, baggage carts, airport entrance.
Check-in counters, self-service kiosks, airline staff.
Security checkpoint, designated family lanes (if available).
TSA screening area, security bins, officers.
Terminal signage, escalators, elevators, corridors.
Restaurants, shops, lounges, kids’ zones.
Gate seating area, airline app , boarding staff.
Stages
Books flight, packs essentials for her child, plans snacks and entertainment.
Manages child, luggage, and stroller while coordinating ride to airport.
Uses self-service kiosk while keeping child nearby and calm.
Waits in line, keeps child entertained, prepares for security screening.
Removes items, folds stroller, goes through scanner, retrieves belongings.
Walks long distances while pushing stroller and carrying bags
Buys snacks, looks for family seating, searches for child entertainment.
Entertains child, manages belongings, and monitors boarding time.
Pain points
Unclear TSA guidelines for children; limited family-friendly travel information.
Navigating curbside traffic with luggage and a child is stressful and physically demanding.
Balancing a child, luggage, and documents increases stress and slows the process.
Long waits cause restlessness; managing carry-ons and child simultaneously is difficult.
Child gets anxious; lack of child-specific guidance adds confusion.
Limited family restrooms or play areas; physical fatigue from walking long distances.
Food lines are long; child-friendly options are scarce and areas overstimulating.
Child becomes restless; managing luggage and stroller during boarding is difficult.
EMOTIONAL CURVE
We mapped Sara and Kiara’s current airport journey to uncover key stress points and emotional barriers, insights that revealed where AirEase could bring clarity, comfort, and support.
Easing the Journey
Planning
transfer
check-in
tsa queue
tsa check
navigation
retail
at gate
Touchpoints
Airline website & airport app interface.
Curbside drop-off & app interface.
Check-in counters, self-service kiosks, app interface.
Security checkpoint, app interface.
TSA security screening area, app interface.
Terminal corridors, airport signage, app interface.
Duty-free store, app interface.
Play area, AR exhibit, app interface.
Stages
Books tickets, selects a child-friendly travel option, and pre-orders food.
They arrive at Newark International Airport and open the app.
They check-in at kiosk or counter and check bags.
Kiara watches a fun, child-friendly animation that explains TSA’s role.
Sarah smoothly moves through TSA while Kiara follows instructions.
Sarah gets a notification that Emma’s meal is ready at McDonald’s.
Sarah shops duty-free perfume trough the app, selecting gate-delivery.
The app notifies them about an AR Art Exhibition to keep Kiara engaged.
improvements
Allows advanced meal orders and airport shopping to save time later.
Real-time directions to priority check-in and baggage drop points, eliminating guesswork.
Kiara is engaged and prepared, reducing stress for Sarah.
TSA experience is efficient and stress-free, with no tantrums or confusion.
No waiting in lines, pre-ordered food is ready when they arrive
Avoids rushing through stores with an impatient child.
No need for screen-based distractions, Kiara is engaged while Sarah relaxes.
App assistance
App provides a family travel checklist and a pre-order option for food & duty-free shopping.
The app guides them to the family check-in counter, reducing confusion.
App plays kid animation and provides Sarah with a checklist for TSA prep.
Virtual checklist for parents, and a child-friendly security process.
The app notifies that pe-ordered meal is ready. A map appears, guiding them to pickup.
App confirms: “Your order will be delivered at Gate 12 before boarding.”
The app directs them to the exhibit. Kiara sees art come to life, interacting with moving animations.
This future journey map shows how AirEase turns stressful moments into seamless experiences offering the guidance and reassurance that make travel feel calm, and effortless.
Visualizing the Service
Direct travelers toward TSA, monitors lines and assist as needed.
Monitors travelers flow and estimate overall duration at TSA.
Tracks flight information and travelers urgency statuses and communicates it to TSA staff.
Guide travelers, monitors their urgency levels,
and identify individuals at risk of missing their flights.
Kiosk displays welcome and warm message & checklists.
App provides detailed guidelines about where to go, and estimated time duration.
App delivers
live timing information and reassures traveler about urgency level: as they are “in time”
App plays
child-friendly guidelines video to educate and engage child.
App assists with planning next steps, by displaying distance and time to reach the gate.
App displays congratulations for completing the step, and estimated distance to gate.
App provides navigation to gate, including a stop to get pre-ordered child’s meal at McDonald’s.
Guides traveler trough the process.
Directs travelers to the exit.
Kiosk
App (traveler’s interface)
Security Scanner
App (double interface: traveler & airport staff)
Journey Map
Preparing for TSA
Signage, kiosk, app notifications
Handles luggage, check TSA rules and gather, items.
Walking Through Scanner
Security scanner
Walks trough, following TSA guidance.
Bins, TSA exit area, seating
Quickly gathers bags while keeping an eye on her child.
Joining the Queue
TSA queue, app interface
Joins the queue, manages child and start planning for next steps.
Touchpoints
Traveler Actions
Officer Actions
Line of Visibility
Line of Interaction
Technology Frontstage
Backstage
Actions
Screening conveyer
Placing Items
in Bins
TSA queue, bins, screening conveyer
Organizes items and places them in the bins.
Support Process
Items Collection
& Repacking
This blueprint maps how AirEase connects travelers, staff, and technology, aligning every interaction behind the scenes to create an efficient airport experience from check-in to gate.
Testing What Feels Right
We conducted a user testing sessions to evaluate AirEase’s usability and emotional impact across diverse travel scenarios.
Participants found Easabelle, the AI assistant, “a delightful surprise,” valuing her clear guidance and empathy during stressful moments. The AR navigation feature was highly appreciated for real-time clarity, though users highlighted the importance of integrating physical signage for moments when hands are full. Testing also refined key features, simplifying rebooking flows, improving checklist accessibility, and strengthening readability for older or colorblind users.
These insights informed how AirEase can evolve into a calm, adaptive service that anticipates real traveler needs.
“Easabelle is such a ‘delightful surprise’, it’s so helpful!”
Let’s Connect
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