Flylink

An off-site airport parking app that will revolutionize the non-aeronautical business

General

Timeline

Dec 2023-Aug 2024

Tools

Figma

Notion

Final Cut Pro

Framer

Roles

UX Researcher

UI Designer

Video Editor

Web Developer

Categories

Transportation

Parking

Management

Platform

Mobile IOS

The Why

01

Unavailable airport parking lot security features during reservation

02

Unreliable airport parking shuttle services that delay arrivals

03

Poorly designed UX/UI systems for current airport parking services

04

Inconvenient UX with current reservation systems

The Challenge

Design an app to address users' pain when using airport parking services. Simplifying the user experience

and journey while using airport parking services will regain the market revenue

The Problem

Since the introduction of ride-sharing services like Uber and Lyft at airports, airport parking services have experienced a $3 Million revenue decline per year

Data Research

Field Research

During this case study, I have used off-site airport parking lot services 6 times (2 separate companies) and recorded my user experience and challenges

Field Research

Check-in

Check-out

For website optimization, access the Figma Link on the top right corner section

Competitive Analysis

I conducted an in-depth analysis of the most popular off-site airport parking app. I reviewed the app and user reviews in the App Store.

Full analysis in the Figma link on the top right corner section

Competitive Analysis

Problem

Check-in and check out details are too small and do not have proper spacing in between

Problem

Selected option is not following the hierarchy of buttons. The button is not clear that is selected from the others

Problem

The airport location icon does not have proper spacing

App

Review

User Survey

I selected 12 participants who often travel for work or leisure to participate in a 12-question survey

Full analysis in the Figma link on the top right corner section

User Survey

User Personas

I created three user personas to define who my target users are. This helped me define the user's goals and frustrations

User Personas

Journey Map

The journey map was created to account for every step that the user will encounter while using the off-site parking services

Journey Map

Stages

Reserve Parking spot

Access Entrance Gate

Find Parking Spot

Find shuttle bus

Travel inside Shuttle

Terminal Drop-off

During reservation

Actions

Download app

Find available parking spot

Choose Dates and Time

Choosing parking spot based on vehicle needs

Confirm and app

Drive to parking lot

Access gate with code or QR code

Find assigned parking spot that was reserved on app

Request shuttle bus that has available seating and luggage storage

Wait for shuttle

Confirm with shuttle driver when arrived

Be transported to requested airport terminal

Wait for shuttle to arrive at terminal

Assistance of luggage

Leave review for bus driver

Leave tip for bus driver

Access security updates

Check if their vehicle is safe

Pain Points

Don’t know when to reserve park spot

What location?

Which parking spot?

What is included in my parking spot?

Cancellation policy?

QR code not working

Directions to parking lot

Gate not opening

Arrived early or late

Can’t find parking spot

Someone else at parking spot

Can’t access parking spot

Can’t find assistance

Information on wait time

Correct shuttle?

Shuttle did not arrive

Enough spacing?

Large group

Need more time after requesting shuttle

Shuttle bus with access ramp?

Terminal change

Need to go back to parking lot

Amenities on shuttle

Report issues

Leave positive review

Would like to speak to manager

Left item on shuttle after leaving

User wants to remember where they parked

Is concern of vehicle safety

Direct access to customer care

Extend reservation due to change of plans

Touch Points

Home Screen

Reservation Screen

Parking lot/spot options

Check-out

Confirmation

Home Screen

QR code access screen

Assistance page

Directions/Navigation

Assistance Page

Can’t access parking spot

New Parking spot request

Request shuttle screen

Group size and luggage count

Large group/luggage

Accessibility

Cancel Request

Wait time screen

Contact bus driver

High Visibility Mode

Terminal change screen

Live update map

Request back to parking spot

Current Amenitites

Leave review of shuttle driver

Leave tip of shuttle driver

Request Manager call back

Contact bus driver due to item being left behind

Access security cameras

Contact customer care

Extend reservation due to change of plans

Report incident

Check on updates regarding incidents

Opportunities

Parking lot reservations

Clear difference of parking lot features

Easy understand of location, time, spot

Assist mode to help users choose best time

Clear cancellation policy

Home Screen

QR code access screen

Assistance page

Directions/Navigation

Assistance Page

Can’t access parking spot

New Parking spot request

Request shuttle screen

Group size and luggage count

Large group/luggage

Accessibility

Cancel Request

Wait time screen

Contact bus driver

High Visibility Mode

Terminal change screen

Live update map

Request back to parking spot

Current Amenitites

Leave review of shuttle driver

Leave tip of shuttle driver

Request Manager call back

Contact bus driver due to item being left behind

Access security cameras

Contact customer care

Extend reservation due to change of plans

Report incident

Check on updates regarding incidents

The Solution

After compiling all the data from user research, user survey, and competitive analysis, I determined the proper platform to solve the user’s pain points is through a mobile application

Sitemap/User Flow

Sitemap/User Flow

Sitemap

User Flow

Onboarding

Sign-up/in

Recovery Email

Email Verify

Apple ID Sign-in

Google Sign-in

Number recovery

Allow Notifications

Allow Locations

Add name

Update number

Home

Check-in/out

Membership

Recovery

QR code access

Gate open

Parking spot

Parking lot

Assistance

Parking confirmation

Reserve

Reservation Portal

Flight time input

Arrival options

Departure options

Recommendations

Lot selection

Spot selection

Order review

Edit reservation

Promo/Rewards

Payment

Shuttle

Shuttle pick/drop off

Checklist

Request shuttle

Terminal drop-off

Terminal pick-up

Chat

ETA Map

Shuttle QR code

Review

Tip

Security

Patrol

Live Camera

Reported Incidents

Security incidents

Patrol checkpoints

Live chat

Menu

Reward Status

Profile

Payment

Vehicles

Help

Messages

Invoices

Profile picture

Legal

Privacy policy

Q&A section

Design System

consistency throughout my designs to ensure high-quality UI/UX designs

Colors

Text

Buttons

Fields

Colors

Neutrals, Primary, Secondary, Error, Success

50

#f6f7f9

AA 4.64

AA 5.58

100

#edeef1

AA 4.62

200

#d7dae0

AA 5.10

300

#b3b9c6

AA 6.47

400

#8a94a6

500

#667085

AA 4.97

#565e73

600

AA 6.47

AAA

700

#464c5e

AAA

800

#3d424f

AAA

900

#363a44

AAA

950

#24262d

AA 5.73

50

#edf6ff

AA 5.1

100

#d7eaff

AA 5.86

200

#b9dcff

AA 4.64

300

#88c7ff

AA 5.81

400

#50a8ff

3.63

500

#2883ff

AA 4.52

600

#206cff

AAA

700

#0a4beb

AAA

800

#0f3dbe

AAA

900

#133995

AAA

950

#11245a

AA 6.34

50

#fffee7

AA 6.19

100

#fffdc1

AA 5.79

200

#fff686

AA 5.23

300

#ffe941

AA 4.65

400

#ffd80d

AA 5.34

500

#ffc800

AA 5.30

600

#d19200

AA 4.56

700

#a66802

AAA

800

#89510a

AAA

900

#74420f

AAA

950

#442204

AA 5.91

50

#fef2f2

AA 5.53

100

#fee2e2

AA 5.74

200

#fecaca

AA 5.28

300

#fca5a5

AA 5.84

400

#f87171

AA 4.55

500

#ef4444

AA 4.83

600

#dc2626

AA 6.47

700

#b91c1c

AAA

800

#991b1b

AAA

900

#7f1d1d

AAA

950

#450a0a

AA 5.66

50

#effef7

AA 5.44

100

#dafeef

AA 4.98

200

#b8fadd

AA 6.01

300

#81f4c3

AA 4.97

400

#43e5a0

AA 6.98

500

#1acd81

AA 4.77

600

#0fa968

AA 4.66

700

#108554

AA 6.7

800

#126945

AAA

900

#11563a

AAA

950

#03301f

Full Design System in Figma Link

High-Fidelity Prototypes

They are 175 prototypes, divided into six sections: Home, Shuttle, Reserve, Security, Menu and Onboarding

High-Fidelity Prototypes

User Testing

User Testing was conducted by a Senior Software Engineer, Junior Software Engineer, and UX Designer who currently work at T-Mobile, Salesforce & Centerpoint Energy

User Testing

1

2

3

4

Final Comments

Better Hierarchy on what is selected

UX Researcher

Proper use of brand color

Junior Developer

Section icons are more distinctive that the…

Senior Developer

Adding price of the section is a good UX…

UX Researcher

First Comment

Over clutter in Section boxes, need to…

Senior Developer

Icons are too large and are not clear on…

Junior Developer

What is the difference between yellow…

UX Researcher

The parking section letter is too small…

UX Researcher

Beta Designs

I create more features/ideas that can support the business goal and improve the user experience:

1

2

3

4

5

6

Valet Services

Conclusion

With an average of $3 million per year loss, Internal stakeholders expects a 3-year plan to regain half of the market revenue back from ride-sharing competitors such as Uber and Lyft

Hypothetical Business Goal

Flylink

An off-site airport parking app that will revolutionize the non-aeronautical business

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