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United Airlines
Inflight food and beverage experience

OVERVIEW

Recently, on a domestic United flight, a customer was unable to purchase an inflight beverage (a soda) because the passenger hadn't downloaded the app prior to takeoff. We wanted to address this issue and redesign United's inflight food and beverage experience.

GATE DASH

Overview

• Design Strategy
• Design Research Planning
• Affinity Mapping
• Journey Mapping
• Persona Building
• Prototyping
• Current State Blueprints
• Storyboarding
• Future State Blueprints

SKILL AREA

After research, we learned that the customer is wanting customization with their meal and beverage choices. We also learned that inflight beverage and meal service is a huge work driver, where flight attendants would prefer to focus their available time assisting the guests.

TEAM

Kerstin Larson • Service Design
Brianna Goebel • Service Design
Dagny Palmer • Industrial Design
Ruiging Jiang • Sustainability Design
Shiju Li • Industrial Design

Problem

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Key Research Findings

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Solution