Airport Information System Research Project — Service Design

Conducted service design research on airport gate information confusion and traveler stress. Analyzed academic literature and industry data to identify key issues such as fragmented information systems, cognitive overload, and accessibility barriers affecting infrequent travelers, non-native English speakers, and passengers with disabilities. Developed empathy maps, personas, and journey maps to refine the problem and proposed a Unified Airport Communication System (UACS) to provide consistent real-time information across airport channels.