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Cdg passenger journer

Marc Besnard
Marc Besnard

The document discusses the passenger journey at CDG airport through three passenger profiles: 1) Angelique, a mother traveling with her kids to Greece for a week-long vacation 2) Anne, an 8-year old child traveling to Greece for the first time 3) Frederic, a single business traveler taking a short trip to Germany It then provides recommendations to improve the passenger experience by reducing waiting times, such as mixing check-in and security processes, and improving boarding procedures. Finally, it proposes a mobile app concept to guide passengers through the airport and reduce stress of finding their way.

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The Passenger Journey at CDG airport Audencia Nantes - MS MDC - April 2013 Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille
ANGELIQUE 8h Leasure 10h 11h20 ARRIVAL Mom 42yo 2 kids 11h45 CHECK-IN FLIGHT TIME 11h55 12h30 12h45 SECURITY CHECK Check for: Terminal? Time? FLIGHT CHECKIN TIME GATE Transfer to Terminal Check Flight Time & Check-in desk PIck up a cart Walk to Check-in desk Queue ID BOARDING CARD Check-in Leave cart Walk to Gate group Queue ID Security Check point Customs Passport check Check boarding time & gate DUTY FREE Walk to Gate Shopping + Expectations: Key Motivators - No unexpected event No delay No noise To 鍖nd her way easily No stress for her kids - 13h BOARDING AIRLINE TICKET Luggage Preparation Paris-Santorin (Greece) for 1 week, all inclusive 11h I always got that feeling of forgetting something The children are always playing with the cart, its tiring Security checks are long and stressful for my children Let the holidays begin! Queue BOARDING CARD Boarding ID Take Off
8h ANNE Leasure 10h 11h ARRIVAL FLIGHT Luggage Preparation 11h45 CHECK-IN Child 8yo 1st timer Paris-Santorin (Greece) for 1 week, all inclusive 11h20 Transfer to Terminal TIME 11h55 12h30 SECURITY CHECK FLIGHT Check Flight Time & Check-in desk PIck up a cart Queue ID BOARDING CARD Leave cart Walk to Gate group Check-in Queue ID Security Check point 13h BOARDING CHECKIN Walk to Check-in desk 12h45 Customs Passport check TIME GATE Check boarding time & gate DUTY FREE Shopping Walk to Gate Queue BOARDING CARD ID Boarding + Expectations: Key Motivators - To see the planes - To play, to have fun - Not to carry any luggage - To get some gifts - To share a moment with her family - Cart races are so funny! Airports are boring Policemen are scary Mom bought candies and magazines It was the first time I could see planes from so close Take Off
11h FREDERIC Business CHECK-IN Single 33yo Airline club member Paris-Frankfurt (Germany) for 4 days, business trip 12h 12h10 ARRIVAL FLIGHT TIME 12h30 12h50 SECURITY CHECK BOARDING FLIGHT CHECKIN TIME GATE BOARDING PASS Luggage Preparation Internet Check-In Transfer to Terminal Check Flight Time & Gate group Walk to Gate group Queue ID Security Check point Customs Passport check Check boarding time & gate Walk to Gate Work at Airline lounge Queue + Key Motivators Efficiency No unexpected event No waiting No disturbance To have internet access Private lounge space - I hate packing up, its so long and tiresome I dont like waiting BOARDING CARD Boarding Expectations: - 13h I finally get to chill a bit, check my emails, my calls... ID Take Off
RECOMMENDATIONS WAITING TIME To mix Check-in and Security check: to do everything at once so that we do not have to undergo a stressfull moment twice. Plus it would become easier to act on that particular moment in order to provide a more positive experience. Express Way for business travellers: The 鍖rst thing to do would be to get existing solutions better known and then, to work on a better interoperability between all the services that allow passengers to go faster through the airport (PARAFE...).
RECOMMENDATIONS BOARDING They already have a relatively good time within boarding lounges and gate areas but the very moment when they get on the plane is still problematic: - On the gateway, it is often chilly, windy and sometimes not very stable - The bus is often crowded and passengers do not usually expect that inconvenient extra-step to get on the plane. To entertain the passenger on his/her way onto the plane: - Gateways walls or bus windows could display photos & videos of the destination - Relax, zen music - Red light within these places to provide a comfy, secure feeling
CONCEPT IDEA Goal: To make it easier for the passenger to 鍖nd his/her way through the airport and so reducing the stress related to the waste of time when they try to 鍖nd where to go. A mobile app that would take the passenger by the hand: - Before the trip: - To provide useful information about the destination (Visa, Customs regulations, How to best prepare for Jet lag...) - Linked with a personnal space with a To do list. - Push noti鍖cations about travel planning and any useful info. - Inside the airport: - By using geolocalization services, passengers would get direct and personalized indications on where to go and when. - Useful tips like You should park your car on Parking B - zone X to be closer to your checkin desk, number B43. - When the passenger is not moving or located in a waiting area, they could discover the duty free products and start shopping.

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Cdg passenger journer

  • 1. The Passenger Journey at CDG airport Audencia Nantes - MS MDC - April 2013 Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille
  • 2. ANGELIQUE 8h Leasure 10h 11h20 ARRIVAL Mom 42yo 2 kids 11h45 CHECK-IN FLIGHT TIME 11h55 12h30 12h45 SECURITY CHECK Check for: Terminal? Time? FLIGHT CHECKIN TIME GATE Transfer to Terminal Check Flight Time & Check-in desk PIck up a cart Walk to Check-in desk Queue ID BOARDING CARD Check-in Leave cart Walk to Gate group Queue ID Security Check point Customs Passport check Check boarding time & gate DUTY FREE Walk to Gate Shopping + Expectations: Key Motivators - No unexpected event No delay No noise To 鍖nd her way easily No stress for her kids - 13h BOARDING AIRLINE TICKET Luggage Preparation Paris-Santorin (Greece) for 1 week, all inclusive 11h I always got that feeling of forgetting something The children are always playing with the cart, its tiring Security checks are long and stressful for my children Let the holidays begin! Queue BOARDING CARD Boarding ID Take Off
  • 3. 8h ANNE Leasure 10h 11h ARRIVAL FLIGHT Luggage Preparation 11h45 CHECK-IN Child 8yo 1st timer Paris-Santorin (Greece) for 1 week, all inclusive 11h20 Transfer to Terminal TIME 11h55 12h30 SECURITY CHECK FLIGHT Check Flight Time & Check-in desk PIck up a cart Queue ID BOARDING CARD Leave cart Walk to Gate group Check-in Queue ID Security Check point 13h BOARDING CHECKIN Walk to Check-in desk 12h45 Customs Passport check TIME GATE Check boarding time & gate DUTY FREE Shopping Walk to Gate Queue BOARDING CARD ID Boarding + Expectations: Key Motivators - To see the planes - To play, to have fun - Not to carry any luggage - To get some gifts - To share a moment with her family - Cart races are so funny! Airports are boring Policemen are scary Mom bought candies and magazines It was the first time I could see planes from so close Take Off
  • 4. 11h FREDERIC Business CHECK-IN Single 33yo Airline club member Paris-Frankfurt (Germany) for 4 days, business trip 12h 12h10 ARRIVAL FLIGHT TIME 12h30 12h50 SECURITY CHECK BOARDING FLIGHT CHECKIN TIME GATE BOARDING PASS Luggage Preparation Internet Check-In Transfer to Terminal Check Flight Time & Gate group Walk to Gate group Queue ID Security Check point Customs Passport check Check boarding time & gate Walk to Gate Work at Airline lounge Queue + Key Motivators Efficiency No unexpected event No waiting No disturbance To have internet access Private lounge space - I hate packing up, its so long and tiresome I dont like waiting BOARDING CARD Boarding Expectations: - 13h I finally get to chill a bit, check my emails, my calls... ID Take Off
  • 5. RECOMMENDATIONS WAITING TIME To mix Check-in and Security check: to do everything at once so that we do not have to undergo a stressfull moment twice. Plus it would become easier to act on that particular moment in order to provide a more positive experience. Express Way for business travellers: The 鍖rst thing to do would be to get existing solutions better known and then, to work on a better interoperability between all the services that allow passengers to go faster through the airport (PARAFE...).
  • 6. RECOMMENDATIONS BOARDING They already have a relatively good time within boarding lounges and gate areas but the very moment when they get on the plane is still problematic: - On the gateway, it is often chilly, windy and sometimes not very stable - The bus is often crowded and passengers do not usually expect that inconvenient extra-step to get on the plane. To entertain the passenger on his/her way onto the plane: - Gateways walls or bus windows could display photos & videos of the destination - Relax, zen music - Red light within these places to provide a comfy, secure feeling
  • 7. CONCEPT IDEA Goal: To make it easier for the passenger to 鍖nd his/her way through the airport and so reducing the stress related to the waste of time when they try to 鍖nd where to go. A mobile app that would take the passenger by the hand: - Before the trip: - To provide useful information about the destination (Visa, Customs regulations, How to best prepare for Jet lag...) - Linked with a personnal space with a To do list. - Push noti鍖cations about travel planning and any useful info. - Inside the airport: - By using geolocalization services, passengers would get direct and personalized indications on where to go and when. - Useful tips like You should park your car on Parking B - zone X to be closer to your checkin desk, number B43. - When the passenger is not moving or located in a waiting area, they could discover the duty free products and start shopping.