Scenario: Airport Customer Relations Management System
A local airport has recently upgraded its infrastructure to be able to accommodate international flights. Airport management is expecting an influx of tourists. To ensure the all-round success of this new endeavour, a heavy emphasis is being placed on keeping visitors to the airport as satisfied with the airport and its amenities as possible. To aid in maintaining good customer relations, the airport has decided to invest in the development of a new Customer Relations Management System, which would be accessible online via kiosks strategically placed around the airport as well as a downloadable mobile application.
The new system is envisioned to offer customers the following:
1. Information: updates on flights, airport amenities and services available at the airport;
2. Navigation capability: GPS navigation to various amenities and boarding gates;
3. Instant connection to medical and ambulatory services for any medical emergency.
You have been awarded the contract for the development of the Airport Customer Relations Management System. At the contract signing, you heard a rumour that one of the executives is known for being indecisive and therefore changes his mind frequently. He is also responsible for ultimately signing the new system into operation, so as far as possible, you will need to accommodate his changes. In the same breath, you have been told that should you deliver this system earlier than anticipated, you will receive a sizable bonus. The one thing, though, that has been constant in all of your communications with the various stakeholders is that due to the size of the investment in the project, there is no room for failure, and the system has to be at the top of its class.Question 3 (Marks: 45)
Assume that the following business rules are in place:
· One passenger can request the location of one and only one amenity at a time.
· It is possible for a passenger to have multiple flights departing from the same airport and, as such, can view multiple flight bookings.
· One passenger can experience multiple medical emergencies and, as such, can request medical assistance multiple times.
6 / 6Q.3.2
Select one functionality offered by the Airport Customer Relationship Management System. Then, propose interfaces for the use of that functionality. Any software can be used to create the interfaces. Include screenshots of the interfaces in your design.
Once you have designed the interfaces, discuss how you addressed the following concepts in your designs:
· Usability
· Visibility
· Affordance
Functionality: GPS navigation to various amenities and boarding gates
Interfaces:
1. Main Navigation Screen:
- A map of the airport with icons representing various amenities (e.g. restrooms, food courts, boarding gates).
- Search bar to input the desired amenity or boarding gate.
- Buttons for "Find My Gate", "Find Nearest Restroom", "Find Nearest Food Court", etc.
2. Amenity Details Screen:
- Detailed information about the selected amenity, including opening hours, services provided, and reviews.
- Option to get directions to the amenity from current location.
- Button to call for assistance if needed.
3. Boarding Gate Navigation Screen:
- A list of upcoming flights with boarding gates and boarding times.
- Option to get directions to the selected boarding gate.
- Alerts for any gate changes or delays.
Usability:
- The interfaces are designed to be intuitive and easy to use for passengers of all ages and technological proficiency levels.
- Clear and simple navigation options ensure that users can easily find the information they need.
Visibility:
- Important features such as search bars, buttons, and alerts are prominently displayed on each screen for easy access.
- Icons and labels are used to clearly indicate different amenities and boarding gates on the airport map.
Affordance:
- Interactive elements like buttons and search bars are designed to visually suggest their functionality, making it clear to users how they can interact with the system.
- The option to call for assistance is easily accessible in case users need immediate help during their navigation.
Overall, the designs prioritize usability by providing clear and intuitive navigation options, ensuring visibility of important features, and utilizing affordances to make it easy for users to interact with the system.