Airport Quiz

Online quiz for a German airport

2021

QuizCover

Roles

UX/UI Designer
Graphic Designer

Tools

Adobe XD
Adobe Photoshop

Background

Düsseldorf Airport is the international airport of Düsseldorf, the capital of the German state of North Rhine-Westphalia.

👉 4th largest airport in Germany

👉 7.9M passenger volume in 2021

👉 25.5M passenger volume in 2019

Problem

✈ Despite being the 4th largest airport in Germany, due to the COVID pandemic, passenger volume in 2021 was 7.9 million, three times less than in 2019.

💡 In order to improve passenger satisfaction with the airport's services, as well as shops and dining establishments, the airport decided to develop a small quiz game so that passengers could win a shopping voucher or a discount on flights from a specific carrier.

Constraints

🟥 The project was developed during the COVID + Easter holidays, so the German side had only 8 hours a week for communication and feedback.

🟥 Because of the difference in language, a third party was brought in to communicate and test the product.

🟥 The inability to observe product testing directly at the airport.

Research

I started my research with a competitor analysis. I needed to examine strategies and identify common functional and usability features in the online quizzes.

Through user surveys, I determined how familiar the target audience was with the airport amenities and what their main concerns were in order to prioritize accordingly.

Finally, one-on-one interviews helped uncover the user journey and identify pain points.

Some of the questions that I asked:

❓ How frequently do you travel by air?

❓ How familiar are you with the facilities, services, and procedures at airports, especially in Germany?

❓ How likely are you to play a web quiz that tests your knowledge of airports and travel-related topics?

❓ What types of quiz questions do you enjoy and dislike the most, and why?

❓ What rewards would motivate you to play the airport web quiz?

❓ Do you know how to scan a QR code, if not, would you like to learn?

Findings

👉 Most travelers or airport users prefer visually appealing games that are easy to understand.

👉 Users do not like "fill-in-the-blank" type questions.

👉 The quiz should be accessible and compatible with a variety of devices and browsers.

👉 The target audience for the airport web quiz is diverse in age, gender, education, and occupation.

👉 Therefore, the quiz should be designed to meet the needs and preferences of different user segments and provide a personalized experience.

Developing Empathy

To ensure inclusivity for a broad audience (any visitor to an international airport), I created two personas by analyzing quantitative and qualitative data from surveys and interviews.

I also incorporated official demographic data to ensure accuracy. These personas served as helpful guides and facilitated the design decision-making process.

👩‍🦱 Passengers who are about 20 years of age or older.

🆎 Mostly German-speakers, because the game was launched when the airport had just opened after the COVID quarantine.

🔎 Can use a smartphone to scan the QR code and join the game.

😫 Tired of waiting for their flight.

🎮 Don't mind participating in games and quizzes.

Emma is a 25-year-old barista who frequently travels for both personal and professional reasons. She is fluent in English and primarily uses her iPhone 12 to access airport information and entertainment options. Emma's travel schedule is often unpredictable, leading to long layovers and wait times at airports. She values her time and strives to make the most out of her airport experience.

"I want to make the most of my time at the airport, whether it's finding a new coffee shop or a fun activity to pass the time."

Name: Emma
Age: 25
Device: iPhone 12
Occupation: Barista
Languages: English

Name: Emma
Age: 25
Device: iPhone 12
Occupation: Barista
Languages: English

Name: Emma
Age: 25
Device: iPhone 12
Occupation: Barista
Languages: English

Goals:

  1. To find ways to pass time during long layovers.

  2. To discover new food and beverage options.

  3. To have a stress-free and enjoyable airport experience.

Goals:

  1. To find ways to pass time during long layovers.

  2. To discover new food and beverage options.

  3. To have a stress-free and enjoyable airport experience.

Goals:

  1. To find ways to pass time during long layovers.

  2. To discover new food and beverage options.

  3. To have a stress-free and enjoyable airport experience.

Needs:

  1. Comfortable seating areas to rest during long wait times.

  2. Access to a variety of food and beverage options.

  3. Entertainment or activities to pass time during long layovers.

Needs:

  1. Comfortable seating areas to rest during long wait times.

  2. Access to a variety of food and beverage options.

  3. Entertainment or activities to pass time during long layovers.

Needs:

  1. Comfortable seating areas to rest during long wait times.

  2. Access to a variety of food and beverage options.

  3. Entertainment or activities to pass time during long layovers.

Frustrations:

  1. Long wait times.

  2. Lack of comfortable seating.

  3. Limited food and beverage options.

  4. No access to entertainment or activities.

Frustrations:

  1. Long wait times.

  2. Lack of comfortable seating.

  3. Limited food and beverage options.

  4. No access to entertainment or activities.

Frustrations:

  1. Long wait times.

  2. Lack of comfortable seating.

  3. Limited food and beverage options.

  4. No access to entertainment or activities.

Stefan is a 67-year-old retired individual who frequently travels to visit family and friends. He primarily speaks German and uses a computer to access airport information. Stefan often finds navigating through airports to be stressful and overwhelming due to high levels of noise and commotion, as well as difficulty reading small print on electronic screens. He is also somewhat distrustful of modern technology, preferring more traditional methods of communication and information access.

"I just want to be able to navigate the airport easily and have a peaceful experience. Technology is great, but it can be overwhelming at times."

Name: Stefan
Age: 67
Device: Jitterbug Smart3
Occupation: Retired
Languages: German

Name: Stefan
Age: 67
Device: Jitterbug Smart3
Occupation: Retired
Languages: German

Name: Stefan
Age: 67
Device: Jitterbug Smart3
Occupation: Retired
Languages: German

Goals:

  1. To have a stress-free and comfortable airport experience.

  2. To easily navigate the airport and find necessary amenities.

  3. To stay up-to-date on any potential flight changes or delays.

Goals:

  1. To have a stress-free and comfortable airport experience.

  2. To easily navigate the airport and find necessary amenities.

  3. To stay up-to-date on any potential flight changes or delays.

Goals:

  1. To have a stress-free and comfortable airport experience.

  2. To easily navigate the airport and find necessary amenities.

  3. To stay up-to-date on any potential flight changes or delays.

Needs:

  1. Access to large print or easily readable electronic screens.

  2. Ample seating options that are comfortable and accessible.

  3. A quiet and peaceful environment to reduce stress and anxiety.

Needs:

  1. Access to large print or easily readable electronic screens.

  2. Ample seating options that are comfortable and accessible.

  3. A quiet and peaceful environment to reduce stress and anxiety.

Needs:

  1. Access to large print or easily readable electronic screens.

  2. Ample seating options that are comfortable and accessible.

  3. A quiet and peaceful environment to reduce stress and anxiety.

Frustrations:

  1. Difficulty reading the small print on electronic screens.

  2. Limited seating options.

  3. High levels of noise and commotion in the waiting areas.

  4. Somewhat distrustful of modern technology.

Frustrations:

  1. Difficulty reading the small print on electronic screens.

  2. Limited seating options.

  3. High levels of noise and commotion in the waiting areas.

  4. Somewhat distrustful of modern technology.

Frustrations:

  1. Difficulty reading the small print on electronic screens.

  2. Limited seating options.

  3. High levels of noise and commotion in the waiting areas.

  4. Somewhat distrustful of modern technology.

HMV (How might we?)

❔ Increase passenger engagement and awareness of the airport facilities and establishments.

✅ Idea: Broadcast the game on TV screens, so that those who do not have the opportunity or desire to play themselves can watch the quiz.

❔ Increase passenger engagement and awareness of the airport facilities and establishments.

✅ Idea: Broadcast the game on TV screens, so that those who do not have the opportunity or desire to play themselves can watch the quiz.

❔ Relieve the waiting area at the airport, and increase the profits of establishments.

✅ Idea: Attract passengers with prizes, offer discounts or vouchers for airport facilities as a prize.

❔ Relieve the waiting area at the airport, and increase the profits of establishments.

✅ Idea: Attract passengers with prizes, offer discounts or vouchers for airport facilities as a prize.

❔ Increase the number of people who can participate in the game.

✅ Idea: Make multiplayer and single mode, and make no more than 5 questions in one round of the game.

❔ Increase the number of people who can participate in the game.

✅ Idea: Make multiplayer and single mode, and make no more than 5 questions in one round of the game.

❔ Ensure the participation of users who don't know how to scan the QR code.

✅ Idea: Provide a screen with instructions on how to join the game. Instructions will help people who are not very confident with technology to better understand how to join the game.

❔ Ensure the participation of users who don't know how to scan the QR code.

✅ Idea: Provide a screen with instructions on how to join the game. Instructions will help people who are not very confident with technology to better understand how to join the game.

Testing Results

👉 If the user finishes the quiz earlier than others, there are no clear instructions on what to do.

✅ Add a waiting screen that disappears after each participant finishes the quiz.

👉 If the user was distracted during the game and didn't follow the process, there are no clear indicators of what was missed.

✅ Add a Toast element to determine that the time for the current round/question has expired if the user has not yet answered.

❌ No need for the PREV button in the quiz, because the time has expired.

👉 Also, the incognito and username-entry design options have been tested and not approved.

🟨 If the user finishes the quiz earlier than others, there are no clear instructions on what to do.

✅ Add a waiting screen that disappears after each participant finishes the quiz.

🟨 If the user was distracted during the game and didn't follow the process, there are no clear indicators of what was missed.

✅ Add a Toast element to determine that the time for the current round/question has expired if the user has not yet answered.

❌ No need for the PREV button in the quiz, because the time has expired.

🟨 Developed two versions of the game: with incognito mode and without. The version with incognito mode allowed not to broadcast the game on TV.

✅ Incognito mode did not meet the advertising objectives.

❌ Get rid of incognito mode.

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