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Air France

  • Client Air France
  • Role UX, UI

Air France wants to enhance its clients’ floor experience via a mobile app to find its way in its airports’ terminals.

Goals & stakes

  1. Enhance its clients’ floor experience conceiving a mobile app
  2. Study its professional and individual passengers’ usages and behaviours
  3. Find the best solution to offset the terminals’ defective signage


ÉEthnographic study traveller-oriented: study conducted in 5 days, within 3 airoports by an anthropologist, a photographer and an ethnologist

Ground crew interviewes

Co-conception and ideation workshops

Strategic recommendations about the app’s viability

In numbers

  • 5 days of study

  • 3 airoports

  • 45 ground crew interviewes

  • 350 photos

  • 4 hours of films

Conception & deliverables

The studies conducted nearby the ground crew and the passengers allowed us to highlight this app’s mismatch with the travellers’ real usages.

Most of them are strangers transiting without connexion, or families carrying many luggages. The only profiles identified as using their smartphones and the app are professionals. Those ones already know quite well the terminals thanks to their frequent passage through them. Therefore, they don’t need such a device.

Our recommendation was then mostly based on the signage enhancing instead of an app’s development which wouldn’t meet the passengers usages.