Travelling in an airplane is already very tiring and stressful. Adding to it is the long and boring layovers at the airports. Moreover, there are no comfortable ways to spend time at the airports, especially visible at the layover section of the HEL airport, which hasn’t been able to provide all of its customers with a comfortable and a relaxed environment without charging a fee for it.
Our solution, “Home in HEL” lets the passenger experience a home-like environment where they are able to spend time comfortably and “Feel the Finnish” way of living during their layover. By surrounding them with the Finnish culture, the passengers will not only experience Finnish culture in a comfortable and stress free environment, but would have an opportunity to live like a Finn in their own homes by purchasing our partner companies’ products which they are currently experiencing. Once purchased, their order would be delivered to their door so as to reduce the hassle of carrying around the purchased products.
Finally, our solution would enable the design companies to rent these spaces to showcase and sell their products with a small convenience fee charged by Finavia. Passengers experience the Finnish culture in a comfortable and a stress free environment, where they can happily spend time (and money).
Whole process was based on Double diamond approach. Overview of the process is given below.
Literature: Studied Finavia’s internal documents Gathered information from online travel blogs and website
On-Site visit Notes from Finavia excursion
Interviews Interview 1: A young Japanese individual (Between 25 to 28-year-old) How do Japanese people plan their trip (in general)?
Context Young adults (< 35) Old (40+) Book trips Internet / travel websites Newspaper advertisement for offers / approach a travel agent Group / Individual Prefer Individual or travel with the partner; Wouldn’t mind a family trip Prefer group travel with who they know or don’t know
How do Japanese people spend time at the airport? Roam around airport to first find something to eat (Stressed on it) Then find a place to shop If time permits, will spend time reading a book. How long is an optimal layover according to you (in general)? Optimal time without leaving airport: 2 Hours Would be irritated and would like to go outside the airport Spontaneously gave an example of guided tour at the Singapore airport It was really cool to spend time sightseeing rather than sitting at the airport Didn’t worry about missing flight since it’s was tour company’s responsibility to drop off at the airport well within departure time
We used previous phase (research) as a starting point. Then we shared group individual’s worst and best experiences at the airports. From these, we wrote down the problems in airport in general, and in Helsinki-Vantaa. After this, we had 5 mins for each to put one need/customer need on each post it and stick it on the wall, and we arranged them to an affinity diagram to group the needs and categories them.
We talked about the best airports, and came to to conclusion, that especially Singapore and Dublin are doing a great job. Therefore we benchmarked our ideas on what they are doing.
Brainstorming round: A ton of ideas ranging from practical to high-flying ideas, from where we were able to narrow down to some viable ideas. 3 top ideas: Home in HEL concept Bringing nature indoor by having an eco-friendly airport concept Robot butler “Homie” concept
To narrow down our ideas further, we made our persona based on one simple question; Where would the large portion of the traffic coming from in 2025? We found in the Finavia’s future expansion goals that there would be an estimated 8 Million more passengers travelling through HEL by 2025.
Finland’s estimated population in 2025 is forecasted at 5.7 Million  from 5.51 Million in 2018 , which clearly points out that most of the 8 Million passengers would be the foreign travellers (mainly Asian travellers) who choose HEL as the transit hub.
Therefore, we concentrated on layover passengers. You can see our more detailed persona of a Japanese couple from the appendixes. (Link in "Try it out")
Selecting the concept
Criteria: Does it reduce stress of the user? Does it show our culture? Is it a unique selling point? Will it generate income?
Concept selection matrix
Home in HEL Reduce Stress 4 Culture 5 Unique 3 Generate income 4 Total 16
Nature indoor Reduce Stress 3 Culture 4 Unique 2 Generate income 2 Total 11
Butler Concept Reduce Stress 5 Culture 1 Unique 2 Generate income 4 Total 12
Grading Point: 0 - 5 (0 - Doesn’t Satisfy, 5 - Extremely satisfied)
Customer Journey map
In the appendixes
Working on the selected Concept
We pitched the idea with a coach, received the feedback Iterated the idea based on the feedback We pitched the idea again, this time with Finavia’s personnel
As new technologies emerge to the market, we can include them to our concept if they can support it.
Challenges we ran into
We had too many good ideas, and we can't have it all. We were able to combine some of the ideas, though. We also had some logistic problems with our library idea, but came over it with defining the idea.
What we learned
New things about airports and air travel. To use design processes to define ideas, and that all good sounding ideas might not be viable.
In the appendixes.