Flytalk: social media to meet the needs of air travelers

Authors:
Kagonya Awori;Emme Clark;Andreia Gonçalves;Troy Effner;Justine Yang;Ian Oakley;Nuno Nunes
Affiliations:
Carnegie Mellon University, Pittsburgh, Pennsylvania, USA & University of Madeira, Funchal, Madeira, Portugal & iHub Research, Kenya;Carnegie Mellon University, Pittsburgh, Pennsylvania, USA & University of Madeira, Funchal, Madeira, Portugal;Carnegie Mellon University, Pittsburgh, Pennsylvania, USA & University of Madeira, Funchal, Madeira, Portugal;Carnegie Mellon University, Pittsburgh, Pennsylvania, USA & University of Madeira, Funchal, Madeira, Portugal;Carnegie Mellon University, Pittsburgh, Pennsylvania, USA & University of Madeira, Funchal, Madeira, Portugal;University of Madeira, Funchal, Madeira, Portugal;University of Madeira, Funchal, Madeira, Portugal
Venue:
CHI '12 Extended Abstracts on Human Factors in Computing Systems
Year:
2012

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Abstract

The aviation industry plays a vital role in supporting economies and connecting people worldwide; it is a cornerstone of modern life. However, user experience of air travel is often marked by frustration, stress and confusion. Indeed, over the last decade, traveler satisfaction with air travel experiences has steadily declined. This paper describes fieldwork in the form of 63 interviews (using a range of user research methods) that aims to understand the needs of air travelers. Key insights from this process are presented and a conceptual system design, based on connecting travelers using existing social media systems, is introduced. Ultimately, this paper argues that applying innovation in social media technology to air travel has the potential to improve user experiences and reduce industry costs, making travelling smoother, cheaper and more satisfying.