PwC for Adani Group Airports

Aviio P roject

Digital Transformation - Airport Operations & Passenger Experience

𐙚𓏲⋆ ִֶָ ๋𓂃 ⋆ᡣ𐭩

About - a comprehensive digital platform for Adani Group's airports, enhancing operational efficiency and passenger journey.

This project was initiated to revolutionize the complex, multi-stakeholder environment of airport operations. Our core objective was to centralize disparate systems and fragmented communication, leading to significant improvements in real-time decision-making, operational productivity, and overall passenger satisfaction across Adani's airport network.

Timeline

6-8 months

Role

UX Designer
(PwC Consultant - An Intern)

Tools Used

Figma, Adobe XD, Miro
Google Docs, Google Forms
Microsoft Workspace

CURRENTLY, THE PROBLEMS IDENTIFIED

Adani Group's airport operations were hindered by fragmented systems and manual processes, causing:

Airport operations were significantly hindered by fragmented systems and manual communication methods. Before the digital transformation with Aviio, the process for managing airport operations and passenger experience was characterized by:

☑Disparate Systems
☑Communication Gaps
☒Operational Bottlenecks
☒Scalability Challenges
☒Reliance on Manual Processes

CLARIFYING QUESTIONS

Early in the project, key clarifying questions were addressed to define the scope and objective.

To define the project's direction and scope, I focused on clarifying 4 key areas::

Business Goal

Optimize airport operations, enhance passenger satisfaction

Create a scalable digital ecosystem across multiple airports

Drive revenue opportunities.

Target Audience

Airport Operations Staff - Ground handlers, Security personnel, Airline staff, Retail staff (within the airport), Maintenance personnel

Airport Leadership, Passengers

Design Requirements

Develop a robust, intuitive, and highly scalable digital platform accessible across various devices (e.g., web, mobile, kiosks), integrating with diverse existing airport systems.

We want to do exactly?

Improve operational efficiency, enhance real-time decision-making, and elevate the overall passenger journey at Adani Group airports.

In an era demanding swift and accurate supply chain operations, Adani Airports faced significant challenges due to fragmented existing systems. Critical operational areas such as flight operations, baggage handling, security, and retail are hindered by a lack of integration and real-time data flow across various disparate systems.

This led to pervasive issues like operational inefficiencies, communication delays, and ultimately, a negative impact on both staff productivity and overall passenger satisfaction. While airport leadership, staff, and passengers desire a more connected, streamlined, and user-friendly experience, they currently lack a unified, accessible digital ecosystem to achieve these goals effectively.

Thus, the Aviio project aims to conceptualize and develop a robust, intuitive, and highly scalable digital platform, accessible across various devices (e.g., web, mobile, kiosks), integrating with diverse existing airport systems to optimize airport operations, enhance passenger satisfaction, create a scalable digital ecosystem across multiple airports, and drive revenue opportunities.

THE SOLUTION / IDEATIONS

Comprehensive Digital Platform for Airport Transformation

To address the identified challenges, Aviio was conceptualized as a comprehensive digital platform designed to serve as the unifying layer across Adani Airports' diverse operational landscape. Aviio's core functionalities include:

COMCLUSION & IMPACT

Aviio's Transformation: Elevating Airport Operations & Passenger Journeys

REFLECTIONS

✎ ᝰRapid immersion into a complex, unfamiliar industry

i had to quickly acquire deep domain expertise in airport operations and digital transformation, as I initially lacked specific contextual knowledge regarding the intricacies of airport systems, regulatory requirements, and the diverse needs of various stakeholders. This intense learning curve was pivotal, forcing me to internalize unique operational challenges, existing legacy systems, and intricate user journeys to make effective design decisions.

Beyond this, we encountered specific implementation challenges including: Legacy System Integration Complexity in harmonizing data from a multitude of older, disparate systems; achieving Stakeholder Alignment and Change Management across diverse groups accustomed to manual processes; meticulously addressing Data Security and Compliance within stringent regulatory frameworks; ensuring Scalability Across Multiple Airports despite their unique operational nuances; and meeting stringent Real-time Performance Demands crucial for flight operations and passenger information. Each of these required us to develop dedicated strategies, custom solutions, and continuous optimization.

𝄞⨾𓍢ִ໋ Speaking up my learnings!

Throughout this project, I aggressively collaborated with a dedicated team of 6 to 7 people, engaging deeply in user research and accessibility studies to ensure the platform met diverse user needs. This collaborative environment was instrumental in helping me learn extensively about visual hierarchy, information architecture, and other critical design principles, which were fundamental to creating intuitive and effective interfaces for complex airport operations.

☝︎⋆

IBM, 2024

UX Research Challenge ~ Banking for all!

UX Research - Accessibility

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