BA PA
The British Airways Personal Assistant
Helping passengers flying during the Covid-19 pandemic feel safer and more prepared for their journey.
The problem
The COVID-19 pandemic led to increased Government regulations and heightened concerns about personal safety, especially in airports where people congregate from all over the world.
Business motivation
As one of the world’s leading airlines, British Airways has the responsibility to instill trust in their customers and ensure that their passengers feel safe at every stage of their journey.
A shift in the global health climate calls for a shift in industry to better adapt to their customers’ evolving needs.
How can we make sure our customers are reassured and confident that they can make informed decisions and travel safely throughout their journey, from planning to post flight?
Methodology
Interview
7 participants | 18-26 yrs old | 4 male, 3 female
We spoke with people who had experience flying during the pandemic get to learn about their overall attitudes, experiences and concerns about flying during this time.
Survey
70 participants | 18-70 yrs old | 23 male, 47 female
We realized that the interview participants were all from a similar age group, so we decided to circulate a survey inquiring about flying experiences during covid to capture the attitudes and beliefs of a broader range of participants.
Journey Mapping
12 participants | 18-88 yrs old | 5 male, 7 female
Participants who had not flown during the pandemic were asked to describe their expectations of flying during COVID at each stage of the experience, from planning, to within the airport, to post-flight.
Diary Study
1 participant | 23 yrs old | 1 female
During the project, I travelled via plane. We took this opportunity to get the latest information about the pandemic travel experience. My experience was recorded through photos and excerpts, with focus placed on points where I felt unsure or lost as a passenger.