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Secure and connected travel across India

  • Case Transforming India’s fragmented civil aviation industry into a digitally unified travel experience
  • Client Ministry of Civil Aviation
  • Industry Transportation
  • Year 2017
  • Capabilities Design Research
    Design Education
    Service Design

With India soon to be the third largest aviation market, India’s Ministry of Civil Aviation wanted to enhance the passenger experience while strengthening security at 100+ airports. Designit helped them to understand travelers’ needs in order to develop a connected digital ecosystem to streamline air travel: DigiYatra.

I have to take out my ID at the gate, and then again at the check-in counter. It’s a hassle for me when I’m carrying multiple pieces of luggage. Passenger

Insights

We spent weeks collaborating with stakeholders at the Ministry of Civil Aviation to understand large-scale trends and challenges in Indian aviation today. We worked together to chart the customer journey, from booking to arrival, while researching ways to harness emerging technologies in order to streamline what has been inconsistent, fragmented, or frustrating about air travel in India. We interviewed passengers about their needs, pain points, and expectations and service providers about operational or practical difficulties. From there, we developed a seamless end-to-end solution for a unified flying experience across India.

Solution

We designed a customer-centric digital ecosystem to support a seamless and hassle-free travel experience. Its goal of digitally unified services mitigates the dual challenges of a dramatic rise in air travel and the need for greater security. The scope of services and systems we proposed will ease queues, streamline communication, and enhance safety. Our plan for the connected traveler, including “DigiYatra” ID authentication, is consistent with the government’s Digital India imperative to empower citizens and improve online infrastructure. It will transform the flying experience and position Indian aviation as one of the world’s most innovative.

Soon, your face would be enough to enter airports and board flights. Jayant Sinha, Minister of State for Civil Aviation

Impact

The government gave the DigiYatra initiative the green light, and the biometric-based digital identification system and connected passenger initiative is being rolled out across select airports before it is implemented countrywide.

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