Work 

Inter-terminal bus solution for ANA Airlines Japan

Client of Tigerspike - Japan

May - June 2015

All Nippon Airways operates a dedicated inter-terminal bus service for their customers at Haneda airport in Tokyo, Japan. The project scope was to create a technology solution to replace manual tasks by ground staff and bus drivers that explained to passengers how to use the service and which stops should be used for which gates. The airline also wanted to provide advertisers a platform within the bus for ads. Some of the major challenges included providing a solution which worked for the full bus fleet (in multiple languages for international passengers) and that it must be free from wireless technology as the bus service crosses the runway when travelling around the terminal.

View of the Driver Application on runway, image credit youtube

Who/what

In the project I worked with a Technical Lead in Melbourne who developed the driver application and the Design Director in Sydney who provided guidance on the video/content design and turned wireframes into high fidelity design assets for development. I also worked with voice and translation talents for the passenger facing content.

Pasanger View

Project Methodology

To plan the content and user journey of the passenger and bus driver I observed existing behaviour by catching the bus around the terminal, interviewing staff and reviewed existing materials. We then designed a sample of the content for the different stages and mapped the interactions of the bus driver application to this and created a wireframe of the application. This was then stress tested it in a simulated environment. Following approval of the client for the planned passenger content and bus driver application, as a team we turned these into a solution which was deployed to one bus for a full scale test. This involved coordinating with the voice actors and translators for the different languages and merging content into videos. Following the successful test and technical architecture for the advertising platform we deployed the solution to the full fleet.


Pasanger View

Impact/Outcome

In a short time we were able to reduce the manual overheads of ground staff and improve consistency and reliability of the information to passengers using the transfer service. We were also able to provide the client a revenue generating platform for advertising on the bus. This was also one of Tigerspikes first clients in Japan and the success of the project enabled further work with ANA and supported as a case study/reference for future work.



Hayden Testing Application

Deliverables

Phase 1 ( Research)

  • User journey map
  • Content plan
  • User testing plan and results
  • Bus driver application wireframes
  • Bus driver application (by engineering lead)
  • 12*Videos for in-bus displays (with Art Director
  • Technical support/management document (with Engineering lead)

Image Credit: Bus Application Photo from https://www.youtube.com/watch?v=IQmGe3gHMao