Summary of Information Technology Application:

AirCare is an application that will allow you to check in within seconds at your designated
airport. It will take care of all your booking needs. By using customer reviews and online
databases, it will simultaneously find the cheapest flights, best airlines, and hotels for wherever
you are traveling in a blink of an eye. This app will also function as an all in one check in at the
airport-all you have to do is sign into your account, confirm your flight, and youre set to go.
Additionally, navigating around new airports is difficult, which is why AirCare will provide a
mapping system that will direct you towards your ultimate destination.
Summary of Interviews:
ISSUES: From the interviews, we have learned that there are many inconveniences while
traveling. Prior to vacations, travelers are consistently concerned with the overwhelming amount
of work when booking flights, hotels and travel spots (Louie-Travel Agent). Issues at the airport
also become evident when people arrive to check in, send their luggage and go through security
check. Susan Goodspeed- a Passenger Experience Program Manager- stated that wayfinding
through an airport was one of the biggest issues that had yet to be solved. She also mentioned
that directing customers to check-in stations and providing them with information was difficult.
Another issue at the airport is the amount of time it takes time to check each persons passport,
ID and flight ticket (Woods-program officer). Another issue suggested by Sue- a flight attendant
at Asiana Airlines- Customers often forget their flight times and would often have to wait for the
next flight. Also travelers tend to experience flight delays due to natural or technology issues.
SOLVING THE ISSUES: To solve the issues prior to arriving at the airport, travel agent
Carrielyn Louie suggested working with the GDS (Global Distribution System) - a network that
connects travel service providers- to help clients book their vacations. Goodspeed mentioned that
an application to wayfind through airports had yet to be developed. She also mentioned that a
mobile application would be useful to transfer information directly to customers from the travel
agencies themselves. Also, to address the issue of physically checking in at the airport, Siri
Woods- Senior Program Officer at PATH- a non profit organization, and the leader in global
health innovation-suggested having an organized folder and checklist (passport, ticket, etc) of
what you need at the airport electronically on your phone would make the traveling experience
more efficient and less stressful. To solve the issues of flight delays and flight times, Sue
suggested that having notifications via. Email or text messages will keep travelers updated at all
times, thus making traveling more efficient for them.
FINAL THOUGHTS: Based off of our findings through analyzing our interviews, we have
learned that there are a broad spectrum of problems within the travel and airline industries. We
have decided to address two major issues- booking the vacation and improving passenger
experience at the airports.
Interviewer:
Interviewee:
Interview Date:
Objective:

Israel Sixto-Sanchez
Susan Goodspeed
Passenger Experience Program Manager, Airport Operations
Port of Seattle, Seattle-Tacoma International Airport
Wednesday, October 26 , 1: 15PM-1: 35PM
Identify common problems in Airports that could be resolved using an
online or mobile application.
th

Details of Information: When I began my interview with Susan Goodspeed, I started by restating the objective of the interview. She then provided a list of the most common problems the
Seattle-Tacoma Airport faces: Getting through security, wayfinding through the airport, and
getting information to customers. Susan works with passenger experience, she can easily identify
what problems airports continually face. She then continued to add that through her experience,
wayfinding was one of the primary problems she would like to see solved. We then discussed the
strengths of the airport, where she mentioned the biggest strengths were the amount of growth,
front line customer service staff, and translation assistance. From this information it was clear to
see what direction our project would take. We would set aside a few of our initial ideas and focus
on these problems.
Susan also mentioned that the airports technology office was currently working on an
application that would provide directions to terminals and checkpoints within the airport. She
then referred me to the individual responsible for the project and forwarded me his contact
information along with the contact information for the Public Affairs Department. We later
discussed why navigating through airports was so difficult. She stated that most people do not
read signs on their way to checkpoints and with the added pressure of uncertain wait time; most
people rush through and become careless. An important thing to note is the fact that once 9/11
occurred, many Airports had to change the way the airport was oriented so there would be more
checkpoints; consequently, this made navigating through airports a little more difficult. She also
mentioned that making an application that would book everything for consumers would be fairly
difficult but would attract a market that travels frequently.
Individual Conclusion: I learned through this interview that there are many details to work
through when solving something that would seem simple. For example, when creating a
navigation system for the app we would require someone to develop a mapping system that
would be able to track individuals in the airport. It would have to be more detailed than Google
Maps but we would have to make the interface simple and intuitive enough for users to want to
interact with. In terms of developing an app that would automatically find travel packages, it was
easy to see that this could still be an option for our app but that there are more pertinent problems
that we could focus on.
Interviewer:
Vivian Tran
Interviewee:
Carrielyn Louie
Travel Agent at Wish Upon A Star With Us Travel Agency
Interview Date:
Friday, October 28 th, 2016 at 4:25 PM
Objective: My objective was to gain a better understanding of how travel agents help clients
book vacations and what issues occur during this process. I essentially want to use this
information to structure our AirCare app so it acts as a virtual 24/7 traveling agent that can
instantly book your vacation based on your preferences.
Details of Interview: Carrielyn Louie works at the company Wish Upon A Star With Us. Louie
has been working in the Disney traveling agency for over 3 years. There, she assists clients with
booking the best options for their vacation and makes their traveling experiences easier-mainly
focusing on families. During the interview, I asked Louie questions relating to the basic problems
that her clients usually encounter. She says that customers are typically overwhelmed with

booking flights, hotels, and vacations because there are just too many options out there. To make
traveling easier for them, she personally creates their vacation according to their preferences
while taking into account the expenses of the client. Louie mentioned how she works with GDS
(Global Distribution System) network in which helps her with booking services-hotels
reservations or car rentals. This network makes it easier for her to book the best vacation deal for
her clients.
During the interview, we also discussed about how organization is key while working in
the traveling industry. Without it, Louie stated that traveling would simply be impossible.
Organizing flights with the airline industry, transportation with car rental companies, and
hospitality with hotels is key in running a successful travel industry. She also mentioned how
each company must work together as a unified corporation; this allows clients to easily plan their
vacation and have the best traveling experience possible. Teamwork is key.
We also brought up the topic of diversity in the travel agency. Because Louie often works
with clients through the phone, her customers often do not know what race or ethnicity she is.
However, she believes having diversity in any workplace, especially the airline industry, is
necessary when communicating with clients. If the clients are of a different ethnicity, it will be
more efficient for the customers and the travel agent to speak the same language. Louie believes
that having different languages on the AirCare app will promote an international use for the app,
thus allowing success for the application all over the world.
Interview conclusion: Although the interview was a bit short, I learned that a traveling agents
goal is to help their customers feel the most comfortable when booking and flying to their
designated vacation spot. With the help of other programs and network, this is possible. From
this interview, I hope create an app that works with multiple travel agencies such as Wish Upon A
Star, and GDS and make traveling easier for all people. I have also learned that Louies job as a
travel agency is hard work, and that clients will always have specific issues that will be hard to
attend to. Because of this I hope to create a 24/7 customer service line connected to the AirCare
application. I have learned that an application with a vast amount of languages to accommodate
each nation will allow AirCare to be of international use instead of focusing on one nation.
Interviewer: Bethel Zegeye
Interviewee: Siri Woods
Senior Program Officer at PATH
Interview Date: Sunday 10/23/2016 at 4:30pm
Objective: The purpose of this interview is to get the perspective of the user experience. The
woman I interviewed can be potential user of the App. She works for the company PATH which
is a non-profit organization and is an international health organization driving transformative
innovation to save lives. She travels around the world but mostly developing countries and she
teaches women how to prevent from getting transmitted diseases.
Detail of the Interview: During the interview, she had a lot of great ideas that she would like to
see on the App, which would make her traveling so much easier. The first goal we had to make
the airport traveling experience easier was that make the checking in faster. Siri said that if we
have a folder for organizing documents that travelers need, like scanned passport or in her case
she said vaccination papers and many other documents. Because that would help with organizing

the documents and putting it in on the place. And having a checklist of what to bring to the
country will be helpful for this folder. Also the one other thing I learned about traveling is that
different countries have different size of plugs (chargers), so having a feature that gives
information on that. As well as having the exchange rate of the country and converter on the
App. And also links to a language for just the general basic language like greetings. The one
suggestion that I really loved was having travel tip feature that gives notification about
information like things to do and not to do in the country. She also mentioned, for her work she
have gone to countries where there is no electricity, mosquito nets so having a feature on the
Application that would show what to bring specifically to that country and whats allowed to
bring to the airport.
Interview Conclusion: The interview went really good. Siri have suggested a lots of ideas that
are really amazing and I learned a lot of new things about the challenges of traveling. The one
thing I took away was she said I knew Im suggesting lots of ideas however, it would be nice if
you guys can narrow it down. And I completely agree with her because this is a board idea so it
would be more efficient if we can narrow our idea down to one problem.

Interviewer: Tyler Choi

Interviewee: Sue Woori
Flight Attendant at Asiana Airlines
Interview Date: 10/24/2016
Objective: I hope to have a better understanding of passengers experiences at the airport, and
use this to build up the AirCare application. The purpose of this interview was to find out what
stewardess think its inconvenience of airport. For example, check in system for traveler and the
flight time and so forth.
Interview details: I interviewed a woman who works at Asiana airline as a stewardess. She is
my cousins girlfriend so it was easy to contact her and interview. She has been work for about 5
years now. She flies to other countries 2 or 3 times a week (90%).The most conflict that she had
to face were customers. For example, when customer complains about getting more food than
what is provided and request seat change with ridiculous reasons and so forth. Unlike other
airlines, Asiana airline waits for the people who didnt get onto their plane on time if they check
in and get the ticket. Also, in case of people go miss their flight, they wait for that second flight.
My girlfriend who is in Korea has to via when she goes back to Korean after visiting Seattle. Her
flight got delayed due to weather, therefore she didnt make it on time for the second flight so
she had to stay at San Francisco for one day. However, Woori didnt like this system because all
of the people have to wait for that one person.

Interview Conclusion: Through the interview I found amount of the inconvenience that all
other people experienced. However, compacting all those problem and solve it at one app is not
useful. therefore , instead of targeting all of those problem, narrow it down to one specific
problem that we think is important. Also show the difference from other apps that are already
exist. Interviewing people who works at different field definitely helped us to shape our app
more organized.

Interviewer: HyonKyo (Francis) Shin

Interviewee: Anna Choi
International Accountant
Date and Time of the interview: 10/30/2016, 18:00
Objective: Anna Choi is an international accountant who travel to abroad a lot for meeting her
customers all over the world. Definitely, she has many flying experiences so she can tell
her stories as a customer to improve about the airport or traveling in general.
Details of Interview:
A lack of proper toilets for women is uncomfortable and sanitation issues. Toilet use
pattern of women is quite different from men. Breastfeeding room must create and modify such
thing to meet standard. Difficulty carrying heavy bags to load and unload is not only womens
problem but also mens. However, on her personal level, she thinks that women have more
experience inconvenience with it.
Individual Conclusion:
Even though countries and cities in the world are following the international aviation and
facility regulations, all airports and airplanes are their limits. In many ways, lots of
factors such as economic, cultural, political, and social issues influenced the
regulations. The complicated issues can be both stepping stones and obstacles. For
improving the problems, we must take the stepping stones.