Lakshita Jaiswal

Scope

Effortless Navigation | Seamless Travel |

Enhanced Passenger Experience

Effortless Navigation | Seamless

Travel |Enhanced Passenger

Experience

Tools

Figma | Figjam

Year

2023

Timeline

4 Weeks

Feature Addition & Revamp Interface

DIGIYATRA 2.0

( SERVICE & EXPERIENCE DESIGN ) • 6 mins read

Anybody who travels by airplane

TARGET AUDIENCE

User Research | Interaction Design | Service Design.

SKILL

See full project

Airports are bustling, chaotic, and often frustrating. Whether you're a solo traveler racing against time, a student navigating their first flight, or a family juggling kids and luggage

THE PROBLEM

*This project was completed in July 2023, while DigiYatra was officially launched on

December 1, 2022 at only three airports: New Delhi, Varanasi, and Bengaluru. .*

*This project was completed in July 2023, while DigiYatra

was officially launched on

December 1, 2022 at only three airports:

New Delhi, Varanasi, and Bengaluru. .*

But what if this could change?

The airport journey is filled with long waits, confusing navigation, and repeated document checks.

OVERVIEW

Driven by extensive research and real passenger insights, I reimagined DigiYatra, the government initiative, to enhance the travel experience from entry to exit. This redesign focuses on reducing wait times, minimizing manual document checks, and providing real-time information. With biometric authentication, live updates, interactive maps, and instant assistance, travelers experience a smoother, hassle-free journey, ensuring efficiency at every touchpoint.

Time

Convenience

Manual Checking

of IDs at multiple checkpoints

Long Queue

My focus

Skip to solution

(Turbulence Before Takeoff)

(Competitive Analysis)

RESEARCH

Detailed research

Features

Digi Yatra

Lounge Buddy

Clear

Flio

Changi

Biometric Identification

Terminal Map

Real time Information

Luggage Tracking

Customer Service

Airport General Information

Features

Digi Yatra

Lounge Buddy

Clear

Flio

Changi

Biometric Identification

Terminal Map

Real time Information

Luggage Tracking

Customer Service

Airport General Information

OBSERVATIONS

To gain deep insights, I conducted 55 surveys and 15 interviews, uncovering key passenger pain points at airport.

For a deeper understanding of traveler behaviors and pain points, I created User Personas, Customer Journey Maps, and Empathy Maps, which can be explored in detail through the link below. Here, I am showcasing only the User Segmentation, highlighting key traveler groups based on their needs, challenges, and expectations at airports.

To gain deep insights, I conducted 55 surveys and 15 interviews, uncovering key passenger pain points at airport.

There should be a Streamlined security processes, such as biometric scanning or iris scan to reduce wait times and improve security. Though Digi yatra is a good initiative it doesn’t work most of the times

Have to show documents again and again at the checkpoints and there is no live update about flight timings and gate change etc

More help desks and assistants to guide you if you are a first time traveller or an aged person

89.1%

54.5%

35.5%

Feel the need of real time information about flights

People feel long waiting time is an issue

People feel Navigating through a unknow airport is a task

(Insights)

(Primary Research)

Deep dive

Link to survey

Have to show documents again and again at the checkpoints and there is no live update about flight timings and gate change etc

More help desks and assistants to guide you if you are a first time traveller or an aged person

89.1%

54.5%

35.5%

Feel the need of real time information about flights

People feel long waiting time is an issue

People feel Navigating through a unknow airport is a task

(Insights)

(User Segmentation)

Frequent Flyer

First Time Flyer

Occasional Flyer

Frequent Flyer

First Time Flyer

Occasional Flyer

(Airport Chaos)

PAIN POINTS

Lack of Prior Information

Time Constraints

Navigational Challenges

Security Concerns

Gate & Terminal Changes

Mishandling of Luggage

Lack of Assistance

Government ID Handling

Overweight Luggage Woes

Counter Closures

Lounge & Food Mapping

Language Barriers

Information Overload

Senior Citizen Challenges

Silent Airport Issues

Long Waiting Hours

Lack of Safe Bag Stations

Unreliable Information

Finding Facilities

Lengthy Immigration Process

(From Frustration to Flow)

TOUCHPOINTS OF TROUBLE

PRE-ARRIVAL STAGE

ENTRY CHECKPOINTS

WAYFINDING & NAVIGATION

HELP & ASSISTANCE

SECURITY CHECKING

LUGGAGE HANDELLING

AMENITIES & INFORMATION

- Create a mobile app enabling passengers to log in and upload essential credentials, such as identification documents and a selfie for biometric verification.

- Set up airport entrance kiosks to issue passengers a biometric entry card for streamlined scanning at multiple checkpoints.

-Skip lines by using E-gates; your face acts as the boarding pass through biometric scanning at entry checkpoints.

-Create clear red and yellow floor lines for easy airport navigation.

-Collaborate with authorities and airlines for AR-assisted screens and mobile app maps to guide passengers to gates, amenities, and baggage claim.

-Enhance the travel experience by providing passenger assistance and information services through the mobile app.

-Enhance screening with Smith’s Detection's HI-SCAN 6040 CTiX advanced security scanners, enabling passengers to retain laptops and liquids in bags, improving efficiency without compromising safety.

-Use of biometric to skip long queues

-Improve the passenger experience by offering details about airport amenities via the mobile app.

-Implement RFID and GPS tech for real-time tracking of checked baggage.

-Passengers can use the airport app to get continuous updates on their luggage's whereabouts.

-Self-checkin Kiosk

(Reimagining the Airport Experience)

SOLUTION

DigiYatra is a government-led initiative aimed at making air travel seamless and paperless through facial recognition technology. By linking a passenger’s biometrics with their flight details, the system enables faster check-ins, security clearances, and boarding, reducing dependency on physical documents. The goal is to enhance efficiency, minimize wait times, and provide a hassle-free airport experience.

However, despite its promise, the current system faces adoption challenges, technical limitations, and a lack of real-time guidance. To ensure its success and scalability, a feature addition and revamp are essential for future expansion.

Paperless

Seamless

Hassle-Free Experience

(Imagine an airport where)

Biometric Verification gets you through security in seconds.

Real-time Updates keep you informed of gate changes, delays and live-status information .

Interactive Terminal Maps ensure you never feel lost.

Instant Help & Assistance are available at a tap.

Baggage Tracking notifies you the moment your luggage arrives.

SETBACKS & CHALLENGES

(Turbulence Ahead)

Adoption Struggles

Lack of Real-Time Guidance

Hello

Inefficient Information Exchange

Adoption Struggles

Lack of Real-Time Guidance

Hello

Inefficient Information Exchange

PASSENGER JOURNEY AT THE AIRPORT

(From Chaos to Convenience)

INFORMATION FLOW

(Seamless Exchange)

(Drag)

Explore ideation

(Drag)

EXISTING DIGIYATRA UI

(Looks Easy, Feels Tricky)

DIGIYATRA, UPGRADED!

(Looks Easy, Feels Tricky)

General & Live-status information

Splash Screen

Biometric Verification

Terminal Map

Real time information & updates

Help & Assistance

Track Baggage

Secure your journey with biometric authentication, enabling hassle-free airport checks, ensuring swift, reliable identification, and seamless travel experiences through e-gate in no time.

Navigate airports efficiently using interactive maps with AR view, guiding you to gates, amenities, and services, providing a user-friendly wayfinding experience within the terminal.

Get detailed live-status information on flights, amenities, and airport services, offering comprehensive data to aid in making informed travel decisions.

Stay informed with live updates, ensuring immediate access to flight schedules, gate changes, and real-time information, keeping you on track effortlessly.

Access support instantly, providing help and assistance at your fingertips, addressing queries and concerns, ensuring a smooth and trouble-free travel experience.

Easily monitor your baggage location, ensuring peace of mind by tracking your luggage's real-time status, enhancing convenience. Receive instant notifications when your luggage reaches the belt, minimizing wait time and travel stress.

General & Live-status information

Splash Screen

Biometric Verification

Terminal Map

Real time information & updates

Help & Assistance

Track Baggage

Secure your journey with biometric authentication, enabling hassle-free airport checks, ensuring swift, reliable identification, and seamless travel experiences through e-gate in no time.

Navigate airports efficiently using interactive maps with AR view, guiding you to gates, amenities, and services, providing a user-friendly wayfinding experience within the terminal.

Get detailed live-status information on flights, amenities, and airport services, offering comprehensive data to aid in making informed travel decisions.

Stay informed with live updates, ensuring immediate access to flight schedules, gate changes, and real-time information, keeping you on track effortlessly.

Access support instantly, providing help and assistance at your fingertips, addressing queries and concerns, ensuring a smooth and trouble-free travel experience.

General & Live-status information

Splash Screen

Biometric Verification

Terminal Map

Real time information & updates

Help & Assistance

Track Baggage

Secure your journey with biometric authentication, enabling hassle-free airport checks, ensuring swift, reliable identification, and seamless travel experiences through e-gate in no time.

Navigate airports efficiently using interactive maps with AR view, guiding you to gates, amenities, and services, providing a user-friendly wayfinding experience within the terminal.

Get detailed live-status information on flights, amenities, and airport services, offering comprehensive data to aid in making informed travel decisions.

Stay informed with live updates, ensuring immediate access to flight schedules, gate changes, and real-time information, keeping you on track effortlessly.

Access support instantly, providing help and assistance at your fingertips, addressing queries and concerns, ensuring a smooth and trouble-free travel experience.

To begin, kindly enter your mobile number for login or sign-up. Upon submission, an OTP will be sent for verification to ensure secure and authenticated access to the app.

Onboarding & Login Screen

9:41

Sign-In

9:41

Enter OTP

An 4 digit code has been sent to

+91 9995380399

Resend OTP

verify

OTP Verification

9:41

Upload Boarding Pass

Welcome to Digi Yatra. Please securely upload your boarding pass for swift and secure access to airport e-gates.

9:41

Upload Aadhaar Card

To proceed, ensure to upload a valid government-issued ID, such as an Aadhar card, for identity verification and biometric recognition.

Upload Aadhaar Card

To proceed, ensure to upload a valid government-issued ID, such as an Aadhar card, for identity verification and biometric recognition.

9:41

Upload a Selfie

Capture a clear selfie to link your face with the uploaded boarding pass, ensuring smooth and secure entry through the airport's e-gates.

Tutorial: Informing users about the system and how does it work through simple step illustrations.

Procedure: Upload boarding pass, verified document, and a selfie. Your face will serve as your boarding pass for e-gate access.

IMPACT

(It actually worked)

Reducing check-in time by 60%

Security clearance time by 57%

Improving navigation by 80%

Reduce Baggage Mishandling by 50%

IMPACT

Improving navigation by 80%

Reduce Baggage Mishandling by 50%

KEY TAKEAWAYS

This project taught me that service design is like directing airport traffic—every small inefficiency causes a domino effect of chaos! From security lines to lost luggage, I realized that multiple touchpoints mean multiple opportunities for confusion (and frustration). Solving these problems wasn’t just about adding features but about understanding human behavior, anticipating panic moments, and designing solutions that prevent “Where’s my gate?!” meltdowns. In short, service design is part psychology, part logistics, and a whole lot of user empathy—because no one enjoys feeling lost in an airport!

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KEY TAKEAWAYS

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