Experience Design


Designing a non aerobridge boarding system for better travel experience.

Date: April 2018


"Designing a Non Aerobridge boarding system for better travel experience."


Key Learning

  • Experience mapping

  • Mobility System design

  • Prototyping


‘A Mundane Travel Story’


  • In absence of aerobridge,  passengers are exposed to external weather (Rain, dust, sun etc) and they have to go through lot of waiting, stoppages and switch overs which in turn impacts the travel experience.

  • Aerobridges are difficult to maintain and it increases the turnaround time of a plane which incurs as a significant cost to flying companies.


What went wrong?

what went wrong.png

We mapped out the events and emotions experienced by the traveler and grouped it in three broad categories.

With the rise in economy class passenger carriers these problems involved with non aerobridge travelers now affect around 60% of the air travelers.

IDEATION Solution Approach

solution approach.png

The user journey mapping helped us in understanding the hot spots of the present experience that the travelers were going through. This study further guided us to create a solution approach which helped us in creating the context for the ideation phase of the design process.

Viability analysis

To stick to the context and also considering that BIAL wanted implementable solution which could be incorporated in their new upcoming terminal with in the span of 2 to 3 years.

Considering this context, viability check for the generated ideas became imperative. So, we plotted most of ideas generated during the ideation phase on afford-ability and feasibility axis and through this process we went ahead to take up the solution and further work on the development of the same.

Viability map.png


Experience Design

The concepts were worked upon keeping in mind the identified themes of the solution. All the proposed concepts are anchored around these three core intent of the desired experience for the travelers.

Concept front.png


  • Instead of making user walk out of the climate controlled zones, the bus will have to aligned so the opening the bus matches the boarding gate in extremely close proximity.

  • Guidelines on track and Parking assistance system can help bring accuracy to the process.

  • Similar practice can be found in Singapore airport.

  • The interior of the bus has to be aligned with the overall theme of the boarding area.

  • This will help reduce the cognitive load of kinesthetic switchover.

  • The Light and climate control of bus are synced with boarding area.

  • The presets for both will be designed keeping the external variables.

  • The objective will be to find the preset which can reduce cognitive load and induce sense of calm.

  • The LED glass panel will be used to display branded content like flight company’s logo and other relevant information.

  • Even though it’s lucrative to used the space for marketing but that will be counterintuitive to the desired effect.

  • The same display can be used to show art and interactive media as both have entertainment value and are know to reduce cognitive load.


  • The interior of the bus are reimagined to make it feel more spacious without increasing the size of the bus.

  • Introduction of small yet user friendly features like leaning bar and parallel seating not only impacts the special perception but also the overall experience.

  • Keeping on with the same theme other feature like Grabrails instead of overhead rails are recommended.

  • Grabrails reduces the static load on arm but also allows multiple people to hold it.

  • To make the design universally accommodating features like foldable leaning bars are given which can fit and hook a wheelchair.


  • ETV are designed without any seating to provide maximum aisle space.

  • It can be pre docked to the climate controlled escalator to avoid downtime.

  • Out of all the ideated solution ETV has the best balance between feasibility and affordability.

  • ETV trumps out other ideas due to it’s compliability to the construction restrictions and operation guidelines of airport.

  • ETV is pre-docked to the weather controlled Escalator.

  • The bus gets parked in alignment to the ETV at the closest proximity possible.

  • The accuracy can be achieved by the help of guidelines and parking assistance system.

  • People will walk in directly from bus to ETV and further on to the escalator.


  • The Weather controlled escalator will have a parallel luggage ramp.

  • The ramp will reduce the burden of luggage on climbing travellers.

ETV Transit walk through video


  • To make the bus journey interesting and fun, led screen will be installed to create a point of engagement.

  • The content will build around the interesting thing which happen in behind the scene of an airport.

  • The objective will be to broadcast freshly generated content so it doesn’t get repetitive.

  • The same curated content can be shown around in boarding area to bring an entertainment value in waiting.

  • To bring the WOW factor the ETV walls are made of glass.

  • The ETV is designed in the way to capitalize on the airside experience without need to user going out in open.

  • The transparent wall gives a perfect view of the airport.

*All the renders of the project are courtesy Mohd Yaseen - TAD'17 

Our solutions were proposed to contribute in creating an enhanced travel experience while keeping in mind the stakeholders interest.


Saurabh Singh - SDM'17  | Mohd Yaseen - TAD'17 | Zia Quamar - SDM'17

National Institute of Design  

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