Virgin Atlantic Voice Concierge Concept
April 2017
Virgin Atlantic wanted to showcase a world-first voice technology concept that improved the business traveller’s experience in stressful situations.
After interviewing business travelers, I gained insights on their stressful moments, which were prioritized and used for an ideation session. I designed wires for these journeys, and selected the key screens to progress to visual design. We produced an app concept of a personal concierge, that proactively helps business travelers overcome stressful situations including getting quickly to the airport and rebooking flights, through the power of voice technology.
We presented our concept to Head of Marketing, however Virgin wasn't able to move forward due to technical constraints.
Product Designer, Beyond, London
RESEARCH / UX DESIGN
Interviewed the target audience to identify key moments and created principles to guide design
RESEARCH
I interviewed business travelers and identified three key insights on the needs including speed, ease and exclusive service. I then mapped out a typical travel journey and identified stressful moments that present the biggest opportunities for voice, and we focussed on the parts of the user journey where Virgin Atlantic would have an interest from a business perspective and the license to support the business traveller.
With a strategist, we brainstormed primary and secondary system principles we determined this voice technology should have and would do the heavy lifting for the user.
Created wires to showcase the key moments in the business traveller’s journey
DESIGN
My challenge is to balance voice technology with a glanceable UI to provide an optimal user experience.
After conducting competitor research on AI technology, wearables, and customer service chatbots, I determined that the solution cannot be another generic customer service chatbot. Instead this technology should showcase Virgin Atlantic brand mission, as well as bring out personality through the glanceable UI but most importantly in the natural language of the voice technology.
I sketched screen flows that highlight some key features to showcase how V (our solution) could help the business traveller.
