Three years ago, during my frequent travels through various airports, particularly quieter ones which is also known silent airport, I identified areas for improvement in the current airport system to enhance the user experience. While working on this project for a brief period with limited resources, I recognised it's significant potential for implementation and monetisation. Recently, I encountered a post regarding smart trolleys at Hyderabad airport, envisioning a system where passengers grab a trolley upon entering the airport to streamline navigation, access boarding information, and efficiently utilise their leisure time. Although I value the convenience of the boarding pass scanning feature and the "find your flight" functionality for accessing gate and airport store information, there are strategic limitations hampering scalability.
Picture this: Before check-in, the user's primary goal is to obtain the boarding pass and check in their baggage. At this stage, the likelihood of the user utilising the device is minimal due to their primary objective. The pre-check-in user's motive is to get the boarding pass and hand over the baggage for check-in. Here, the probability of the user using the device is very low in relation to their primary goal. Post-check-in, one could simply leave the trolley behind, carrying only a small shoulder bag or a fixed-wheel suitcase, enhancing user-friendliness. People generally dislike constantly managing a trolley while using restroom facilities, visiting shops, or dining, which creates space inconvenience. This approach would eliminate the need for most users to navigate with a trolley to find stores, boarding gates, and dining options. The current airport implementation seems to prioritise technology over addressing the traveler's journey adequately.
Let's recall Steve Job's famous words: "Start with the customer experience and work backward to the technology."
Initially, we need to conduct research to comprehend the human experience at the airport, where we can uncover various scenarios and pain points. Subsequently, we can develop a product that enhances people's experiences while simultaneously exploring its business potential.
Now, imagine a scenario where the majority of individuals embrace this trolley once the product evolves with captivating features or entertainment content. Consequently, traffic in passages, seating areas, and maintenance requirements would surge. Given this, why limit the concept to just a trolley? It could take the form of any IoT device. Take smartphones, for instance, which are used by over 70% of the Indian population. For non-smartphone users, a customised compact IoT device within the airport premises could suffice, retrievable before boarding. Concerns about device security can be addressed with ample time and effort, similar to how some airlines protect their provided headphones with unique input jacks.
When we invest significant resources to add value, several questions arise: What is the future scope? How can we monetize it? What is the maximum potential user base to benefit from the product? How can it effectively enhance the user's experience? Considering these questions and the scope of this kind of IoT device, our focus is on enhancing the user experience, without imposing service charges or subscriptions to access the product. However, we can monetize by expanding the user base while concurrently providing benefits. It's worth noting that all these suggestions stem from a basic understanding, yet we still need user data to validate our direction.
Explore: Easy Check-In App