The Official MAG Mobile Application

INTRODUCTION

Manchester Airports Group (MAG) is the UK’s largest and leading airport group. Having recently joined the company myself, it really is a fantastic place to work and has been described as being its own city as there are so many internal areas of the business, along with such a vast amount of employees in the MAG family.

My main role as the lead UX designer at MAG is to find a way in which to make the users (passengers) experience a more pleasurable journey with minimal hiccups. This is why I began designing a native mobile application for users to have help them on their journey, not only at the airport but months before when planning, pre-booking and traveling to and from the airport.

ROLE

Senior UX Designer

Sole designer on this project, starting with UX discovery, through to wireframes and finally into high fidelity prototypes.

Compare

One of the first tasks I carried out when discovering the app, was a feature by feature comparison of the mobile apps of other airports. This was to understand the current trends and best practices in the airport app domain, as well as to identify the strengths and weaknesses of MAG’s competitors. I compared the apps of eight airports: Changi, Gatwick, Newcastle, Glasgow, Heathrow, Istanbul, Paris & Schipol.

Discover

Before I began work on the app, I had to think who are they typical air passengers. What are their personas. In doing this research I found that there are typically 6 air passenger personas. In a multilingual survey, with over 550,000 passengers worldwide, user researchers tested the on the day experience of these passengers over 8 major areas within an airport, which included access, check-in, security, airport facilities, and food and beverage providers.

From this, I created 6 persona’s by which I intend to focus as a primary pivot of all design reasoning throughout the project.

User Flows

While working through my initial sketches and lo-fi designs, I began creating some user flows to see if I could complete actions set out in user scenarios.

These primary user scenarios are seen to be the main reason behind creating the application, and I found that with my user flow’s that some paths made complete sense and had great UX, while others became a little tricky (which I then redesigned – such as the payment gateway/confirmation screens).

MoSCoW

While working through initial ideas, user flows and holding stakeholder meetings I began to collate a list of features required for the application. However, I was being mindful of development resource and roadmap planning and decided to create a MoSCoW map of what we need to hit the MVP.

A MoSCoW map is a great exercise in prioritising features within a release by deciding if a feature is a Must have, Should have, Could have or Won’t have.

Lo-fi Designs

As I do with every project, I started with screen sketches but quickly move these into a low-fidelity design to help get a rough feel for the structure of the page and the CTAs.

Production Ready Hi-Fidelity Design