SAS - Self-service App

The SAS Self-Service App was developed to address the frustration travelers experience during flight delays by enabling them to manage necessary services like meal vouchers, transportation tickets, and hotel bookings directly through kiosks. One of the key goals of this project was to enhance accessibility through universal design principles. This meant creating an interface that was not only intuitive but also accessible to users of varying abilities. The app was designed with large touch targets, clear language, and high-contrast visuals to ensure ease of use. It also allows users to switch between multiple languages, though the focus was on creating a universally understandable interface that requires minimal language proficiency. This inclusive approach aimed to provide a seamless experience for all passengers, including those with visual or cognitive impairments. Throughout the project, I conducted user research to understand the specific pain points of delayed passengers and incorporated these insights into the design. I was responsible for creating the design system, user flow, and the overall visual design of the app. The self-service kiosks are now in use at several airports, including Arlanda in Stockholm, providing a smoother, more accessible travel experience for SAS customers.