UX design Portfolio
Changi Airport Feedback Form
World's best Airport Changi wanted to revolutionize the way of feedback a user can give about airport experience. Being the world's busiest airport with passenger foot count more than 62 million its not always easy to categorize the feedbacks and reviews given by the users unless there is a good backend system and enjoyable UX. The main motive of Changi is to increase the percentage of travelers giving feedback from 40% to >80 %. Hence opened a public bidding with a budget of around $1M.
Current Feedback System :
Changi's current feedback system is 10 year old system with effective categorization and lacks design that would support every screen(Tablet/Mobile/Kiosk). To increase the percentage of travelers who give feedbacks, it is very important to maintain consistency of design in all platforms.
The main pain points of current feedback forms are as follows :
Lack of effective categorization of departments
Too many text fields implies too much to type
Lack of intelligence
Old school design layout and colors
Difficulty in analyzing the feedbacks by backend admins