Improving the Landing Experience
Inconsistent signage combined with traveller’s fatigue, language barriers as well as lengthy immigration customs process renders the airport landing experience intimidating, confusing and unpleasant for the new immigrants to Canada.
The first step to improving the immigrants' experience at the airport is understanding the challenges and needs of immigrants at landing. A user journey map was created as a stakeholder communication tool, helping to convey the need for a better airport organization system and listing preliminary recommendations for improvement.
To get a better understanding of the broader context of the problem we looked at the available information on government and settlement agency sites and scholarly articles on the topics of migration. We also examined the first-hand account of immigrants discussing their landing experience.
User Journey Map