Overview
What if navigating an unfamiliar airport felt less overwhelming and more like being guided every step of the way?
Traveling can already be stressful, and navigating an unfamiliar airport environment often adds another layer of confusion. While airline apps like Southwest’s provide important information such as flight details and boarding passes, they offer limited support when it comes to actually navigating the airport experience.
Passengers must often switch between multiple sources of information, switch between texts and the app, or rely on physical signage to determine what they need to do next.
Despite the availability of flight information, there is little guidance to help travelers understand the sequence of steps required before boarding - from check-in to security to finding their gate.
Solution
A virtual walkthrough assistant designed to guide passengers through the pre-flight experience within the Southwest Airlines app.
interactive guidance cards
Step-by-step prompts help users complete key tasks such as check-in, baggage preparation, and boarding.
personalized flight information
The assistant adapts instructions based on the user’s flight details and progress.
airport wayfinding integration
Users can preview airport layouts and receive guidance to key locations such as security checkpoints and gates.
user-controlled experience
Users can enable or disable the assistant at any time depending on their preferences. It occupies limited screen space and improves visual hierarchy.
interested in the process behind this solution? keep scrolling :)
problem discovery
Despite frequent appliance exchanges between students, there is no platform designed to support these transactions within campus communities.
As a student myself, I had often seen appliances move informally between roommates, graduating seniors, and friends through word of mouth, social media posts, bulletin boards, and occasionally questionable pickup locations.
While these exchanges technically worked, they were inconsistent, unreliable, and sometimes uncomfortable for students who didn’t know the seller personally.
Students are already exchanging appliances within their communities — but the process happens through fragmented, informal channels.
user research
To better understand these behaviors, I conducted a survey with 25 undergraduate and graduate students exploring:
→ How students acquire appliances
→ Their comfort level with secondhand purchases
→ The role of community trust
→ Interest in renting, selling, or trading appliances
The results revealed several patterns:
→ Students already share appliances
→ Students are open to selling used appliances
→ Secondhand purchasing is already common
pain points
Transportation Challenges
Shipping appliances is expensive, the appliance could be too heavy to carry and coordinating transport can be difficult.
Trust and Legitimacy
Students often feel uncertain about who they are buying from or selling to. They may also be hesitant to share personal contact information.
Community Preference
Participants strongly preferred exchanging items with people from their own campus or student community.
which led me to the Problem Statement:
Design Process
With these constraints in mind, I began structuring the platform around the core actions students needed to complete an exchange. The goal was to keep these flows simple while supporting multiple exchange types such as buying, selling, and renting.
Rather than building separate systems for each interaction type, I designed a shared structure that could support all three:
insights → Design Decisions
Students prefer exchanging appliances with people from their own campus community.
→
The marketplace prioritizes location-based browsing, surfacing nearby listings first to support convenient pickup.
Students feel uncomfortable exchanging appliances with strangers.
→
User profiles highlight campus affiliation, helping establish trust between buyers and sellers.
Large appliances are difficult to transport.
→
Listings prominently display pickup location and transportation notes, helping students plan exchanges before committing.
Final Designs
The experience focuses on helping students:
→ Discover nearby appliances
→ Verify other users within their campus community
→ Coordinate exchanges quickly and safely
By prioritizing proximity, trust, and simple coordination, the platform supports the way students already exchange appliances but in a more reliable and structured way.
Reflections
User research reveals intent in ways that even firsthand experience may not
Although affordability was an important factor, many students were interested in secondhand exchanges for other reasons as well - which was something I did not initially account for.
Understanding these motivations helped frame the marketplace as a community exchange rather than purely a discount platform.
Structure guides behavior, but flexibility matters
Designing structured flows helped simplify listing creation and browsing. However, exchanges between people are inherently flexible.
Balancing structure with flexibility became an important part of the design process, ensuring the system could support different exchange scenarios without becoming overly rigid.
Future opportunities (i.e. how would I build on this concept):
Supporting Additional Community Members
Future iterations could explore allowing participation from alumni or long-term residents who want to contribute appliances to the student community.
Integration With Tool Libraries
The marketplace could also integrate with existing campus tool or equipment libraries, creating a hybrid system where students can borrow, rent, or purchase appliances depending on their needs.
Appliance Verification or Trial Systems
Future versions could introduce more systems that help users evaluate appliances before committing, such as condition checks, videos, etc.