IAT 438 · UX Case Study · SFU
Seamless
Star Alliance
Empowering world travel with a guided end-to-end air travel experience.
The Project
A unified companion for
Star Alliance travellers
Star Alliance connects 26 member airlines and over 1,000 destinations — yet passengers still navigate a fragmented mess of apps, third-party trackers, and physical airport signs to get from A to B.
This IAT 438 project reimagines what a native Star Alliance mobile companion could look like: one app, one account, seamlessly guiding travellers through the entire journey — before, during, and after every flight.
Watch · Project Video
Seamless Star Alliance
Team · IAT 438 · SFU
Amitoj Sareen
Olivia Steed
Muskan Kalra
Hejpreet Dhillon
Mansimar Wadhera
The Problem
Air travel stress is real —
and it spans the entire journey
Passengers navigate a fragmented landscape of airline apps, third-party trackers, and airport signs — each covering only part of the picture. Star Alliance connects 26 airlines and 1,000+ destinations, yet lacks a unified companion for its travellers.
Pre-trip
Planning anxiety
Baggage rules, document prep, itinerary building — all scattered.
During-trip
Airport confusion
Missed connections, unclear procedures, no proactive guidance.
Post-trip
No closure
Points scattered across airlines, no travel memory, no next trip hook.
What's the most stressful part?
71%
Travel Planning
time and research required is most stressful. CivicScience 2024
58%
Airport Procedures
check-in, security, waiting. CivicScience 2024
49%
Baggage Handling
baggage restrictions and handling. TMNT 2019
38%
Flight Irregularities
irregularities and cancellations. TMNT 2019
Research · Survey of 38 Air Travellers
"I feel excited when flying, but stressed and unprepared at the airport."
"The most annoying part is missed connecting flights and subsequent inappropriate arrangements by the airline."
"Sometimes I can bring in items and sometimes I can't — I literally won't know till I try."
Process
From guided connections
to all-in-one guidance
Our initial focus on flight connections alone was too narrow. Through research, we identified that stress spans the entire journey — so the final scope became a comprehensive pre, during, and post-trip guidance system.
01
Guided connections
Started with at-risk flight connections — gate directions, lounge suggestions, timing guidance.
02
Expanded to pre-trip
Added baggage reassurance, document hub, and itinerary building to address planning stress.
03
During-trip clarity
Live timeline, disaster recovery, airport amenities, and proactive notifications.
04
Post-trip loop
Trip log, tangible points, and destination passport cards to close the journey and invite the next.
Phase 01
Pre-trip
Everything a traveller needs before leaving home — flights, documents, baggage, and destination planning — unified in one place.
Pre-trip
Flight integration
Upcoming flights are automatically populated from Star Alliance data, providing a unified access point for travel planning. Unlike third-party tracking apps, Star Alliance automatically loads upcoming and previous flight data — reducing cognitive overhead.
Unlike third-party flight tracking apps, Star Alliance automatically loads upcoming and previous flight data, reducing cognitive overhead.
Pre-trip
Dashboard access
Flight tickets act both as a boarding pass and as a dashboard for accessing key flight information and preparation details — Documents, Baggage, Timeline, Airport Amenities, and Destination all one tap away. Unified access keeps navigation shallow, creating feature clarity.
Unified access keeps navigation shallow, creating feature clarity.
Pre-trip
Baggage reassurance
To address packing stress, airline-specific baggage guidance is provided through AR measurement, and packing restrictions are available through search. Checked, carry-on, oversized, and restricted items are all clearly explained.
Unlike third-party or airline-specific apps, Star Alliance can track baggage across airlines.
Design in context
Colour indicators
Green on-time indicators reinforce a sense of calm and timeliness, helping passengers feel they are on schedule. Colour-coded flight cards — red for Air Canada, yellow for Star Alliance partners — make multi-flight journeys immediately legible.
Considering context
We adopted standard airport signage for gate and baggage carousel directions, minimising cognitive load by matching familiar visual patterns travellers already know from physical airports.
Pre-trip
Itinerary building
To address planning stress, destination itinerary suggestions with nearby attractions and restaurants are included to jumpstart trip planning. The Destination screen organises suggestions into Trip Bundles — convenient mini-itineraries of places that can be visited in one day.
Unlike airline or third-party apps, Star Alliance goes beyond flights to ensure a seamless experience in all aspects.
Pre-trip
Universal connection
A traveller's account is connected to the Frequent Flyer Number obtained when booking flights — usable across all 26 Star Alliance member airlines. One login, one dashboard, no matter which carrier you fly.
Phase 02
During-trip
From the moment you leave home to the moment you arrive at your destination — live timelines, airport guidance, proactive notifications, and disaster recovery.
During-trip
Trip timeline
To address airline procedure stress, travellers get a live updating timeline of events to prepare them for the next steps. It auto-updates as travellers pass through checkpoints, letting them focus on what's ahead while keeping past steps accessible for reference.
Timeline checkpoints are automatically updated, creating trust and peace of mind.
During-trip
Support anytime
Travellers have direct access to chat and call support during their trip, reassuring them they aren't figuring it out on their own. Unlike third-party apps, Star Alliance supports dynamic trip modification — reducing stress through traveller guidance.
Proactive assistance
Notifications help travellers stay on time, providing peace of mind that they can enjoy the airport's amenities without fear of missing their flight. Triggered at the right moments — not all at once.
During-trip
Disaster recovery
To address flight uncertainty, missed or cancelled flights can be rescheduled directly from the app, giving travellers agency over their schedule. The timeline flags missed connections automatically with a "Rebook Flight" prompt — clear and automatic communication.
"The most annoying part is missed connecting flights and subsequent inappropriate arrangements by the airline."
During-trip
Fun along the way
To address airport stress and make layovers memorable, unique sights, lounges, and restaurants are highlighted in the Airport Amenities screen. Airport suggestions provide direction and entertainment during typically boring waits — Maple Leaf lounge, Plaza Premium, nearby restaurants, local attractions.
Airport suggestions provide direction and entertainment during typically boring waits.
During-trip · Collectibles
Collectible airport cards
Physical-style cards available at Star Alliance affiliate lounges
create a collector mindset, encouraging travellers
to visit more lounges and more airports. Each card celebrates the airport's
city and carries a unique tagline — "Land of the mountains" for YVR,
"Beacon of the sea" for HKG, "Vision from the future" for SIN.
During-trip
Arriving: next steps
On arrival, logistical guidance about connectivity, transport, and currency are immediately available. Network access and e-SIM options, directions to currency exchange, public transit, taxi and bus transit information — all so travellers can seamlessly transition into their destination city.
Unlike airline apps, Star Alliance goes beyond flights to ensure a seamless experience in all aspects.
Phase 03
Post-trip
The journey doesn't end at landing. Points, memories, and the next adventure — all surfaced to keep travellers engaged with Star Alliance.
Post-trip
Tangible points
To engage travellers in points collection, points are presented as concrete free flight offers and progress towards Gold or Silver membership status. Unlike individual airline apps, Star Alliance aggregates points across all member airlines and offers deals accordingly — encouraging more travel.
Star Alliance aggregates points across airlines and offers deals accordingly, encouraging more travel.
Post-trip
Flight history & trip log
After landing, travellers can reflect on their journey through the Flight History screen — a world map tracing the full route, total air time, distance, planes flown, countries and continents visited. A permanent travel memory that grows with every trip.
Design Decisions
How we justified every choice
Automatic flight loading
Unlike third-party trackers, Star Alliance automatically populates upcoming and previous flights from its own data — eliminating the manual input that contributes to planning overhead.
Ticket-as-dashboard
The boarding pass doubles as a navigation hub, with quick-access icons for Documents, Baggage, Timeline, Airport Amenities, and Destination below — keeping navigation shallow and feature-clear.
Green = on time
Green colour on departure time indicators reinforces a sense of calm and timeliness, helping passengers feel on schedule — using colour psychology to reduce ambient travel anxiety.
Standard wayfinding language
Gate and baggage carousel directions adopt the visual language of airport signage — familiar yellow/black and brown/white formats — minimising cognitive load through recognition over recall.
Cross-airline baggage tracking
A unique capability of the Star Alliance platform — baggage is tracked across member airlines in a single view, something no single airline app can offer.
Proactive loyalty surfacing
Points are presented not as abstract numbers but as concrete free trip offers and membership milestones — making the reward tangible and encouraging continued travel booking.