In continuation of the previous task, which was experience map task, Then, we were given the task of identifying the service's key consumer pain spots and developing a system that could assist customers at those critical times.

As mentioned during the experience map task, the main pain point of the entire experience was the lack of entertainment during the flight, as the flight was already uncomfortable and cramped there should at least be some sort of entertainment to pass the time. Currently the only source of entertainment in the flight is to connect your phone to the Airplane's wifi and access their website which only has a limited line-up of movies and slow and lagging wifi. There is also an add on package to rent a tablet which has the same access and same speed of the first option but the user still has to hold it thru out the whole flight as there is no tablet holder.

The solution we have come up with is to standardise the entertainment system like other airlines do, Therefore we have created a entertainment system layout and the services available.