Case Studies

The case studies below highlight research conducted to inform product, operational, and experience decisions across the air travel journey. Each project focuses on a different aspect of how customers move through complex systems—how they make decisions, how they respond to institutional processes, how physical and digital environments shape behavior, and how new capabilities are introduced into existing workflows.

Together, they show how research can clarify where problems originate, how they affect both customers and operations, and what changes are most likely to improve outcomes at scale.

* Note: specifics details of these projects have been omitted or modified for proprietary reasons.

• AI-Human Agency: Using AI to Explore, Plan, and Purchase in Travel (coming soon)

Decision Making & Commitment

How customers move from exploration to action, and how products support—or fail to support—confident decisions.

• Meta-Search Behavior (coming soon)

• Designing Day-of-Travel Mobile Engagement

• Redesigning Aiport Layout

• Designing for the Premium Travel Experience

• Pooling, Fairness, and System Design

Trust, Fairness & Expectations

How customers evaluate institutional processes and responses, especially when rules, delays, or constraints shape the experience.

• Designing for Security Wait Time Awareness

• Compensation for Travel Delays

Biometric Use Cases

How biometric technologies can be applied within existing journeys, and where they meaningfully improve—or complicate—core transactions.