EVA Air App Redesign
Project type
Self-initiated, Aviation Industry
Role
UI/UX designer
Timeline
3 months
Tools used
ChatGPT, Miro, Figma
Overview
This app redesign had a goal to provide a seamless travel experience from baggage preparation to the arrival at the airport. As a UIUX designer, I focused on accompanying travellers throughout their whole travel by completing the app with two other features that could effectively reduce the anxiety of travellers and increase their sense of security.
Why redesigning for EVA air ?
As a major Taiwanese international carrier and the airline I often travel with, EVA Air plays a key role in shaping how global travelers perceive Taiwan’s airline brands. Since not all passengers book through the app, this redesign focuses on how the app can better support the entire travel journey rather than just improving booking flows.
Reshaping the entire traveling experience
Many of the small “surprises” and hassles people run into during travel are also part of my own experience, which made me start thinking about how the whole journey could feel smoother and less stressful.
As passengers increasingly expect real-time updates, personalized support, and a more seamless experience, designing for the full journey has become more relevant than ever.
It is only by considering the entire journey that airline companies can truly enhance customer satisfaction, loyalty, and business value.
McKinsey, The promise of travel in the age of AI (2023)
What bothers travellers the most?
Five interviews were conducted with participants who shared their own travel experiences and what they care about most while traveling.
Unfamiliar with baggage regulations in different countries
"When it comes to immigration, I think what people usually worry about most is accidentally bringing something that’s prohibited."
Unclear signage and unpredictable boarding transport
"In Japan, some boarding gates require taking a shuttle bus. If you don’t notice that at first, you might just keep shopping and risk missing the flights.
Unfamiliar immigration procedures & long waiting times
“Immigration in Thailand took longer than I expected and I had to fill in the entry form on-site, and they also scanned my data like photos and fingerprints.”
Building an overall experience remains unmet in the market
Most airline apps focus on individual functions such as e-tickets and flight updates, but few support the full travel journey in a seamless way.
Benchmark of well-known Asian airlines
Objective
The goal of this redesign was to make the app feel more like a travel companion by reducing passenger stress and improving reassurance throughout the journey.
Potential solutions
Based on user research and market analysis, the final concepts focused on three key areas: a guide map to the boarding gate, entry-related information for arrival preparation, and boarding reminders with time-left updates, while also balancing cost, effectiveness, and feasibility.
Guide map
• Showing the itinerary from passenger's current location to the boarding gate • Personalized filters allowing passengers to choose preferred restaurants or shops on the way to their boarding gate
Entry-related information
• Sample forms for filling out arrival/immigration documents • Access to baggage regulation information for the destination
Boarding information
• Boarding time and time-left reminders • Boarding time alert when the departure is approaching (for example 30 minutes before). • Personalized filters allowing passengers to choose preferred restaurants or shops on the way to their boarding gate
Usability test
A usability test was conducted with five participants to get feedback and improve the existing design and the functions provided.
Colors and typography
To match the brand image created by EVA Air as “Safety first, Comfort and Luxury, Innovative,” green-toned calm colors were used to create the color palette. Lato was used as the typeface for this app because of its readability, aesthetics, and versatility across font weights.
Final UI mockup
With the feedback collected during the usability test, some functions were slightly modified, and the elements of each screen were carefully designed with a predefined color palette and typography to align with EVA Air’s brand identity.
Reflection / Next Steps
This project showed me that design is an ongoing process of refining ideas into more practical solutions. While a panoramic indoor navigation map could improve wayfinding, limited indoor positioning made it difficult to implement reliably. In future research, I would like to include a more diverse group of users across ages and nationalities to gather broader insights. It also revealed opportunities to expand the app with centralized travel resources and community features that help travelers exchange practical tips.
