Defining the Problem

Airports can be overwhelming, especially for first-time travelers who often struggle with finding their way, getting real time information, or knowing where to go next. TEMI was originally designed to be a home assistant, but when placed in airports, it didn’t really help passengers in a meaningful way. Our main challenge was: How can we find real passenger pain points that TEMI can solve, and make it a natural part of the airport environment?

My Role

I led and analyzed the interviews with potential users and Lufthansa expert and designed interfaces for TEMI, While my other 2 project partners did on-site observations, created scenarios and prepared testing tasks.

Lifecycle of our project

🚶The user’s journey

We started by learning how people actually move through the airport. Through interviews with Lufthansa staff, airport experts, and passengers, plus on-site observations.

From this, we discovered some important challenges:

Many travelers struggle with language barriers
Staff are often overwhelmed and can’t help everyone at once
It’s hard for passengers to find their way around
Screens and signs are often too full of information, making them confusing

We then defined our users and their goals, focusing on real needs like finding who the users are (like elderly travelers, first-time flyers, or those needing extra help) and what their goals are (like finding their gate, asking for help, or checking baggage).

🤖 So how can TEMI help ?

By introducing key use cases like Navigation Assistance, Luggage Help, Information Hub, and Service Requests. We translated user pain points into practical solutions. These use cases directly address the identified challenges and effectively serves as the specification of user and organizational requirements

🛠️ Producing design solutions

In this step, we started turning ideas into real design solutions.

During the Designing phase, we focused on creating the interface for TEMI. We also built two real-life scenarios how TEMI helps with guide service pickup and baggage drop.

As we said: "We rolled up our sleeves to create wireframes and prototypes that show how TEMI can help passengers in everyday situations."

This is where we moved from research to action designing what TEMI will actually do and how it will look when helping travelers.

🚶The testing phase

To make sure our designs truly worked, we tested our TEMI prototype in real airport like scenarios:

Scenario 1: A traveler forgot their meeting point for a booked guided service Pickup. TEMI helped them get oriented and moving in seconds.
Scenario 2: A first time flyer needed help at baggage drop. TEMI stepped in with clear, step-by-step help.

From testing and expert feedback, we learned that clear design, familiar branding, and simple language help users feel confident. Small things like adding a progress bar or clearer icons made a big difference. People expect quick answers and easy steps, especially in busy places like airports where time and clarity really matter.

Conclusions & Learnings

Working on the Airport Assistant project with Lufthansa was both exciting and meaningful. It challenged us to rethink how existing tech like TEMI could solve real problems in high stress environments like airports. We explored new ways to design helpful and human-centered products.

This project reminded us that good UX is about making things feel easy even when the backend is complex. From testing, we learned how small design choices can have a big impact on user confidence and experience.

Looking ahead, we’re excited to keep designing for real-world spaces where technology meets people’s everyday needs with empathy, clarity, and a bit of creativity.

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Lufthansa had already invested in TEMI robots, but wanted to deploy them in airports. Our mission was to design use cases for TEMI as an airport assistant that solves real passenger pain points.