Improving Air Travel Comfort & Experience: Designing for Infection Prevention and Control.

Abstract

The onset of the Coronavirus Disease of 2019 (COVID-19) caused a shift in the air travel industry as safety and precautionary measures were put in place to mitigate some of the risks associated with infection prevention and control. This research documents and reveals a glimpse of the state of current air travel during the pandemic, through the first-hand experiences of passengers. The study consisted of three methods used to collect real-time and recollective reflections from current passengers, while also evaluating the development, implementation, and use of these methods within the context of remote qualitative research.Our findings suggest that passengers' air travel experiences during pandemic conditions are influenced by factors that span layers of user experience, within the larger umbrella of service design. The findings point to new areas of research and design development, that should be explored to support a more positive travel experience during pandemic conditions.iii Acknowledgements A special thanks to my co-supervisors -Chantal Trudel from Carleton's School of Industrial Design, thank you for your continuous support, encouragement, and guidance throughout this study. I cannot express my gratitude for all of your help and understanding this past year. Shelley Kelsey from the National Research Council of Canada, thank you for your valuable insight and expertise on air travel and human factors, your patience, and support throughout this study. To my family and friends -Thank you for your constant support, patience, and encouragement throughout this past year and throughout my academic career. A special thank you -To all the participants who were involved in this study and shared their feelings and experiences for this research. Without your participation and insights, this research would not have been possible. v 4.