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Destressing the Travel Experience
User Research, Strategy


San Francisco Airport

Project Duration

16 weeks, still in progress

Role & Activities

User Researcher, Project Lead

How might we improve the San Francisco airport terminal experience? 

San Francisco Airport (SFO) has partnered with Civic Bridge, a program that leverages local, private-sector talent to help make government more collaborative, inventive, and responsive for San Franciscans. 


As the user research and project lead, I structured the research study, taught teammates how to interview users, and led research synthesis. During this collaboration, we sought to understand what travelers felt was missing from the airport terminals and what would improve the terminal experience. We conducted 50+ in-person interviews with travelers while they waited for their airplanes to board.

To hear about our plan to destress airports, reach out! 

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