Final Captain Book

FINAL BOOK CAPTAIN MAMI.indd 1

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WELCOME TO CAPTAIN.


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01 || TABLE OF CONTENTS

INTRODUCTION

03 | Intro & Mission Statement

RESEARCH

04 | Literature Review

06 | Case Study

[04 - 07]

BRANDING

[29- 43]

29 | Brand Style Guide/ Brand Manual

37 | Student Pre-Trip Mailer Kit

41 | Promotional Strategies

INITIAL PHASES

[08 - 13]

SERVICE

[47 - 57]

08 | Entity Mapping

09 | Entity Proper

10 | Behaviors & Users

11 | Process Work & Photos

USERS

14 | Personas

16 | User Journey/ Process

[14 - 25]

47 | User Journey Map

49 | Website

55 | Web App

INTERACTION

61 | Loop Gestures

65 | Mobile App: Interactive

Engagement Features

67 | Mobile App: Organization &

Safety Features

[61 - 69]


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Every voyage needs a captain . ..


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03 || INTRODUCTION

SO, WHAT IS CAPTAIN?

Captain is a company that assist educators

by streamlining the process of planning and

organizing international trips for students.

It utilizes cloud-connected services,

wearable technology, and GPS to keep

travelers safe, organized, and engaged.

OUR VISION STATEMENT

Groups use Captain to travel internationally

without being impeded by a disorganized system

for safety, scheduling, and socialization.

OUR MISSION STATEMENT

Captain enables groups to travel abroad while

in an unfamiliar, somewhat chaotic contexts,

remaining safe, organized, and engaged with

each other and their surroundings.


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04 || RESEARCH

LITERATURE REVIEW: TRAVEFY

Travefy is a "Travel

Itinerary And Group

Trip App". Travefy is a

student trip planner.

Travefy also provides a separate product, Travefy

Personal which offers similar services to private

consumers planning one-off small trips with

family or friends. It allows for expense tracking or

itinerary management. Travefy is an interesting

precedent but doesn’t automate the process

enough for very specific personas. We hope to

target Captain specifically towards K12 educators,

in order to provide them with the most seamless

experience possible.

The final iteration of Captain does not include

luggage tracking, this explanation of RFID

checkpoints for luggage updated live on a mobile

app is a similar experience.

"When you and your group of friends are

planning an awesome adventure, use Travefy to

stay connected, find trip ideas, collect deposits,

and make updates in real time. Our student trip

planner is perfect for organizing spring break,

winter break, ski trips, Greek trips, student travel,

and backpacking. It is the perfect central hub for

planning your trip activities and making sure that

everyone is on the same page."

Travefy, (http://travefy.com is an application

suite (web, tablet, mobile) targeted towards

travel agents and planning professionals to

ease the process of planning group travel for

clients. It allows agents to generate professional

documents, itineraries, and more with ease.

GPS/RFID TRACKING

GPS/RFID tracking of luggage, http://

www.cbsnews.com/news/deltaairlines-tech-companies-devicestrack-passengers-luggage-solutionslost-bags/CBS

News compiled a list of

resources available to passengers on

various airlines, including the launch of

Delta’s new RFID tracking program. It

was especially interesting to note that it

costs nearly $100 each time a bag is lost

and must be returned to a passenger.

Reducing the amount of lost luggage

could save airlines millions.

We used this article as confirmation

of our original starting concept, which

was confined to the airport experience

alone. While the final iteration of

Captain does not include luggage

tracking, this explanation of RFID

checkpoints for luggage updated live

on a mobile app is a similar experience.


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05 || RESEARCH

RELEVANT RESEARCH

School Protocols/Policies for handling K12

Minors

We reviewed the following policies and

protocols for in-depth information

regarding the rules that educators follow

when dealing with K12 minors to establish

a baseline of procedures for Captain.

Medical Policy at Brookwood Elementary,

GA: http://www.forsyth.k12.ga.us/

Page/25222

Disciplinary Policy as per Florida State

Legislature: http://www.leg.state.fl.us/

statutes/index.cfm?mode=View%20

Statutes&SubMenu=1&App_mode=Display_

Statute&Search_String=1006.07&U

RL=1000-1099/1006/Sections/1006.07.

html


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06 || RESEARCH

CASE STUDY: EXPLORICA

Helps teachers

organize all inclusive

international tours

for their students...

Explorica is a business that helps teachers

organize all inclusive international tours for

their students--from flights, to hotels, to

cultural excursions and sightseeing.

Explorica also provides in-person and online

training sessions for teachers, teacher-toteacher

mentorship programs, and parent

and student portals. Through the portals,

students can update their parents via their

tour’s tour diary.


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07 || RESEARCH

TOUCHPOINT DIGITAL; PHYSICAL; SMALL

Explorica provides branded materials for teachers and group leaders to

promote trips to students and parents. (Posters, presentations, social

media, collateral). This is a small-scale branding exercise, since the

materials exist typically within a school or church rather than broadly

across many locations. This aspect is less important than the services

it provides.

TOUCHPOINT DIGITAL; LARGE

Explorica provides online sign up portals for students

to pay fees and input personal data needed to

complete the booking processes including travel and

accommodations (flight, hotels).

TOUCHPOINT DIGITAL; LARGE

Explorica provides a way for parents to stay

connected to their students on the trip via a Travel

Diary, updated by the group leader.


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08 || INITIAL PHASES

EARLY DEVELOPMENT/ ENTITY MAPPING

This shot was taken during the

very initial phases of company

development. The entity mapping

roughly sorts through related

concepts such as behaviors,

interventions/touchpoints,

stakeholders, users, other

impacted parties, etc. Entry and

exit point (signing up for the trip to

when the trip ends) is discussed,

as well as the target audience.

The goal brand was also briefly

discussed at this phase.


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ENTITY PROPER: BUSINESS

We have created the concept for a

business that would ultimately make

international group travel within high

school groups more organized, efficient,

comfortable for group leaders, students,

and parents.

The service would provide a medium for all parties

to better manage pre-trip details and provide the

technology for a more efficient experience during

transit, with additional tools that can be used

throughout the entire trip that would simultaneously

keep parents/guardians updated throughout the

travel process.


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BEHAVIORS (& CAPTAIN'S IMPACT)

Our business addresses behaviors regarding

organization, scheduling, and safety.

Through our system, group leaders, users, and parents have

the resources and assistance needed to ensure a confident

and smooth experience throughout the travel process.

Providing easy access to manageable organizational products

allows the group leader, and group members, to minimize the

stress of international travel, and maximize their positive

experiences. Ultimately our business addresses the need for an

integrated system that provides clear and easy to understand

organizational tools so that the group can efficiently and safely

proceed through their international traveling experience.


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STAKEHOLDERS & USERS

THE 3 USERS

Our business would be targeted towards

high school travel groups, in particular,

as international travel with students is

often a stressful process and is currently

a consistent pain-point for the involved

parties.

The users would be the students themselves,

the group leader, and the parents/

guardians of the students.

SERVICE PROVIDERS

The service providers would be physically

present during the travel process, but

various staff members would be available to

contact and speak with if necessary

STAKEHOLDERS

The stakeholders would also involve include

various travel service employees not affiliated

with Captain, as the orderly travel of a large

group eases the strain on their job duties.


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PROCESS AND PLANNING

The work that is featured to the

left and right are photos taken

during the early phases of the

project. However, it was during this

period of ideation and mapping

ideas out, that Captain truly took

shape/form. These photos show

a rough user map that illustrates

group traveling and navigation

through an airport.

Since this time, Captain has

developed much more, expanding

beyond the airport itself. However,

this process work was entirely

necessary in the creation process.


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PROCESS AND PLANNING (cont.)

Working outside, mapping the first user journey draft.


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14 || USERS

THREE PERSONAS

Age: 40

Work: German Teacher, Group Leader

Family: Single mother of twins

Location: Raleigh, NC

Character: ENTJ, Type A

EDDIE MITCHELL

HIGH SCHOOL STUDENT

JANICE SMITH

GERMAN TEACHER

Age: 15

Work: High School Student

Family: Child of Susan Mitchell


Character: ENFP, Type B

GOALS:

• Build his Photography Portfolio

• Interested in Architecture

• Meet locals and see things that aren’t just for tourists

• Practice his German in a real setting

• Wants to have time for a little bit of freedom and

exploring outside of the whole group.

FRUSTRATIONS:

• Often feels like he is being treated like a child

• Wants more independence

• Upset with how impersonal classroom learning can be

• Wants information more tailored to his own interests

BIO:

Eddie has never been out of the country before,

and is excited to go to Germany with his class. He is very

interested in the rich history of art and design that can be found in

Berlin--one of the cities his class will be traveling to. He can’t wait

to go to an entirely new country away from his family for the first

time. Eddie is very social and often gets in trouble for speaking too

loudly, or not following directions.

GOALS:

• Teach students about the culture behind Germany--

giving them more context than just the German language

• Keep the students safe and accounted for

• Make sure the students also have a great time

FRUSTRATIONS:

• Upset with the lack of empathy by airport staff towards

large groups.

• Often gets overwhelmed, and feels like she has to repeat things a million

times before her students actually listen.

• Wants more organization, and gets frazzled when plans change.

Needs an easier and fluid way to communicate

changes if need be.

BIO:

Janice has been a teacher for 10 years, and had been bringing a small

group of her students to Germany during Spring Break for the past

three years. This year, her high school merged with another school in

the area--nearly doubling her group of German students. She wants to

take the larger number, but is worried about keeping track of so many

students--especially when actively traveling through a space


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15 || USERS

Age: 45

Work: Pediatric Surgeon

Family: Mother of Eddie Mitchell


Character: ISTJ, Type A

SUSAN MITCHELL

EDDIE'S MOTHER (PEDIATRIC SURGEON)

GOALS:

• Stay updated on Eddie’s whereabouts

• Make sure Eddie is safe and healthy

• Stay in contact with group leader as well

FRUSTRATIONS:

• Eddie often forgets to contact her while he is away

• Feels like teachers are often hard to get in contact with as well, be

cause all other parents are trying to reach them too

• Has anxiety about the safety of Eddie

BIO:

Susan is a Pediatric surgeon at REX Hospital. Her job

requires her to work long and unusual hours, so she often relies on

texting to tell Eddie where she is, and to make sure he is where he is

supposed to be. Eddie often neglects to respond to Susan’s messages,

causing her to frequently worry about his safety. She knows this

problem will only exacerbate while Eddie is on his trip because of the

time difference, so she hopes to at least have reliable communication

with his group leader. She really wants to ensure that Eddie has proper

medical care abroad, if anything were to happen with him.


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16 || USER JOURNEY

1. SERVICE DISCOVERY

Teacher discovers Captain through social media targeting based on demographic, occupation, and browsing habits.

Users

Journey


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17 || USER JOURNEY

2. GROUP PURCHASE + REGISTRATION

Teacher plans a trip and signs up for Captain on the public website, http://captain.com.


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18 || USER JOURNEY

3. STUDENT + PARENT REGISTRATION

Students and guardians register on Captain's web application and begin using the platform to complete trip-related

tasks such as medical forms and conduct agreements.

Users

Journey


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19 || USER JOURNEY

4. PHYSICAL TECHNOLOGY

Before trip departure, students receive a physical kit in the mail, that includes a smart bracelet and travel tech

accessories to bring on the trip.

Users

Journey


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20 || USER JOURNEY

5. GETTING THE APP

When students receive the physical kit, it includes a group access code that can be used to download and register for

Captain's mobile experience, which will accompany travelers on their time abroad.


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21 || USER JOURNEY

6. BEFORE THE TRIP

Students can use the mobile application to configure their interest preferences, which will send them location-based

alerts during their trip. They can also view their countdown, itinerary, and other pre-trip items.

Users

Journey


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22 || USER JOURNEY

7. MOVING IN THE AIRPORT

While in the airport, the Loop smart bracelets can be used to provide alerts, while the mobile app is used to track

traveler locations to ensure that everyone stays together.

Users

Journey


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23 || USER JOURNEY

8. LEADER ALERTS

Group leaders can send message notifications to their entire group, so that everyone stays on the same page. Loops

include special alert styles for Leader Alerts.

Users

Journey


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24 || USER JOURNEY

9. GROUP PAIRING

When breaking off into small groups for adventures during free time, student travelers can use their Loops to easily

create paired groups that are tracked in the mobile app, making it easy for Leaders to check in on students.

Users

Journey


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25 || USER JOURNEY

10. PHOTO SHARING

Students can easily create geotagged photo streams that can be shared with fellow travelers as well as family members

back home, making it simple to hold on to memories forever!

Users

Journey


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06

BRANDING

Branding is an essential aspect of Captain, as the

company brand informs its identity and strongly

impacts the way the company is perceived.


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Branding Small Touchpoint:

Style Guide/ Brand Manual


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29 || BRANDING


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30 || BRANDING

Branding

Small

Brand Guide


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31 || BRANDING


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32 || BRANDING

Branding

Small

Brand Guide


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33 || BRANDING

Branding

Small

Brand Guide


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34 || BRANDING

Branding

Small

Brand Guide


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35 || BRANDING

Branding

Small

Brand Guide


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36 || BRANDING

Branding

Small

Brand Guide


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Branding Medium Touchpoint:

Student Pre-Trip Mailer Kit


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37 || BRANDING

THE STUDENT'S PRE-TRIP KIT

The Pre-Trip Kit is sent to each

student who has signed up via

email to go on the trip abroad

one month before the trip's

date.

The kit is intended to equip

students and parents with

the necessary supplies and

information needed for going

abroad, as well as preparing

the student and parent for

what the Captain process

entails.

Receiving the kit is the initial

student and parent interaction

with the brand.


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38 || BRANDING

1

2

The items within the kit are

crucial for the students going

abroad. The reasonings for

each item being featured in

the kit, as well as further

detail/explanation are given

on the following page.

2


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39 || BRANDING

1. The Pre-Trip Guidebook

2. "The Loop" Bracelet

3. Appliance Converter

4. Sim Card

5. Portable Battery Pack

5

4

3


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40 || BRANDING

STUDENT PRE-TRIP KIT ITEM INDIVIDUAL EXPLANATION

1. The Pre-Trip Guidebook

Informs the students what Captain is,

what is in the box itself, and informs

the reader what to expect within the

upcoming month before the trip. The

book includes packing tips currency

exchange advice, and other important

details that are helpful to know. The

book also informs the students to set

up their loop, download the mobile

app, and head to the website!

2. "The Loop" Bracelet

The bracelet is a piece of wearable

technology that informs and engages.

Students can use a variety of

gestures, and look at different light

patterns to become more safe, aware,

and engaged while abroad. The Loop

has many functionalities, which will

be discussed later in the book.

3. Appliance Converter

A converter is necessary while going

abroad, as the students while need to

use outlets to charge their electronics

(Loop, phone, etc.) while away.

4. Sim Card

A sim card is given to the students

to they are able to use their phones

and are free to use Captain while over

seas. Internet is not an issue when

this is taken care of in advance--

communication is much stronger.

5. Portable Battery Pack

Informs the students what Captain is,

what is in the box itself, and informs

the reader what to expect within the

upcoming month before the trip. The

book includes packing tips currency

exchange advice, and other important

details that are helpful to know. The

book also informs the students to set

up their loop, download the mobile

app, and head to the website!


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Branding Large Touchpoint:

3 Promotional Strategies


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41 || BRANDING

SOCIAL MEDIA: PROMOTION

In this age of gadgets and

technology, having a social

media presence is nearly

crucial for any brand. Captain

needs a social media presence

to gain public awareness/

acknowledgment, have the

ability to answer questions and

problem solve with customers,

engage with potential clients,

as well as submit an image

that gives Captain an essence

without having to SELL, SELL,

SELL.

All of Captain's social media

pages are bright, playful,

fun, travel-related, and are

intended to spark curiosity and

adventure within the viewer.

Twitter, Facebook, and

Instagram are the 3 social

media that Captain has--each a

little different.


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42 || BRANDING

SOCIAL MEDIA: MOBILE

Primarily Twitter and Instagram are used on mobile

phones. They are both informative, but are meant to

be pleasant, quick bits of content. The content posted

is not always directly selling the service, but rather

reinforcing the brand and leaving the viewer with

pleasant thoughts about the brand.

TWITTER

The Captain Twitter is used as a platform to engage

with users, answer questions, and provide quick bits

of either funny, relatable, pleasing short reads. It's

primary function is to interact with users.

FACEBOOK

The Captain Facebook is primarily a means of

providing existing users with information and longer,

more engaging reads. The content posted is more

directly related to Captain's service.

INSTAGRAM

The Captain Instagram is used primarily for aesthetic

purposes. It captures the beauty of Captain and

romanticizes the service, while still appearing

relatable to the general public.


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43 || BRANDING

SOCIAL MEDIA: DESKTOP

Facebook and Twitter are the two

social medias most frequently

used on a desktop or laptop. It is

necessary that both pages look

cohesive, yet have slightly different

feeds. The social medias were

constructed so upon navigation on

a desktop, the user can immediately

sense the Captain brand, while

getting a balance of information and

fun additional information.

HOW SOCIAL MEDIA

WILL GIVE CAPTAIN BUSINESS:

If returning users or potentially

interested users follow Captain on

social media, they are constantly

exposed to the brand, in a pleasant

way, that is non-pushy. This

exposure may lead the user to

consider Captain when organizing

group travel, or recommend the

service to a friend.


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06

SERVICE

Captain strives to provide its users with a service

that is intuitive, helpful, and practical. Captain

guides each user though every detail of their trip.


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Service Small Touchpoint:

The User Journey Map


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A group leader decides to plan a trip

47 || SERVICE

Kit

Parent ensures that students

pack the kit items.

Parent

Parent receives an email

from Service inviting them to

create a profile.

Web

Parent fills out consent

forms, emergency contact

information, and other

guardian-specific

information.

Mobile

Kit

Packing Kit arrives at

family’s home and includes

instructions for parent to

download mobile app.

Parent receives push

notification to make sure

student has important travel

documentation and a

reminder of the meeting time

in the AM.

Parent receives a notification

when their child’s Loop is

activated, letting them know

that they’ll receive status

updates throughout the trip.

Parent receives notification

when child passes through

checkpoint.

Group Leader

Web

Based on demographics and

browsing activity, social

networks will advertise

Captain to potential group

leaders who may be

interested in purchasing.

Web

Group leader purchases

service package and inputs a

list of group members and

their/their guardian’s email

addresses.

Mobile

Kit

Group leader receives his kit

and instructions for

downloading the app, plus

detailed instructions for

using the service while on

the trip.

Mobile

Group leader uses app to

send students and parents a

final push reminder that

night to remind everyone to

bring their travel documents

and to be on time the next

morning.

Mobile

Loop

Group uses app to confirm

that all students have placed

and connected their Loops

Group leader stands on the

other side of checkpoint and

watches as students are

checked off on the app as

their bracelets pass through

the checkpoint.

If Group Leader tries to move

away from the GPS

checkpoint before all group

members have checked in,

he receives an alert letting

him know that there are

missing group members.

Student

Student receives an email

from Service inviting them to

create a profile.

Web

Student submits Conduct

Agreement, Personal

Information Forms, and

Travel Documents as

appropriate.

Mobile

Kit

Student receives Packing Kit

and is excited to explore its

contents. He also receives

information about signing up

with the mobile app, which

he does.

Kit

Student recieves push

notification with a reminder

to pack important travel

documents and a reminder

of the meeting time in the

AM

Student packs all of the

travel accessories included

in the kit in their carry-on

luggage so they’ll have them

in transit.

Student places Loop on

wrist, and uses the mobile

app to connect the ID

number on the bracelet to

his profile.

Loop

Student passes through GPS

checkpoint, and the Loop

registers their arrival

through the checkpoint.

Loop

High School Campus

High School Campus

High School Campus

Airport Departures Drop-off

Terminal, Pre-Security

Ticket Counter, Pre-Security

3.75 hours to ↗

1 year 2 months

Night before departure

Morning of departure

10 months 1 month 4.25 hours to ↗

9 months 2 weeks 4 hours to ↗

7 months

for her students

A tour company is contracted to

Trip details are announced to

Signups close and a final list of

Forms and necessary documents are

Trip money is due, info meetings are

Final trip meeting is held; logistics

Group members and leaders meet at

Group members and leaders meet at

Group members arrive at the airport

Group members enter the airport

Large luggage is checked at the

manage transportation,

potential student members, signups

participants is assembled. Deposits

released by the trip leader:

scheduled and held, forms and

information is given to group

the school to do a pre-airport screen

the school to form carpool groups and

and gather as a team outside of the

terminal’s ticket counter area, pre-

baggage desks

accomdations, and activities

for the trip begin

for each member are collected by the

passport copies are due to Group

members + parents, and final

of baggage to ensure a speedy move

do a final check for necessary

security checkpoint area

security and are given boarding

tour company, students are told to

health forms

Leader

reminders of the Conduct Agreement

through security checkpoints

documents like passports

passes.

begin passport forms

immunizations

are given

Captain makes it easy to

insurance authorizations

collect these forms online.

permission forms

conduct agreements

passport copies

Captain makes it easy to

collect these forms online.



checkpoint.



checkpoint.

Mobile

Parents receive a notification

when the plane takes off and

when it lands at the

destination.



checkpoint.



checkpoint.


away from the GPS










their loops pass through the

checkpoint.


away from the GPS






Mobile

Group Leader sends a push

notification to students,

reminding them that they

have 5 minutes to return to

the departure gate.

Group Leader can see these

small groups form on

Captain’s mobile app,

making it easy for him to see

who has stuck with whom.

Group Leader stands at

entrance to the gate and taps

Loops with students one by

one as they enter the

boarding ramp to check

them in.

Students who fail to make

the meeting time can be

tracked and contacted

through Captain to check in.

If Group Leader begins to

move away from the current

location without checking in

with all travelers, Captain will

send an alert to remind him

that there are unaccounted

members of the group.






the checkpoint.






the checkpoint.


away from the GPS






Loop





Student receives notifcation

and hurries to the checkout

counter at the snack bar, and

returns to the gate just in

time

Loop

Small groups of students put

their Loops into pairing

mode and tap them together

to form smaller groups.

Students are contacted

If the Loop’s battery dies or

Student passes the Group

the paired phone fails to

Student passes through

Student passes through

Leader and they tap their

directly through the app–

connect to Captain’s servers

checkpoint, and the RFID

checkpoint, and the RFID

Loop Loops together to check in.

their Loops give them this

Loop chip in the bracelet registers

Loop chip in the bracelet registers

Loop

Captain registers this

alert.

on landing, the Group Leader

will receive an alert letting

their move through the

their move through the

him know that a student isn’t

checkpoint.

checkpoint.

connected to Captain.

Ticket Counter, Pre-Security Security Checkpoints Concourse, Post-Security Concourse Departure Gate Departure Gate Departure Gate Departure Gate Arrival Gate

Customs + Security Checkpoints

Terminal

Baggage Claim

3.75 hours to ↗ 3.25 hours to ↗ 2.75 hours to ↗ 2.75 hours to ↗ 2.5 hours to ↗ 75 minutes to ↗ 60 minutes to ↗ 15 minutes to ↗ ↗ 20 minutes after ↘

45 minutes after ↘

1 hour after ↘

1.5 hours after ↘

Large luggage is checked at the

Group members proceed through

Group members are recounted once

Group members walk to departure

Group members are told to return 15

Group members reconvene and are

Passengers are boarded. Group leader

Group leader walks the aisle of the

Flight departs the gate and takes off.

Group members gather as a team as

Group members pass through

Group members walk to baggage

Group members sort baggage and

baggage desks

security checkpoints and gather on

all have passed through security

gate and establish a seating area in

minutes before boarding begins, and

counted before lining up to begin

boards last, and before he boards he

plane and counts group members one

they exit the plane, remaining at the

customs and gather on the other side

claim as a group.

make sure all bags on the carousel are

the opposite side of the screenings

checkpoints

the terminal

are released to purchase food in the

boarding

asks the gate attendant to check the

more time before taking his seat.

arrival gate until all members are

of the security checkpoint. Group

distributed.

terminal

passenger manifest to ensure that all

present. Group members are counted.

members are counted.

Captain allows the Group


of the group members are already on


Leader to make this check

Leader to make this final

board.




with the mobile app.

check with the mobile app.

check with the mobile app,




so no need to pace the




airplane counting heads!



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Group members are counted before

48 || SERVICE

We began by mapping the current experience on a

whiteboard before translating it to a digital timeline.

HOW WE WORKED

This map of the air travel experience for

large groups served as the structural

basis for our project as we expanded

to include other components of an

international school trip. As the most

complicated duration of travel, we knew

that if we were able to understand this

piece, the rest would be simple.



checkpoint.



checkpoint.






the checkpoint.

Group Leader stands at

entrance to the bus and taps

Loops with students one by

one as they enter the vehicle

to check them in.

If Group Leader begins to

move away from the current

location without checking in

with all travelers, Captain will

send an alert to remind him

that there are unaccounted

members of the group.

Loop





Loop

Student passes the Group

Leader and they tap their

Loops together to check in.

Captain registers this

baggage and

the carousel are

Baggage Claim

Arrivals Pick-up

1.75 hours after ↘ 2 hours after ↘

moving outside the airport onto the

curb.




Group members board a tour bus or

public transportation.

The map is not a customer facing tool, but rather a research tool that we used to

understand our concept.


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Service Medium Touchpoint:

The Captain Website


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49 || SERVICE

THE BIG SELL

Captain's public-facing website and on-boarding portal are the first

encounters that prospective and new customers have with the company,

therefore they should be bright, engaging, and easy to navigate. Captain's

landing page offers the most relevant information on the service, in the

form of a simplified user experience journey and a callout on safety.


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50 || SERVICE

THE LONG SCROLL

Rather than dividing up vital

information on many pages, Captain

uses a single-scroll homepage

to present frequently requested

information most prominently and

direct visitors towards the sign up flow

as quickly as possible.


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51 || SERVICE


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52 || SERVICE

WELCOME ABOARD

The sign up flow for Captain is configured to be as simple and

seamless as possible, to maximize the customer conversion rate.

A vertical tab system allows panes to slide across the screen

in order to reveal sets of form fields, organized in manageable

chunks. Because Captain autosaves process, Group Leaders can

pick up right where they left off any time.

The first task is to collect user login information, so that progress can

be saved, and educator's email addresses can be collected for future

communication. Already, Captain has configured a base quote determined

by the Call-to-Action form near the footer of the landing page.


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53 || SERVICE

In order to ensure accurate service around the world, Captain needs

more details about the trip, including a city-by-city itinerary and an exact

headcount of students who'll be attending.

Before Captain can register student accounts to begin the form collection

process, the Group Leader must submit traveler details for each student.

To expedite this process, Group Leaders can download an Excel template,

fill in the data, and then upload the file directly into Captain.


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54 || SERVICE


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Service Large Touchpoint:

The Captain Web App


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55 || SERVICE

TAKING CARE OF BUSINESS

Once the Group Leader purchases Captain for her trip, students

and parents are invited to register for the web application,

where they can submit all of their forms and documentation

electronically. There are several key benefits to this, but the

biggest is that online record-keeping can be accessed worldwide,

without the need to track paper files.


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56 || SERVICE

Group Leaders can get a comprehensive overview of the collected forms

and documents from their dashboard, making it easy to see who's on

schedule and who's falling behind!

Documents like Passports and insurance cards are stored securely in the

cloud, where they can be accessed worldwide in case of an emergency.


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57 || SERVICE

Students who log into the dashboard are greeted with an overview of

tasks that they need to complete, with an overall progress meter to

encourage them to turn in their forms!

Certain forms, like medical information questionnaires can be filled

out electronically, while other documents like insurance cards must be

scanned or photographed and then uploaded.


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06

INTERACTION

The interaction portion of Captain is essential

so all parties are fully connected, engaged,

organized, and safe.

Interaction Intro


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Interaction Small Touchpoint

The Loop (Bracelet) Gestures


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61 || INTERACTION

THE LOOP

During your trip, each traveler’s experience is tied to

The Loop, a mobile-paired wristband. It sends them

notifications and facilitates group interaction, giving

each traveler a personalized experience every day.

Notifications

The Loop will let each traveler know when you send a

message to the group, so they’ll always have the latest

updates.

Engagement

The Loop will send a notification to each traveler when

they’re near a point of interest that they might enjoy.

Interaction

Travelers can link their Loops together to form small

groups and check back in at the end of the day.

Safety

If a traveler finds themselves in a compromising

situation, the Loop sends an emergency alert to their

group and to the local authorities.


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62 || INTERACTION

SIGNALS

The Loop features a ring of

colored LED lights that configure

in a variety of ways to inform the

users of different information

Red lights flashing in a loop inform the traveler that their

Group Leader has sent an alert to the travelers, and that they

should check their phones.

Red lights blinking simultaneously indicate that the

Loop is in emergency mode. An alert has been sent to the group,

and a second alert will be sent to the authorities, if not dismissed.

White lights flashing in a loop informs the traveler that

their Loop is actively in group linking mode.

A few constant white lights indicate you have joined a

smaller group--the number of lights corresponds to the number of

travelers in the small group.

Blue, green, or purple lights that flash in a loop

activate based on the interests that the traveler had listed in their

profile page, and the users proximity.


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63 || INTERACTION

GESTURES

The Loop has a GPS, a gyroscope,

and a hidden button on its side.

Shake wrist back and forth in order to dismiss a

notification or alert.

Press button on the side of the Loop to initiate

group formation mode.

Tap Loops together to form a group while group

formation mode.

Press button on the side of the Loop twice to ungroup.

Alternatively, the groups automatically disband when members

step out of range.

Press and hold down the button on the side in order to

send and emergency alert to your group. Triple tap to expedite a

call to the authorities, or wait another 10 seconds and they will

automatically be called.


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We'll keep you in the loop. ..


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Interaction Medium Touchpoint:

Mobile App: Interactive, Engaging Features


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65 || INTERACTION

CAPTAIN, THE ULTIMATE TOUR GUIDE

The Loop isn’t just about security and GPS tracking. It also offers the

students an entirely new way to customize their experience and engage

with others while abroad. Students can choose what sites and attractions

they want to be made aware of when they are exploring, and can choose

the way they receive those alerts. Students will not only experience how

different cultures can be abroad, but will also experience moments when

their personal interests are featured under an entirely new cultural lens.


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66 || INTERACTION

WHAT DID YOU DO OVER THERE?

Captain wants students to be excited about everywhere they

have been, and everything they have seen. The mobile app

allows the students to show off the exciting things they have

found during their time abroad, and curates the photographs

into a collaborative archive of experiences--each photo

automatically tagged to the place where it was taken. Additionally,

the app provides a visualization of everywhere you have

driven through or explored while abroad.

Interaction

Medium

Student to Student App


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Interaction Large Touchpoint:

Mobile App: Organization, Safety Features


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67 || INTERACTION

Being responsible for 54

teens in a foreign country is no

walk in the park...

but with Captain, it can be.

Interaction

Large

Leader to Student App

(literally)

CAPTAIN ALERTS

Captain takes care of a bulk of the work for our dedicated

teachers. Nasty weather? Captain give you a heads up on the

dash screen, and even suggests alternate rainy day activities.

Captain will send automatic alerts, or “Captain Alerts” to

students too--so teachers don’t have to. Captain will make

sure to remind everyone about that raincoat.

Student


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68 || INTERACTION

CHECK THIS OUT

Roll call has never been so easy with Captain’s checkpoint

system. Group Leaders can easily create checkpoints, with

detailed information about times, dates, and places, and gives

teachers the option to write a personalized alert to the students

right then and there--without having to switch over to the alert

screen (Captain knows teachers aren’t the biggest fans of

repeating themselves). Once the checkpoint goes live, the app

gives teachers a run down of everyone who has checked in, with

the help of their loops, and those who are missing. There is an

option to send an alert to those who are missing, and to also

locate them on the map.


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69 || INTERACTION

GROUP LOOPS

The Loop offers an easy way to track students when they go

off on their own during free time. Instead of seeing 54 heads on

a map, the group mode shows a condensed version of the whereabouts

of the students, and lets the Group Leader know that they

are with a friend, safe, and accounted for. Captain recognizes

whenever students form a group, and will only send the students

in the group a notification when you tag the group letter in

an alert. There is no need to remember group names and

members--students can easily switch groups from day to day.

This flexibility allows students to interact with everyone on their

trip. Teachers can also send alerts to the parents back at home .

Student

Parent


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Amanda Jones - Branding

Small, Brand Guide

Medium, Physical Kit

Large, Advertising Strategy

Lucia Boehling - Interaction

Small, Loop Gestures

Medium, Student-to-Student Mobile Interactions

Large, Leader-to-Student Mobile Interactions

Sam Linville - Service

Small, User Journey

Medium, Public Website

Large, Web Application


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Final Captain Book

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