Date of Award


Document Type


Degree Name

Doctor of Philosophy (PhD)


Computer Engineering and Sciences

First Advisor

Lucas Stephane

Second Advisor

Debbie Carstens

Third Advisor

Richard Griffith

Fourth Advisor

Marius Silaghi


Passenger experience has been a recent focus of many airline industries. Airline manufacturers and businesses have noticed that in order to stay sustainable in the competition of the market, they need to understand passengers’ needs. Passenger experience, however, is a broad concept that requires more effort to understand. This research is an attempt towards understanding passenger experience and suggesting a framework toward enhancing it in long-haul flights. We consider an activity-centric approach toward redefining passenger experience and evaluating it. In addition, we employ Human-Centered Design (HCD) methodologies to grasp a better understanding of passengers’ perceptions of those activities. HCD is an approach toward designing products, systems and services that improve safety, efficiency and comfort by considering users from the very early stages of design process. This research also applies the Design Thinking processes; DT consists of five main steps; define, understand, ideate, prototype and test. Design Thinking along with HCD approaches will help us to incrementally understand passenger experience by eliciting passengers’ points of views and by synthesizing those requirements into designing of an integrated solution, a seat concept. The new solution will also be modeled and modified in several testing and iteration steps in order to improve the design, usability and experience of it.