Co-designing Prototypes for User Experience and Engagement in Automation: Case Study of London-based Airport Future Workplace

Here we present a case study to explore the implications of the co-design of future autonomous technologies for user experience (UX) and engagement. Given the high demand for automation in daily life and workplaces, there is a need to assess the value of co-design with the end-users to evaluate users’ experiences and engagements in multiple contexts such as work, health, entertainment, and learning. The term automation in this paper also covers some of the so-called AI or more sophisticated automation. This case is driven by a member of the innovation department of the airport and UX researchers. Our main objective was to employ participatory design and work domain analysis (WDA) as a means for co-designing future automated systems for smart work in airport terminal operations. Over two weeks in two workshops in a London-based airport, we used participatory design and scenario-based design methods to explore how and where we should draw a line between end-user agency and automation to improve the work experience supported by automation in the future workplace. Users’ experiences such as sense of control, welfare, and social sustainability were assessed. Our findings will be used for creating prototypes and demos for the airport of the future. We also came with a framework for designing prototypes and selecting new systems for redesigning the workplaces.