The extended comfort. Analysing the flight journey through a design-oriented approach.

The study of passengers' comfort on an aircraft is a research field that, has been able to accommodate both quantitative contributions, deriving from disciplines such as ergonomics, and qualitative contributions coming from product design. In recent years, design research has also focused on experiential and perceptive aspects, considering disciplines such as Interaction Design and User Experience. In the first instance, the paper aims to systemize the different design-oriented approaches that generated a complex map based also on the support of visual narration. In the map the flight experience is treated as if it were a service, analysing the entire customer journey to highlight the most critical issues. The methodological steps, based on the analysis of the activities, as well as those based on the optimization of the components, are then integrated into a holistic vision. The system has been created on the basis of case studies drawn from aircraft currently in service and from still embryonic concepts, capable of providing useful categories of analysis. The paper ends with the application of the map to an application study case: the CASTLE project (CAbin Systems design Toward passenger welLbEing).