Scenario: Airport Customer Relations Management System

A local airport has recently upgraded its infrastructure to be able to accommodate international

flights. Airport management is expecting an influx of tourists. To ensure the all$-$round success of

this new endeavour, a heavy emphasis is being placed on keeping visitors to the airport as

satisfied with the airport and its amenities as possible. To aid in maintaining good customer

relations, the airport has decided to invest in the development of a new Customer Relations

Management System, which would be accessible online via kiosks strategically placed around the

airport as well as a downloadable mobile application.

The new system is envisioned to offer customers the following:

$1.$ Information: updates on flights, airport amenities and services available at the airport;

$2.$ Navigation capability: GPS navigation to various amenities and boarding gates;

$3.$ Instant connection to medical and ambulatory services for any medical emergency.

You have been awarded the contract for the development of the Airport Customer Relations

Management System. At the contract signing, you heard a rumour that one of the executives is

known for being indecisive and therefore changes his mind frequently. He is also responsible for

ultimately signing the new system into operation, so as far as possible, you will need to

accommodate his changes. In the same breath, you have been told that should you deliver this

system earlier than anticipated, you will receive a sizable bonus. The one thing, though, that has

been constant in all of your communications with the various stakeholders is that due to the size

of the investment in the project, there is no room for failure, and the system has to be at the top

of its class.

Assume that the following business rules are in place:

$$ One passenger can request the location of one and only one amenity at a time.

$$ It is possible for a passenger to have multiple flights departing from the same airport and,

as such, can view multiple flight bookings.

$$ One passenger can experience multiple medical emergencies and, as such, can request

medical assistance multiple times.

Q$\mathrm{.}3\mathrm{.}1$ Create an Entity Relationship Diagram that will represent the business rules

presented at the beginning of the question. Include at least three attributes for

every entity. Also, indicate the primary keys for each entity.

$(23)$

Q$\mathrm{.}3\mathrm{.}2$ Select one functionality offered by the Airport Customer Relationship

Management System. Then, propose interfaces for the use of that functionality.

Any software can be used to create the interfaces. Include screenshots of the

interfaces in your design.

Once you have designed the interfaces, discuss how you addressed the following

concepts in your designs:

$$ Usability

$$ Visibility

$$ Affordance

$(22)$