Easy Check-in

Client Brief

The existing issue with airport check-ins becomes apparent when examining peak seasons or major airports across various states. The duration required to navigate the entire process often exceeds the inherent efficiency of the process itself. This extended timeframe is depending on factors such as the person ahead of you, various service systems, and security checks, all of which are beyond our influence. Therefore, I will now concentrate on identifying ways to improve user experiences, particularly in relation to security measures.

Goals

Identifying the problems in current airport scenario and providing solution to enhance the experience.

Design Process

Research

Initial research to understand the existing user flow.
Research on missing features in the current market trend.
Research on the information required for travelers.
Understand the experiences and pain points of people.
Understand the user flow of individuals tasks.

User Survey

What is the most important factor you take into consideration once you get inside airport ?

Persona

Harish Kumar

Age: 29

He is a frequent traveler who loves to explore different cities around India. Mostly he prefers flight to reach the most destination to save his time while traveling because of his business.

Pain Points
The airlines are different whenever he travels, so he uses multiple applications to process the web check-in.

Even after processing web check-in, he has to stand in long queues to get the boarding pass. Carrying luggage and holding ID proof for verification is not an easy task.

Getting the status of my flight is frustrating if there is any delay. Then I have to look at the updated screen at the airport to check the running status of the airline.

Goal

Easy and effective check-in process avoiding queues.

Easy access to baggage drop and digitalized verification.

Providing all in one interface.

Rajkumar

Age: 59

He is a retired government employee who often travels by flight to visit his daughter settled in Mumbai. Whenever he travels, he performs web check-in with the help of his son to streamline airport processes.

Pain Points

Using mobile applications is challenging for web check-in because I have to find the right icons every time to complete the task.

Understanding or recalling the interface for infrequent tasks is also difficult. Contactless check-in is lacking at airports even after completing web check-in through a web or app.

Receiving updates at the airport when time is very short creates emotional distress until I complete the boarding process.

Goal

Stop being in a tension to complete the boarding process.

Being more concerned about flight information and on time update.

Easy access to complete the process.

Empathy Mapping

Problem Definition

How might we enable easy check-ins that not only facilitate safe and informed air travel for travelers but also establish it as the new system?

Objective

To design a universal contactless check-in application that enhances the user experience by providing comprehensive information, including flight status and other essential details.