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(Re)designing Baggage Claim

Service Design & Prototyping

 

 

 

RETHINKING BAGGAGE CLAIM

BACKGROUND

Most people would probably agree that going to baggage claim at the airport isn't exactly fun. The experience is often associated with feelings of stress, anticipation, and a lot of idle time. How might we address some of these challenges and create an experience that is more positive and efficient?

GOAL

Prototype a baggage claim experience that includes digital touchpoints

 

ABOUT

Team: Amber Murray
Advisor: Chris Risdon
Timeframe: 5 weeks, 2016
Skills: User Research, Business Origami, Ecosystem Mapping, Storyboarding, Prototyping, User Testing, Service Design


EXPLORING THE PROBLEM SPACE

What is the baggage claim experience like?

We went to the airport to observe and talk to travelers and airport employees about their experience

We used business origami to map the current experience and help us understand traveler needs

We started getting a better understanding of all the components of the ecosystem

From there, we began to see opportunities to improve the experience

How might we enable travelers to..

  • make better use of idle time in the airport and around the carousel?

  • have more positive and engaging interactions with other travelers?

  • experience increased transparency and understand where their bags are at all times?
     


IDEATION

Playing with Paper

We came up with ideas based on our opportunities and used business origami and storyboarding to test out different configurations of our ideas


PROTOTYPING

Crafting New Touchpoints

We made prototypes of

  • Monitor-based screens (digital)
  • App-based screens (digital)

  • Luggage and luggage tags (cardboard & paper)

  • Baggage carousel (foam core & paper)

 

 

 

 

 

 


USER TESTING


FINAL PROTOTYPE

We used the feedback we received to further refine our prototype

Service Storyboard

And we crafted a story of what a supportive and engaging baggage claim experience could be like