RETHINKING BAGGAGE CLAIM
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?
Prototype a baggage claim experience that includes digital touchpoints
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?
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
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)
We used the feedback we received to further refine our prototype
And we crafted a story of what a supportive and engaging baggage claim experience could be like