After a positively maddening experience at the airport I decided to not just bitch about it but to think about it.

It is a hard-sell to get business to understand the value of experience design.

One of the biggest problem spaces I think is in transport.

I took the liberty of looking at the self-check in process I saw and have provided a solution.

This is just a first stab at the problem and I will be looking into more when I get a chance.











1. There is often an absence of clear signage since the spaces are fluid small placards are used.

2. Traditonal snaking lines imply traditional queue behavior, this allows for customers to shuffle about and rummage through luggage and engage in other potentially time wasting behaviors.

3. If the flyer in the front od the queue is not vigilant, the line backs up. This can be problematic for flyers who do not read English and therefore cannot read instructional signage and infrequent fliers unaccostomed to self-service check in procedures. In addition, Western cultures tend to queue and do not tend to approach podiums until told to do so by an authority figure.

4. Kiosks will jam up if a flyer is waiting for their bag to be checked or is requires interaction with a service agent. North Americans also have a large personal space zone so they are unlikely to approach a vacant kiosk should someone be standing within 2 feet of it.











Suggested Changes

1. Signage improvement - add large overhead signage that will still allow for fluidity of space but be large enough to read.

2. Remove the lines, creating clustered pods of self-serve check ins in circular formation allow for privacy and provide a clear visual differentiation of this space compared to the traditional check in line. Flyers will be unlikely to linger in this space or resort time wasting activity.

3. Employ service agents on hand to collect baggage and answer questions. Agents should also be one hand in the kiosk space to provide assistance.

4. Employ one or two ID check stations, the boarding pass should be in an "inactive" state should the flyer accidentally bypass this check.





User Goals

To collect boarding pass as quickly as possible

To hand over baggage to airport personnel

To have service agents on hand should problems arise

Business Goals

Keep costs dpwn by employing less service staff

Reduce number of complaints and need for additional staff

Other Factors

Airport space is limited

Use exisitng floor space

Security Measures vary at airports