ReClaim

Cloud 9 x Delta | Experience Design

Overview

The new and improved baggage claim system that values the security of your belongings and your time. With the input technology assumptions of RFID standardization and Omni-Directional wheels, your bags are now going to you, instead of you going to your bag.

Class: Interactive Studio | Sponsored by Cognizant

Spring 2024, 3-month project

In collaboration with

Danielle Barnard: UI development, presentation graphics

Emely Castro: CAD modeling, renders, 30-second video

Arya Kirpekar: Presentation graphics, 2-minute video

My contribution: Physical model-making, CAD modeling

Danielle loves to travel

Danielle loves to explore

Danielle doesn’t want to feel limited by what she can and cannot bring with her.

Let's look at how Danielle's journey differs with and without a checked bag






With a checked bag…






Without a checked bag

Bring home with you. Bring travel home.

When you check in a bag, you're able to

From our research…

The 3 biggest pain points
in the airport journey

Baggage Claim

Waiting

Wayfinding

  • "Checking in bags was the worst thing ever. It took forever."

  • "More anxiety if the bag is not directly on her. would rather lug it around herself than have to check it in."

  • "[I don't like] Not knowing the wait time of TSA, like real time waiting time. I wish that there is a way to view if the airport is busy at the time I am going."

  • "Lack of direction can be very confusing."

  • "[My biggest pain points] definitely locating kiosks/ bag check at the beginning of the airport, accurate TSA wait times, and navigation of airports I don't know well."

Deplaning

Boarding the Plane

Waiting in TSA

Baggage Claim






Traditional Airport Process

Let's look at the emotional journey throughout the airport process.


The anxiety starts in the TSA line with many unknowns. Then continues into the boarding process, where they have to stow their carry-on in the overhead bin. During deplaning, it's a struggle to get that bag back. Then, there's baggage claim, where MANY issues arise.


Here's a look at the overall consumer journey map, expanded on the baggage claim portion that brings about uncertain wait times, and worries about your belongings.


So with baggage claim,
How can we change a process that hasn't been improved since its invention in the 1960's?

So we asked ourselves

How might we

Create a seamless and efficient baggage claim experience that prioritizes

The value of their time

The safety of a traveler's personal property






Introducing

The new and improved baggage claim system. Now, your bag is coming to you, instead of you going to your bag.

30 second commercial video:

So how did we get here?
Why should this be implemented?

After conducting research, we came up with 3 key insights

Design Opportunity

After thorough analysis of our research, we created concepts and selected 3 that provided the most design opportunity to move forward with






Initial Concept

  • You just got off your plane and you head towards baggage claim…

  • Your bags are still coming off the plane. Estimated time: 10 minutes

  • Your bags are still coming off the plane. Estimated time: 10 minutes

  • Your bags are ready! Proceed to kiosk and scan

    your boarding pass.

  • You got your bag! Now you can go relax and enjoy the rest of your day!






Phone UI setup

Hi ______________ ,


CLAIM 3

Retrieve bag in 15 minutes.

OPEN PASS

Hi ______________ ,


CLAIM 3

Bag is ready!

Scan pass at kiosk now.

OPEN PASS

CLAIM 3

Scan pass at kiosk now.






Kiosk UI setup

SCAN YOUR PASS

TAP TO BEGIN

Hi ______________ ,


Come back in 8 minutes.

Please step aside.


Got it!

Hi ______________ ,


Your bag is on the way!

Please wait here.

Hi ______________ ,


Thank you for traveling with Cloud 9 Airlines!






What we had the users do…

User brief

Walkthrough using phone or boarding pass

Scan pass at kiosk

Retrieve bag






What we found out…

Users focused on their phone screen more than the kiosk information.

People enjoyed that their bag was secure and out-of-reach of other passengers

People enjoy knowing how long their bag will take to arrive

Now it's time to test it out - Round 1:

We realized we were testing user’s ability to scan a QR code rather than their ability to understand the UI. Here are some notable interactions:

This user scanned as if it was Apple Pay

This user scanned in the wrong location / didn't see the scan
area.






What we had the users do…

Receives notification!






What did we do differently?

Round 2:

UI Testing

View app and information it provides

Navigate to baggage claim

Utilize the kiosk and app to retrieve luggage






Updated UI

MY TRIP

LGA > ATL

Arrival 10:20am

FLIGHT#

CL043

CLOUD9AIRLINES

APRIL 01, 2024

CLAIM AREA

S3

BAG#

CL0123456

Help Center

Track My Bag

Hi ______________ ,


X X X X

WAITING TIME

15 MINS

Estimated 10:35am

MY TRIP

LGA > ATL

Arrival 10:20am

FLIGHT#

CL043

CLOUD9AIRLINES

APRIL 01, 2024

CLAIM AREA

S3

BAG#

CL0123456

Help Center

Track My Bag

Hi ______________ ,


X X X X

WAITING TIME

2 MINS

Estimated 10:35am

MY TRIP

LGA > ATL

Arrival 10:20am

FLIGHT#

CL043

CLOUD9AIRLINES

APRIL 01, 2024

CLAIM AREA

S3

BAG#

CL0123456

Help Center

Track My Bag

Hi ______________ ,


X X X X

WAITING TIME

Arrived

Scan at kiosk

MY TRIP

LGA > ATL

Arrival 10:20am

FLIGHT#

CL043

CLOUD9AIRLINES

APRIL 01, 2024

CLAIM AREA

S3

BAG#

CL0123456

Help Center

Track My Bag

Hi ______________ ,


X X X X

WAITING TIME

Arrived

Scan at kiosk

Your bag is on the way!

In order to make them feel like they checked in a bag, we took their phones as their "luggage."

Revamped the UI interface with more details

Started the test away from the kiosks so they had time to process the information given to them.

Gathering all of this, we refined and developed the final concept.

Bring home with you. Bring travel home.

How it works storyboard:

Physical model:

Thanks!

Special thanks to:
- Our sponsor, Cognizant
- Our professor, Noah Posner
- MJ at Delta

Let's connect!