Self Bag Drop
Redesign

How might we minimize the time passengers spend at the self-bag drop kiosk to create a faster and more efficient airport experience?

Year
2024

Product
Airport

Discover

Problem

The airport ground operations team reached out to the design team to improve the passenger experience of the Self-Bag Drop kiosk. The current process requires too many steps, leading to friction and inefficiency particularly given the volume of passengers at Terminal 3.

Airport Field Research

Conducted observations at NAIA Terminal 3 to identify passenger pain points while using the Self Bag Drop Kiosk. The research focused on measuring how much time passengers spent at each step, which parts of the process took longer, and whether any confusion or emotions emerged during their interaction with the kiosk.

Define

Existing Kiosk

The current kiosk was originally developed by an external vendor, which meant that the internal design team had limited involvement in shaping its user experience. As a result, several usability issues emerged over time, since the design was not fully aligned with the unique needs of our passengers.

Affinity Mapping

We had the opportunity to conduct the research ourselves, which allowed us to take a closer look at the different pain points passengers experienced. During a collaboration with the team, we organized these findings through affinity mapping, sorting issues into categories such as software-related challenges, hardware limitations, and on-ground operational aspects.

NAIA Terminal 3 during our field research

Design

Iterations

Throughout the checkpoints, I worked closely with the airport ground operations team as my main stakeholder. Based on their feedback, I explored design iterations that focused on simplifying the self-bag drop process by reducing the number of steps and refining the copy to make the experience clearer and more intuitive for passengers.

Final Design

The final design was handed over to the Airport Team. But, it has not yet been developed, which is why the kiosk at the airport remains outdated. Because of this delay, we have not had the opportunity to do a usability testing with actual passengers.