Product case · 9 / 13
Check-in, changes and the cart, on a kiosk
Product note. Organizations, dates, private data and implementation details are omitted.
The problem and the decisions
I led the redesign of the app and the airport machines across four things people do in a hurry: checking in, looking at your trip, changing a flight, and buying the extras that come with a seat.
A kiosk is an unforgiving place to design. There is a queue behind the person, no keyboard they trust, and no second attempt. If the screen is unclear they walk to the counter, which costs the airline the thing self-service was built to save.
Checking in got 40% faster, and more people finished buying the extras. I also left the team a way to show two versions to two groups and keep the one that works, so the next decision would not have to be argued from opinion.
What it was built with
What I did
What I learned
Self-service is only self-service if the person finishes. Every screen that sends someone to a human counter is a feature that did not ship.