A solution for baggage delay issues
to ensure convenient travel experience
PROJECT CONTEXT
UX design challenge
A project was a part of a UX design challenge with a tight deadline. Through a combination of user research, wireframing, and prototyping I delivered a solution that addresses the specific problem statement and meets user needs
Designed in 4 days, June 2022
Solo project
PROJECT BRIEF
How to deal with baggage delays?
European Airlines are committed to providing excellent customer service, even in cases of delayed baggage. As a UX designer, your task is to design baggage delay reporting process
SOLUTION
The app with baggage online tracking
Process
EMPATHISE
What is people’s “delayed baggage” experience?
Waste of time near a baggage carousel expecting for bag, which is delayed
Additional time spent in the Claim Baggage Office filling long forms
The most critical point: when the bag is transfered from one point to another, especially during a short connection
Although I had no time to conduct any user research, I dove deeper into this problem on Reddit to see what people were saying
DEFINE
Who is the user?
Since there are so many different passengers, I decided to narrow down to one user. I wanted to understand the context of who this person is, her pain points
age 30+
employed
has kids
takes vacations on holidays
plans travel well in advance, according to school calendar
Pain points:
needs to be concentrated, organised, and keep in mind a lot
it’s hard to stand in line with kids for a long time, especially after couple flights
gets interrupted, hard to focuse on filling long forms
IDEATE
What should the journey look like?
Ann has just booked four 1stop tickets for a family vacation, she gets an email from European Airlines with confirmation and advise to install airlines app with a baggage tracker
She goes onto the app seandes a flight information and how many bags are included
On a flight day she gets a reminder about a possibility to track her baggage during a trip
Sitting on a second plane she gets a notification, that one of her bags is delayed, but she can set up a bag delivery in an app during flight, without visiting a Lost Baggage Office after landing
Ann is upset about the bag but filling an information about luggage was easy, because all passenger and flight information is already in the system
She can track a delayed bag’s delivery process
What does the app flow look like?
The following flow was designed to help articulate how a user would move throughout the app and reach goals
Assumptions for this project
The company uses RFID technology. RFID tags can be embedded in bag tags and track luggage in real-time, readers reading tags via radio waves
There is an internet on a plane, airline may sent information about luggage during flight
Reflections
Working on this project within the constrained timeframe of the UX design challenge allowed me to exercise my creativity and problem-solving skills.
I was focused on simplifying the process, minimising steps in dealing with baggage delay issues, and kept users informed throughout the resolution process.
Overall, the project was a great learning experience, and if given more time, I would dove deeper into user research and usability testing to refine the design further.
Thank you for reading!
For more work inquiries, or to grab a coffee do email me at oliinyk.liuba@gmail.com
