Where Waiting Turns into Adventure
UX Case Study
Check Point
Airport Assistance Kiosk
Team Project
Fares Al-Jadaani
Sunny Badrawy
Minh Le
Natalie Reyes
Jingwei Shi
My Responsibility
Data collection and analysis
Figma prototyping
User testing
Tools
Figma
Overview
The Check Point Kiosk meets the needs of elderly travelers who often arrive at the airport early and are unsure how to spend their time. Rather than waiting idly at the gate, our service creates personalized leisure plans to enhance their airport experience.
Tap the screen or click HERE to test the Check Point Kiosk
Problem Statement
Many elderly travelers arrive at the airport well in advance of their scheduled boarding time, but for various reasons, they opt to head directly to the gate and sit on benches, scrolling through their phones until boarding.
Elderly travelers often wait near the boarding gate for extended periods
Goal
To find a solution to help more elderly travelers arrange reasonable airport leisure plans.
Design Process
1. Research
Research the problem space
Research the user
Map current state
2. Design
Generate ideas
Map future state
Creat lo-fi prototype
Create playback
3. Create
Design the experience
Build hi-fi prototype
Test
Iterate & refine
Create final playback/blueprint
Research
In order to gain a deeper understanding of the airport experience for elderly travelers, we conducted interviews with 5 seniors who were all above the age of 65. Prior to the pandemic, those individuals traveled an average of more than twice a year, and they represented different nationalities and backgrounds.
Pain Points
Through our interviews, we found that most elderly travelers arrive at the airport at least 2 hours before their boarding time. While they have an interest in activities like dining, shopping, and enjoying cultural performances, they usually head straight to the boarding gate after going through TSA. They sit on a bench, use their phones, and limit their exploration to nearby shops due to fears of being slow, getting lost, or inconveniencing others.
As-is scenario Mapping
Need Statements for Senior Travelers
Competitors
To understand whether the services currently available in the market meet the needs of elderly travelers, I compared different international airports and elderly companion services. While many airports and travel agencies offer amenities or companion services to assist elderly travelers, many still hesitate to use them, fearing they will be seen as “weak”, inconvenience others, or delay their trip.
User Persona
Empathy map
Let’s see how Check Point Kiosk could improve Barbra’s airport experience
Features of the Check Point Kiosk
Navigation
Knowing the right directions at all times is the first step in encouraging elderly travelers to explore the airport. Check Point Kiosks will be available at multiple locations throughout the airport. Travelers can scan their boarding pass to find the best route from their current location to their destination and can then print or transfer that information to their phone.
Planning
Travelers can take advantage of the amenities around them and explore restaurants and shops according to their preferences. The Check Point Kiosk will update the route promptly based on users’ plans.
Customizable Schedule
For every activity chosen by the user, the Check Point Kiosk will provide an average duration that people typically spend on that activity. The user can then adjust this duration based on their own circumstances and preferences.
Seeking Help and Protecting Privacy
If the user requires walking aids like a wheelchair, they can simply click the designated button on the interface. Within a specific timeframe, the wheelchair will be promptly delivered to the requested location. Even if the user is unable to complete the logout process before leaving the Check Point Kiosk, there's no need for concern. The system will automatically log out user information after a period of inactivity or when no one is detected in front of the screen, ensuring personal privacy.
With Check Point Kiosk, Barbara can
Not to be a burden, but an intelligent help-seeker
Fully enjoy her leisure time
Have more food/shopping options
Always know the direction and time
Be more confident and independent
To-be Scenario
Barbara's “Expected” Journey Map
User Testing
We invited 3 elderly people to participate in prototype testing, two of whom had participated in the initial interview before, and one was completely unfamiliar with this project.
What People Are Saying
“I always have trouble finding things, which is why I go to the airport early, especially when I am alone. So it’s nice that there is something that can help show me directions. I do have some difficulty using new technology and the idea of learning something new is a bit intimidating. ”
—Barbra 2
“Personally I don’t depend on my phone to keep track of my time and know where things are. I don’t like using technology a lot. I usually arrive with a printed boarding pass. But for somebody who is tech savvy it will be great. I don’t usually use devices. I keep track of the time on the watch.”