Service design and app for airport travelers that allows them to collect their bags more effectively in conjunction with booking rideshares.

1. Airline Arrivals
Billy King

2. SCENARIO
A passenger arrives at SFO and needs to be reunited
with her checked bags.

3. ASK
Redesign the baggage retrieval experience,
because this happens...

5. ASK
...and it sucks for travelers.

6. #overheardAtSFO
“Why does it take them so long to figure out how to
get the bags here?”
*expletives deleted

8. STEP 1: STATUS QUO
What does the current baggage experience look
like?

10. THE REAL ISSUE:
There are two independently
moving bodies that are
inconvenient to travel together,
yet need to arrive at a final
destination at the same time in
the same place.

11. TWO MOVING BODIES:
Could we incentivize passengers to take their
bags through the airport and check plane side?
Would they choose that option on its own for a
discount?
How would we know passengers have retrieved
their bags?

12. TWO MOVING BODIES:
Could we incentivize passengers to take their
bags through the airport and check plane side?
Would they choose that option on its own for a
discount?
How would we know passengers have retrieved
their bags?
Could we create a customized/programmable
luggage tag for passengers to boop?

13. INCONVENIENCE OF TRAVEL:
Could we incentivize passengers to take their
bags through the airport and check plane side?
Everything goes through screening anyway.
Elderly and disabled people can’t navigate
airports well even with no bags.
Hypothesis: giving passengers the option to
check and retrieve all bags plane side can reduce
the load on baggage infrastructure.

14. ARRIVAL AND FINAL CONTACT:
We all get stuck in queue bunched together at the
same baggage carousel and fighting over each
other to grab bags that may/not even be ours.
It sucks to see 12 baggage carousels and not
have any flexibility about where they go. This
creates congestion and delays.
Can my bag show up at the most convenient
place for me to snag it and exit the airport as
quickly as possible?

15. ARRIVAL AND FINAL CONTACT:
We all get stuck in queue bunched together at the
same baggage carousel and fighting over each
other to grab bags that may/not even be ours.
It sucks to see 12 baggage carousels and not
have any flexibility about where they go. This
creates congestion and delays.
Can my bag show up at the most convenient
place for me to snag it and exit the airport as
quickly as possible?

16. #overheardAtSFO
“They herd us through here like sheep and then
make us wait for them.”
*expletives deleted

17. #Goals
Reunite the passenger with her bag as efficiently as
possible.

18. #Goals
Reunite the passenger with their bag as efficiently as
possible.
#realGoalsIRL
Reunite the passenger with their stuff and get them
out of the airport as quickly as possible.

19. NEW EXPERIENCE:
Could you choose your drop-off point? Or have an
algorithm choose the best one for you based on
your bag check preferences and security queue
lengths?
Could your baggage assist you by arriving to a
less traffic-laden part of the airport terminal? If
we can track your bag individually, can we group
it with others into smaller chunks to divide up the
load on the system and make it easier on
everyone?

20. #coreConcept
CAN YOUR BAG MOVE THROUGH THE AIRPORT
WITH THE SAME FREEDOM THAT YOU DO?

21. #chokepoints
The worst parts of
people arrival are
single file lines.
Bags are worse
because they’re
single file and
100% dependent–
they don’t move
until they’re all
together.

22. BREAKING IT DOWN
Planes could be loaded on
carts or pallets that are
planned at the origin point so
that bags don’t have to be
unloaded one by one.
So long as passengers are
notified of where their bags
are, they can get there.*
* this is somewhat bullshit depending on airport
wayfinding design, but could we ALSO guide travelers
through the airport?

25. #wireframes
Passenger alerted to bag’s final
location
Passenger enters destination Checked bags required to
reserve spot in queue
Passenger is guided to baggage
claim

26. #wireframes
Passenger notified that bag is
ready for pickup
Camera ready to scan for
passenger’s bag tag
Bag confirms with passenger,
spot in queue reserved
Car called, passenger is guided
to meeting point for Uber

27. GETTING THE ORDER RIGHT
Screens with notifications are going to be the most
important to conveying how the system works. The
alerting system will need to be delicate so that users
don’t get overwhelmed.
One goal is to use the waiting time we can’t control as
an opportunity to get the user more excited about the
service and laying the groundwork for a quicker
perceived airport exit.

28. SCENARIO
A passenger arrives at SFO and needs to be reunited
with her checked bags.

29. #Goals
Reunite the passenger with their bag as efficiently as
possible.
#realGoalsIRL
Reunite the passenger with their stuff and get them
out of the airport as quickly as possible.

30. BENEFITS:
Passengers receive options for baggage check services
Passengers can be alerted to ensure bags are on the plane
Passengers pre-plan their rideshare trip while waiting to deplane
Passengers are not siphoned together from crowded space to crowded space to
crowded space
Passengers receive more automated service, so algorithms can get smarter

32. Billy King
6h 45m