This project was a comprehensive service design exploration aimed at enhancing the overall airport experience. Our team collaboratively conducted user research and journey mapping to identify key pain points in the current airport security process.
We conducted primary research to gain deeper insights into the experiences of diverse traveler demographics at airport security. These findings shaped our ideation process, enabling us to develop solutions rooted in user needs and perspectives.
We conducted a cultural probe to understand users' perspectives on airport security screening. Participants shared their current and ideal security screening experiences, along with a wishlist for improvements. To explore their knowledge, we included a "pack your carry-on" game, where most participants correctly categorized common items, with only obscure items being misclassified. These insights helped us identify user pain points and areas for improvement.
1. How Might We bridge the information gap and increase traveler awareness about TSA procedures before arriving at the airport?
2. How Might We create a more pleasant and informative airport security experience?
3. How Might We create an inclusive and supportive experience that meets the needs of both travelers and TSOs?
Each team member conducted individual preparation prior to the workshop, followed by collaborative group discussions to exchange and refine ideas. The session culminated in a full-team brainstorming activity, where a shared whiteboard became a canvas for innovative concepts, paving the way for fresh directions in the project.
Using the refined ‘How Might We’ statements, our team brainstormed and produced a diverse set of ideas across 4 categories. These ideas aim to improve communication, reduce wait times, support travelers with special needs, and address TSA officer challenges.
Our co-creation workshop was designed to evaluate the feasibility of our proposed solutions by engaging participants in discussions and interactive sessions. It also aimed to foster creativity and encourage open participation, enabling the generation of innovative ideas that align closely with the goals and needs of our end users.
The team was divided into three design groups, each focused on specific aspects of the traveler's journey.
I'm responsible for redesigning the TSA app because passengers seek a more versatile platform that integrates seamlessly into their daily lives and meets their evolving needs. As many passengers are still unaware of prohibited items, they often unintentionally carry them to the airport and forget to check before security screening. Therefore, providing quick access to relevant services and information for travelers is a priority. Thus, the main goal was to optimize the app's design and structure to serve as an effective Checkpoint security assistant.
We conducted prototype testing in a park to collect feedback from a diverse group of participants. By observing how users engaged with the prototypes, we identified opportunities for refinement and gained valuable insights into their potential acceptance and adoption.
It is a huge success!
Working closely with team members from different backgrounds and expertise taught me that the best solutions often emerge when considering diverse perspectives. By fostering an environment where everyone felt comfortable sharing their ideas, we could approach challenges more creatively and effectively. Additionally, I found that incorporating design thinking—focusing on empathy, experimentation, and iteration—helped us develop solutions that were not only functional but also user-centered.
I learned to break down large tasks into manageable steps, set clear milestones, and communicate proactively with stakeholders to ensure alignment. By maintaining a focus on the overarching business objectives, I was able to make decisions that delivered value without compromising quality. This experience deepened my understanding of how to navigate ambiguity and lead projects to success, even in high-pressure environments.
