Crafting a Seamless Baggage Tracking Prototype for United Airlines.
A customer-centric prototype offering a real-time visual representation of the travel experience and detailed checked baggage information utilizing digital twin technology.
( Sponsored Client )
Overview
Tools
Tools
Miro
Zoom
Figma
Adobe Suite
Microsoft Office
Team
4 UX Design Researcher
My responsibilities were to be the point of contact with the United Airlines team,to conduct contextual inquiry, insight generation, iteration and refinement of ideas and recommendations and design the UI screens.
Timeline
Overall : 3 Months
Conducting Research : 3 weeks (Simultaneous)
Interviews : 1 week
Observations : 2 weeks
Analysis and Synthesis : 4 weeks (Simultaneous)
Deliverables : 2 weeks
Pitch : 1 week
Research
More than 684,000 bags were mishandled in the first quarter of 2022, according to data from the Air Travel Consumer Reports published by the Department of Transportation. That’s roughly seven bags out of every 1,000 handled that are earmarked as lost baggage
| Insights
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The Challenge
Baggage handling and collection is a crucial aspect of air travel, but it can also be a major source of frustration for both travelers and staff.
Opportunity
Use Digital Twins to solve the baggage tracking process.
Digital Twins are virtual replicas of physical objects, processes, or systems that can provide real-time data and insights. In the context of baggage tracking, a Digital Twin can represent each individual piece of luggage throughout its journey, from check-in to the final destination.
Solution
A customer-centric prototype offering a real-time visual representation of the travel experience and detailed checked baggage information utilizing digital twin technology.
Main Features :
- An illustrated travel experience that shows the approximate location of checked baggage.
- The data relevant to customers about baggage handling ( such as ETA for baggage pick up ).
- And details about the baggage claim destinations.
Prototype
Key Moments
Edge cases to consider and develop further
Design Process
Design Components
Low fidelity wireframes
Appendix
Feedback and Remarks
"Loved seeing the final ideas and products you were able to come up with, both incorporating our interest in exploring newer technology while creating a mindful, human centric design to help United's operations. Overall, it was an absolute pleasure to have had the chance to work with you all."
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BaoTran Le (she/her/hers)
Early Career Digital Leader Program, Associate
For more information feel free to contact me 💬