UX Design
Services Design
Redesigning the airport security process to enhance traveler preparedness and streamline the experience for passengers and officers
OVERVIEW
Airport security can be stressful—long lines, unclear instructions, and last-minute surprises make it frustrating for travelers and challenging for officers. Our team set out to reimagine the airport security process, making it smoother, clearer, and more efficient for everyone.
As part of a SCADPro course in collaboration with Deloitte, our team of 16 students from 7 different majors worked together to develop innovative solutions. We focused on improving traveler preparedness, streamlining workflows, and addressing key pain points to enhance efficiency without compromising security.
Timeline
What I Did
Team
Tools I Used
This project is under a Non-Disclosure Agreement (NDA).
The following content provides a high-level overview of my contributions, divided into phases, while respecting confidentiality requirements.
SUMMARY
Design Goal
This project aimed to create an inclusive, user-centered solution that enhances the travel experience by providing clear information, reducing uncertainty, and improving preparedness. It streamlines processes, improves communication, and enhances the physical environment to create a smoother, stress-free journey.
Outcome
We redesigned the entire journey from home preparation to airport security, improving service design and app usability. User testing revealed a 66% increase in satisfaction following the redesign. Clients praised the final presentation for effectively addressing key pain points and delivering user-centered solutions.
HIGHLIGHTS
Enhancing the TSA Experience Through Multi-Faceted Design Solutions
We took a holistic approach to improving the airport security experience, focusing on passenger preparedness, operational efficiency, and communication. By optimizing key touchpoints, we streamlined processes to create a smoother, more accessible journey for both travelers and security officers.
PROCESS
MY RESPONSIBILITIES
To showcase my impact throughout the project, I’ve outlined my responsibilities in distinct phases, from research to final delivery. Each phase highlights my key contributions, ensuring a clear understanding of my role in shaping the final outcome.
Phase 1 Discovery
Defined project goals and problem statements with stakeholders
Developed a research plan outlining methods, timelines, and key questions
Phase 2 Research
Conducted secondary research to gather industry insights
Designed and executed interviews, surveys, and on-site observations
Synthesized findings to uncover major user challenges
Phase 3 Analysis
Organized data using card sorting methods
Created journey maps to visualize user experiences
Identified core pain points and synthesized actionable insights
Phase 4 Ideation
Facilitated workshops with diverse participants to refine solutions
Mitigated bias by integrating user feedback early
Consolidated ideas into viable concepts aligned with user needs
Phase 5 Design
Led UX design strategy and redesigned user flows
Developed high-fidelity wireframes and interactive prototypes
Worked with developers to ensure feasibility and implementation
Phase 6 Testing
Conducted usability testing and gathered user feedback
Implemented a Fake Door Test to measure engagement with new features
Phase 7 Deliverables
Delivered the final proposal to key stakeholders
Used visual storytelling to articulate research insights and design decisions
CONCLUSION
What I learned
Translating Research into Design
I learned how to effectively transform research insights into actionable design solutions, understanding the importance of grounding every design decision in user needs and evidence. This approach not only enhances the relevance of the final product but also ensures a more impactful user experience.
Team Leadership and Communication
Leading the team taught me how to foster collaboration, align group efforts, and communicate effectively with both teammates and cross-functional groups. I also developed strategies for maintaining clarity and alignment during discussions with other teams.
Storytelling for Stakeholders
Presenting our work to clients refined my storytelling skills, ensuring our design solutions were communicated clearly and compellingly while aligning with their expectations and objectives.
