NetTracer's Baggage Claim Enhancement Project
Overview
NetTracer undertook a strategic UX initiative to optimize the baggage claim and retrieval process for leading airlines, including Delta, Jet Blue, American, Southwest, and United Airlines. This case study details the UX strategy and process, from the kickoff meeting with business stakeholders to the final stages of prototyping.
Kickoff Meeting with Stakeholders
The objective of the kickoff meeting was to enhance our comprehension of the project’s expectations and identify potential challenges. The key goals established are as follows:
1. Streamline Baggage Retrieval Journey: Simplify and optimize the process for retrieving lost or delayed baggage.
2. Boost User Confidence: Develop a user-centric interface that provides clarity and instills confidence, addressing uncertainties in the baggage claim process.
3. Enhance Efficiency: Introduce design solutions to expedite the resolution of baggage-related issues, minimizing wait times and elevating overall customer satisfaction.”
Research and Persona Building
A comprehensive research phase followed, delving into the current baggage claim processes of each airline. The team examined pain points, user feedback, and industry best practices. By understanding the unique challenges faced by Delta, Jet Blue, American, Southwest, and United Airlines, NetTracer aimed to tailor solutions to their specific needs.
Early Wireframe
Armed with research insights, the UX team initiated early wireframing. Low-fidelity prototypes were created to visualize potential improvements in the baggage claim journey. This iterative process allowed for quick feedback loops and ensured alignment with both business goals and user expectations.
User Testing
Rigorous user testing was conducted to validate design decisions. Real users from the airline industry interacted with prototypes, providing feedback on usability, efficiency, and overall user satisfaction. This iterative approach allowed NetTracer to refine the solution based on practical insights.
Hi-Fidelity Designs
