Since airports are often travelers' first impression of a country, we decided to improve the luggage service in the airport, using Taiwan Taoyuan International Airport as a sample. We hope to give travelers a good impression of Taiwan as they land in our airport.
And getting your luggage is the most important thing during traveling. However, in an airport, we do not know what is going with our luggages; "How would they treated my luggage?", "Would my luggage be examined?", "Everyone gets his luggages already, but where is my luggage?", and so on.
problems we found after interviews and investigation
journey map and touch point
Through personal interviews and investigation, we concluded that the main service gap existed in "information." Often times, the airport authorities do not give accurate or any information about which check-in counters to use or what to do if travelers cannot find their luggages.
We hope to take care of user from the moment he/she packages his/her luggage to boarding - from landing to getting home.
Service Blueprint :
Departure
Current situation
Our suggested situation
Arrival
Current situation
Our suggested situation
Improvement in service that uses Smartphone apps as a platform:
While packaging, we provide a list of what might be needed during the trip, which is collected from those who have the same destination as you. User could also edit his/her own list for his/her next trip's reference.
By entering the ticket number of the flight, user could get the information about his/her luggage, such as "under security-check","already boarding","landing already", "reclaimed at D after 30 minutes" and so on, even alerting user when something goes wrong.
"Reclaimed at D after 30 minutes"
The app has arrival and departure procedure guides, which has step by step instructions for novices or veterans to choose the information he/she needs.
"Check-in at B4 counter"
We have developed a prototypical App that demonstrates all of the above. We also put together a 3-Min that describes the capabilities of this application.
Improvement in infrastructure:
The airport can provide semi-private area for users to re-package their luggage without feeling embarrassed. User could also weigh their luggage before checking in to prevent getting fined.
Inside the semi-private area are a balance and packing instructions for the convenience of the passengers
