UBER Flight

UX/UI Designer

Mobile App Design to Help Travelers Find Their Checked Bags

MY ROLE

Conduct user research and understandings around a traveler's behavior in San Francisco International Airport and define how to best design an experience for collecting his/her checked bag at the conclusion of their flight. I acted as the user researcher, UX and UI designer for this project.

My challenges

Being on the East Coast, I needed to find enough users with knowledge of this airport  in order to collect accurate findings to support my design decisions later on. I also needed to decide where this experience would live: within an airline application, within the Uber app, or as a completely separate application. 

THE SOLUTION

I designed an experience for a female traveler that originates as an opt-in feature within an airline's mobile app as she checks into her flight. Opting in allows UberFlight to track her flight's status so that upon landing at her destination, UberFlight can notify her where her bag is located in baggage claim, keep her updated with timely notifications for suggested ETA's and offers her the option to schedule an Uber while she waits. 

the process

problem:

A traveler has landed at San Francisco International Airport and needs to find her checked bag after flying domestic. Create a low-fidelity interaction flow that helps the traveler find her bag from her mobile app. 

research:

  • Analyzed several airline apps, such as Delta Airlines and travel/delivery interfaces such as Poppi and UberEats to define the conventions my target audience was used to using.
  • Identified travelers' behavioral and environment factors in two areas: "what I know about Travelers" and "what I know about Airports/SFO Airport"
  • Researched RFID tracking technology and how Delta Airlines is currently using it.
  • Interviewed 2 people who had just finished traveling domestic where they recently checked their bags.

User Journey - understanding the general process of a traveler's journey to align a mobile experience

Mobile Journey - learning how involved a user's mobile device is involved with their experience

persona: MEET DREA!

  • Age: 29 years old
  • Home: San Francisco
  • Job: Field Marketing Manager

  • About Andrea: Recently married, former dancer, foodie at heart, makeup and hair artist on the side, originally from West Virginia, loves the outdoors and traveling

Airport/Baggage Claim Passion Points:

  • Always uses airline app to check-in to flight
  • Thinks SFO airport has the best airport wifi/easiest to connect to!
  • Wishes there was some sort of notification to let you know your bag had made it with you to your destination
  • First thing I do once the plane lands is turn my phone off airplane mode to check messages then open UBER app to plan a ride home

Airport/Baggage Claim Pain Points:

  • There’s never enough signage to show which carousel your bag is at when in Baggage Claim
  • I wish I knew if I had time to use the restroom, grab a coffee, etc, before going to Baggage Claim
Persona

The Situation

  • Andrea booked her flight from JFK to SFO and checked in through the DELTA airline app last night. She opted in during check-in to allow UBER to track her flight and notify her when she arrived in SFO. 
  • Today, the day of her flight, she requested a ride to the JFK airport from UBER.
  • She arrives at JFK, and goes to the concierge to check her bag (1) . The stewardess places Delta’s RFID bag tag on her luggage and places it on the conveyor belt to be sent to the flight’s assigned plane, which is flying domestic.
  • Andrea is notified through the DELTA app that her bag has been loaded onto the plane and departs to SFO.

I recognize another user flow would be utilized if the Andrea's bag was lost and not on this flight. This exercise is designed for a traveler whose bag arrived safe and sound to SFO International Airport.

traveler's user flow

app design

Showing several screens throughout the traveler's experience to find his/her checked luggage. Design inspiration from existing UBER products' UI and showing a visibility of status through familiar conventions.

Want to know more? 

Just ask!