Aeromexico Airport Kiosk Check-in Experience

Feb-March 2016

Project Details
After working on the responsive web experience for Aeromexico, I was tasked with creating the check-in experience for their airport kiosks in Mexico. Primary goals for the project included reducing check-in time, lowering reliance on ground staff and increasing upsell conversions.

Key insights were derived from the way users interacted with the current experience, the markets' technology usage behaviors, competitor analysis and kiosk design best practices. Some of the biggest challenges we faced included creating a touchpoint that balanced design decisions inherited from the web experience with the experience decisions unique to a check-in kiosk; creating system consistency across highly complex use cases; and designing with logistical constraints. 

Ultimately, my team and I created an easy, friendly and efficient check-in experience that focuses a user's attention on a single task at a time and supports their experience with instructional video help when needed. 

Outcome
Check-ins via kiosks increased by 27% within the first month of launching and total time to completion was significantly shorter. 

View Full Process

Currently live in Mexico City airports.  

Role 
As Lead User Experience designer, my role encompassed concepting, product design strategy, wireframing, prototyping, creating technical annotations, sprint planning and managing a team of 3 designers (Visual, Motion, UX).  

Team

Product Design:
Sam Hodges, Andre Cunha, Grace Varga

Illustrations & Motion Design
Sang Woo Kim

Design Advisor:
Aleks Gryczon

Partners:
Thadeau Morgado, Mohan Ramaswamy

Kiosk at Mexico City Airport (MEX)
 

This video prototype showcases the most common flow users take.

 

Happy Path flow for a user who is not checked in and opts to update their seats and bags
 

Annotations created for the development team, each tab reflected a step in the flow

Planning document I created to manage design tasks and keep team on track

We used the actual kiosk screen to test our designs as we iterated in the detailed design phase.