Getting Ready to Fly
British Airways
British Airways collaborated with us to enhance the customer experience at Heathrow Terminal 5 and New York JFK Terminal 7 by updating their 96 Check-in and 70 Fast Bag Drop kiosks. These kiosks had to streamline check-in and luggage processes, allowing customers to complete online check-in and self-service luggage check-in so that customer service desks were free for more complex inquiries. This project allowed for a well-flowing user journey, offering a more intuitive experience for British Airways customers.
The main focus was on creating an intuitive and fast user experience, while accommodating the diverse languages spoken by British Airways’ customers.
By analysing usage patterns and dwell times, our team identified the ideal technology for a smooth customer flow throughout the airport.
The kiosks were designed to be quick and easy to use, resulting in a smooth flow for customers throughout the airport.
To ensure that check‑in and bag drop felt like an integrated part of the overall brand experience, it was built in accordance with the airline’s existing brand guidelines.
The project successfully improved the overall travel experience, enhancing the British Airways brand and reducing congestion at security and transit points.
Our designers worked closely with the airline's airport operations team to optimise the check-in journey, resulting in decreased waiting times, fewer screen interactions, and a simpler, more visual interaction for customers.
"We are always exploring new ways to build upon the customer experience."
Will Rumsey, Automation and Technology Manager
