Konrad Group Client:

WestJet:
Digital Baggage Check-in

Experience Design Intern
May 2020 - Dec 2020 (4 months)

Company
Konrad Group, a global digital agency that serves a world-class and diverse client base.

Role & Client
Consulted and designed travel experiences for WestJet. During this time, I collaborated with their design leads, project managers, and project owners to redesign the digital baggage check-in flow.

Skills
UI/UX Design
Information Architecture

To comply with my non-disclosure agreement, any confidential information was omitted in this case study.

My role

At Konrad, I was given a lot of responsibility, and got the opportunity to lead specific tasks. A major task I led was reshaping the digital check-in flow for baggages while utilizing their new design system, Arrival. Some of the work I did from conception to completion include:

User flows, scenarios, and needs

Information architecture

Wireframe exploration

Visual design

Pitch solution to client & stakeholders

The challenge

Updated the digital baggage check-in experience so that it utilizes components from the new design system guidelines and identify any areas to improve the user experience from the existing flow.

The goal

BUSINESS GOAL

The check-in experience plays a pivotal role in WestJet guest's day of travel. Having a seamless experience during check-in can help reduce friction at the airport and during onboarding.

USER GOAL

A flow that is fast and easy to navigate while allowing guests the flexibility in customizing their travel options. Based on the team's UXR, it was important to prioritize building trust through transparency and making convenience the new premium.
‍

Gathering Context

First I began the task at hand by gathering some context from my design leads and project owners. I looked at the existing screens, the general digital check-in flow, and identified elements that were essential to specifically for the baggage check-in flow.

Digital check-in flow

Establishing User Scenarios

I noticed that there were 3 distinct scenarios that could led the guest to four unique screens when selecting the number of bags to check-in, based on the information they’ve filled out during their booking session.

Guests need to...

indicate the number of bags they will check-in for their upcoming flight

have the option to add additional baggage and understand the price

check-in mobility devices

check-in child equipment

view number of free bags they qualify for

view number of bags previously purchased

be aware of the baggage allowance

With the different scenarios in mind I had to consider the following challenges:

How will the screens differ betweeen guests who have prepaid baggages versus those have no prepaid bags?

Regular baggage, mobility devices, and child equipments are priced differently per item. What is the best way to display this content in a clear and concise manner?

Keep accessibility in mind and ensure the design is responsive so it is user friendly at all break points.

Information Architecture

Iterations

Once I determined the general hierarchy of the page and prioritized each element, I began to explore by designing and went through several iterations based on feedback from my colleagues before landing on the final design.

Stakeholder & Client Buy in

I presented my final designs to the client and product owner, in which they provided minor feedback to adjust some UI tweaks to be aligned with the design system. The problem area I brought up in terms of ensuring consistency between how the booking a trip experience is like and the check-in experience was taken into account and flagged for the UXR team to dive deeper into.

The Impact

The team is now investing time to build out the features where the design will be used by more than 22 million guests a year.

Next Steps

•

Have the UXR team conduct user testing on the screens to identify any major flaws in the experience

•

Monitor statistics of how the new flow compares to the existing on in terms of guest satisfaction, number of additional baggage purchases, and ease of onboarding & check-in at airport

WestJet:Digital Baggage Check-in

My role

At Konrad, I was given a lot of responsibility, and got the opportunity to lead specific tasks. A major task I led was reshaping the digital check-in flow for baggages while utilizing their new design system, Arrival. Some of the work I did from conception to completion include:

User flows, scenarios, and needs

Information architecture

Wireframe exploration

Visual design

Pitch solution to client & stakeholders

The challenge

Updated the digital baggage check-in experience so that it utilizes components from the new design system guidelines and identify any areas to improve the user experience from the existing flow.

The goal

BUSINESS GOAL

The check-in experience plays a pivotal role in WestJet guest's day of travel. Having a seamless experience during check-in can help reduce friction at the airport and during onboarding.

USER GOAL

A flow that is fast and easy to navigate while allowing guests the flexibility in customizing their travel options. Based on the team's UXR, it was important to prioritize building trust through transparency and making convenience the new premium. ‍

Gathering Context

First I began the task at hand by gathering some context from my design leads and project owners. I looked at the existing screens, the general digital check-in flow, and identified elements that were essential to specifically for the baggage check-in flow.

Digital check-in flow

Establishing User Scenarios

I noticed that there were 3 distinct scenarios that could led the guest to four unique screens when selecting the number of bags to check-in, based on the information they’ve filled out during their booking session.

Guests need to...

indicate the number of bags they will check-in for their upcoming flight

have the option to add additional baggage and understand the price

check-in mobility devices

check-in child equipment

view number of free bags they qualify for

view number of bags previously purchased

be aware of the baggage allowance

With the different scenarios in mind I had to consider the following challenges:

Information Architecture

Iterations

Once I determined the general hierarchy of the page and prioritized each element, I began to explore by designing and went through several iterations based on feedback from my colleagues before landing on the final design.

Baggage check-in prompt

Existing

Final

No prepaid baggage (Type A)

Existing

Final

Prepaid baggage (Type B)

Existing

Final

Addition of Special Baggage

Existing

Final

Responsive Design & Accessibility

Once the final design were selected, I created the responsive breakpoint screen as well. Throughout this whole process, I kept accessibility at the top of my mind. Especially when it came to the touch points, and table design.

Stakeholder & Client Buy in

The Impact

The team is now investing time to build out the features where the design will be used by more than 22 million guests a year.

Next Steps

WestJet:
Digital Baggage Check-in

A flow that is fast and easy to navigate while allowing guests the flexibility in customizing their travel options. Based on the team's UXR, it was important to prioritize building trust through transparency and making convenience the new premium.
‍