A traveler has landed at San Francisco International Airport and needs to find her checked bag. Create a low-fidelity interaction flow that helps the traveler find her bag from her mobile app. Show 1 high fidelity mobile screens from your flow.
Understanding the task
Guiding Research Questions
How might we identify the bag?
How might we locate/track the bag?
How might we map out the bag’s journey?
How might we direct the traveller to the bag?
How might we alert the traveller the bag’s status?
Put in bag information into the app
Navigate a map / follow directions to bag
Keep track of bag’s status throughout journey
Find and collect luggage upon arrival at San Francisco Airport.
Know bag status and location.
Not knowing the airport well enough / getting lost
Not knowing if the bag has successfully made it to the destination
Someone taking the wrong bag
Not knowing how long it will take for the bag to arrive to the luggage carousel.
Locating the bag
Tracking the bag real time
Getting to the bag via directions
After getting off the plane at SFO,
I want to see my bag status,
So I can get directions and get to it quickly.
John cannot see any of his past or future trips.
John cannot contact the airline through the app, if his bag was missing - he would still have to go to a help desk.
He cannot opt out of push notifications at this stage.
John can start getting directions to his bag once he has passed security check.
He cannot log in or sign up.
John’s bag has a Bluetooth token similar to Tile to track it.
Hiss bag is being scanned at several checkpoints during its journey
John is connected to the Internet / has data.
The airline and airports John is going through, are being supported by this app
He has his booking information/barcode available
John only has 1, regular checked-in bag (suitcase/duffle bag, ~23kg, no dangerous items, not fragile etc.)
He speaks English.
John is a first time user of the app.
Low-Fi Wireframes: Welcome & Enter Bag Information
The first step to locating a bag would be to identify it. A bag can usually be found under the reservation number and surname or through scanning the barcode put on the bag when checked in. That’s why I decided to give the user 2 options to find their bag - by scanning the same barcode they also have on the small sticker received or by manually typing out their details.
Low-Fi Wireframes: Track Bag / Bag Details
The next step would be the core screen of the app. In my research, I identified 2 key features the passenger needs to meet their goals and decrease pain points - get directions to the bag and view its location history.
One of the bigger challenges when designing this screen was deciding what the priority was - does the passenger need directions more than they need the bag’s history or vice versa? Or are they equal? I started out by exploring all the above options.
After exploring what the different approaches might look like and going back to my initial research & user statements, I decided to move forward with focusing on getting the passenger to their bag. Although the bag location history is still an important feature to have, I decided to make it more of a secondary element on the page.
Low-Fi Wireframes: Get Directions
I didn’t want to go too crazy with the directions, because the user’s number 1 priority is to get to their bag as quickly as possible, without getting lost. Excessive UI and crazy interaction might slow them down, instead of help. I tried one version exploring how AR directions might work, but I decided to keep it simple for the v1.
Low-Fi Wireframes: Bag History
Ideally I think the bag history page could be a great place to be able to report if there’s something wrong with your bag or contact the airline, but it definitely wasn’t in scope for this particular project. I decided to show timestamps and checkpoints as the main information the user will need.