Bag Assist

We used interviews with users and directed storytelling to identify and capture "Airport Experiences". The people interviewed were moderately frequent fliers and had interesting anecdotes to share.

Key Results from Interviews and Directed Storytelling:

1) Baggage tracking is a general concern, particularly with checked in bags often being misplaced by Airlines.
2) Most Airports do not present adequate information about ground transportation.

Needs Expressed:

1) Communicating with people who have come to receive/drop off
2) Connecting with co-passengers (on the same flight) - this is true for long distance flights
3) Luggage location/missing luggages
4) Concern about missing connecting flights due to delays and looking for support from the Airlines official in this.

A few typical situations that make people spend longer time at the Airport than usual are:
1) Delayed flights
2) Missed flights
3) Receiving people
4) Delayed or limited ground transport