British Airways connected with Bond to create an improved, more intuitive customer experience through their 96 Check‑in and 70 hosted Fast Bag Drop kiosks at Heathrow Terminal 5, as well as within their dedicated check‑in zone at New York JFK Terminal 7. The kiosks streamline check-in processes, allowing both online check-in completion and self-service luggage check-in, while also freeing up customer service desks for more complex inquiries.
The updated technology and user experience had to be intuitive, while still visually accommodating the breadth of languages spoken by British Airways’ customers.
By exploring usage and dwell time and investigating patterns of use and efficacy, we were able to pinpoint the ideal technology to utilise for each purpose, resulting in a smooth flow for customers throughout the airport.
As the kiosks are simple and fast to operate, they ensure a smooth flow for customers throughout the airport.
“We are always exploring new ways to build upon the customer experience.”
Will Rumsey
Automation and Technology Manager
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 brand guidelines.
Our designers in London worked closely with British Airways’ airport operations team to review the current journey and craft a newly optimised experience.
The focus was on creating quick and easy to use kiosks, that improve the travel process from the check-in point to baggage drop, while decreasing traffic at security and transit systems.
The opportunity:
To create a seamless bag drop and check-in experience.
The brand:
Enhancing travellers experience of the British Airways brand.
The result:
A well-flowing user journey which allowed for reduced waiting times, less screen interactions, less failures, honing a simpler and more visual interaction for British Airways customers.
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