TSA YOUR WAY
A better way to travel
About
The problem I suspect is that airport security adds unnecessary stress and additional travel time to the flying experience. The objective is to create a more pleasant travel experience by streamlining security procedures and making them more efficient for everyone. In this speculative design project, I conduct research and explore ways to improve our existing airport security experience.
UX Researcher
UI Designer (Axure)
User Interviews and Testing
ROLe
TSA YOUR WAY SIMULATION (AXURE)
PROCESS
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Story Boarding
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User Interviews/ User Personas
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Card Sorting
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Competitive Analysis
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Feature Prioritization
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Wire Framing
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User Journey/ User Flow
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Prototyping
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User Testing
STORYBOARD EXPLORING PAIN POINTS AND SOLUTION
USER PERSONAS
CARD SORTING
key Insights
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Interviewees suggested they allot 1.5 hours to get through security on a domestic flight.
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U.S. Customs and Border Protection keeps a record of wait times through security. In the last week at JFK airport, the average wait time for US and Non-US citizens was 20 minutes, where the maximum average wait time was 52 minutes.
COMPETITIVE ANALYSIS PRECHECK, MY TSA, CLEAR
key findings
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The MyTSA app contains four main features:
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“My Airports” which contains information about the airport closest to you and if TSA Precheck has open lanes
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“Can I bring” which contains an alphabetical list of things you can and cannot bring
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“TSA Precheck” which allows applying directly and see participating airports and airlines.
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“Ask TSA” which has a number and email for the contact center, a disability helpline, and the TSA website.
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Interviewees felt that TSA Precheck was not a reliable solution for getting through security quickly and efficiently; you are not always granted precheck status.
NOW, NEXT, LATER FEATURE PRIORITIZATION
key features
Differentiated lines based on personal time constraint
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Pain Point: Users have articulated running late causes undue stress.
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Differentiation: Currently TSA lumps all passengers together regardless of flight time.
Boarding Pass Scan Kiosk
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Pain Point: Airlines do nothing to assure that you will arrive at the boarding gate, on time.
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Differentiation: Airlines currently have little to no involvement with passenger security.
USER JOURNEY
PAIN POINTS
USER FLOW
mvp
IMPLICATIONS
This user-centered product offers a solution to a problem we all face. It begs the question- "What if traveling could be different?"
Carefully following the design process, I sussed out improvements to the existing competitors (Precheck, MyTSA, and CLEAR) that will not only make going through security more efficient, but it might actually make it enjoyable!