BAGGAGE CLAIM
Demo
IIT, Institute of Design Chicago
Instructor: Jeremy Alexis
Team: David Ofori-Amoah, Edwin Lee, Swapnil Jadhav, Judd Morgenstern
O'Hare TRAVELER EXPERIENCE
BACKGROUND
This project was done for Chicago's O’Hare International Airport. The project was a collaboration between IIT’s Institute of Design, VSA Partners, and Carolyn Grisco Associates to create a traveler experience that would be simple, efficient, and memorable.
In fall 2008, a research team from the Institute of design discovered that despite O’Hare’s best efforts, the customer experience at O’Hare airport was closer to Purgatory than Heaven. As a result of their findings, they established guiding principles for designing a better visitor experience
Our team worked to translate these design principles and recommendations into design concepts, and to lay the groundwork for future prototyping of selected concepts by O’Hare.
As a way to bucket the concepts generated we divided them based on the type of journey being made by the traveler into 3 categories; depart, connect and arrive.
Depart
The departure journey usually begins at home. We developed concepts for a website that help you find you flight, find travel options for you to the airport in time. Once at the airport the next set of concepts dealt with way finding and getting personalized help desk information. and finally our last set of concepts for the departing passenger was to facilitate dining once you were at your gate.
Connect
The connecting journey focused on transiting passengers. Concepts ranged from enabling passengers to comfortably get from one gate to the next, facilitating work and relaxation spaces within the airport and making the gate area better equipped to handle a range of activities while also making them into large displays for local attractions.
Arrive
The arriving journey has some very critical touch-points. For a first time visitor the airport becomes your first impression of the city. For all passengers the baggage claim experience will define their mood as the leave the airport hence making the wait for the bags as seamless and comfortable as possible inspired a number of concepts. For the airport to facilitate curated trips into the city would be huge bonus to all incoming tourists.
