Controlled experiments as a shortcut to innovation
Think global, design local
Hike One designed an interface that predicts the most common operations for individual nationalities and languages during specific periods of the day. The system speeds up the average drop-off time significantly.
Trust is inspired by what you see
The appearance of the display switches to the house style of passenger's chosen airline automatically, inspiring immediate trust. Which minimises hesitation. Which minimises, well… you know the drill by now.
On average departure process at Incheon’s Airport: 38 minutes
International standard: 60 minutes
Don’t push when a nudge will do
Sometimes all it takes is a gentle nudge to save a huge amount of time. Adding the ‘Please enter’ screen, thus inviting the next customer in line to step forward, proved a simple way to make a big difference.
Fast access for airport staff
In case of last minute contingencies, airport staff is able to quickly access and update the system. No more waiting lines here, either.
“We wanted to offer passengers a great user experience at baggage check-in. That became a reality thanks to a productive collaboration with Hike One.”
Reinout van der Meulen
Senior Portfolio Manager BagDrop at SITA
Design sprint in a crowded airport
We admit, we are huge fans of the Google Ventures design sprint. Cranking up the pressure, designing and validating a solution in just five days... That’s hard to beat.
“We learned an awful lot from simulating the drop-off experience in crowded airports. The prototypes we used for testing were cobbled together from cardboard, duct tape and an iPad.”
Hylke van Maaren