Baggage Tracking App

Project Overview

• Project Name: “Permanent Bag Tag” Pilot Program – Employee Use
• Client/Industry: Delta Airlines
• Role: Sr. UI Designer
• Timeline: August 2023 – November 2023
• Team: Collaborated with Program Manager and iOS, Desktop, and Android Developers
• Tools: Figma, FigJam

The Problem

• Pain Points:
  • Passengers experience anxiety and frustration over the lack of baggage visibility.
  • Delayed or unclear baggage tracking leads to poor customer satisfaction.
  • Already a busy day at the airport, so any new processes need to be efficient to use and seamless with existing Delta UI

• Why It Matters:
  • Provides a better travel experience and peace of mind.
  • Reduces customer complaints and enhances brand loyalty.
  • Encourages a relationship between the device maker and Delta Airlines

Research & Insights

• User Research:
  • Conducted user interviews with Above Wing and Below Wing agents.
  • Observed daily passenger routes through the Atlanta Airport (e.g. front desk to baggage check to flight to claim)
  • Observed the travel of bags through the system

• Competitive Analysis:
  • Studied competitor apps and identified gaps in current tracking technologies.

• Key Insights:
  • Passengers desire real-time, transparent baggage tracking.
  •  Notifications throughout the travel process (e.g., check-in, flight updates, arrival). 
  • Users prefer a simple, intuitive design with minimal steps to check tracking information.

Device to be used for tracking:

Design Process

• User Flow & Journey Mapping:
  • Developed a clear user flow to map out the tracking process from start to finish.
  • Integrated easy-to-read maps and progress indicators.

• Wireframes & Low-Fidelity Prototypes:
  • Sketched initial wireframes to define basic functionality and layout.
  • Focused on simplicity, clear tracking stages, and quick access to essential info.

• Establish Design Styling and Components

• High-Fidelity Mockups :
  • Designed visually appealing screens with intuitive navigation.
  • Prioritized readability with large fonts, clear icons, and accessible design.

Figma design files

Tracking App Screens for Mobile and Desktop

• Prototyping & Iteration:
  • Built interactive prototypes to test the experience 
  • Iterated based on business feedback, simplifying screens and improving notifications.

Video of the interactive prototype I created in Figma below.

Testing & Validation

• Usability Testing:
  • Conducted remote usability testing with frequent flyers and occasional travelers.
  • Focused on ease of navigation, clarity of information, and trust-building in the tracking system.
• Results & Feedback:
  • 90% rated the app as easy to use, with improved confidence in baggage tracking.
  • Several users mentioned they’d be excited to see how the app could improve passenger satisfaction

Final Solution & Features

• Key Features:
  • Pin point bag location (not real time tracking).
  • Tracked bag shows up as a pin on the map in the overall Airport bag process
  • A simple, intuitive interface that supports the day to day of Agents
  • 3 different ways to enter and track bag information (Bag Tag ID, PBT ID, and Skymiles ID)

• Visual Design:
  • For Above Wing Agents (e.g. Front Desk; Baggage Check In):  Clean, modern design with bold visuals for key tracking moments.
  • Accessibility-focused with high-contrast text and large buttons.

Results & Impact

• Client/Stakeholder Feedback:
  • Positive feedback from stakeholders, highlighting increased brand loyalty and customer satisfaction.

Reflections & Learnings

• Challenges:
  • Integrating accurate, real-time data into the app while ensuring speed and reliability.
• What Went Well:
  • User research and testing helped refine the app’s core functionality.
  • Simplicity in design led to positive feedback from employees
• Future Improvements:
  • Future updates will include a device that can be charged.

Conclusion & Next Steps

• Summary:
  • The newly designed baggage tracking app effectively tracked device locations at targeted moments (the time when the gps is activated)
  • It was simple to train agents on and the branding helped them become proficient
  • There was an issue with the devices (e.g. Created 2-3 years ago) themselves; they are not chargeable. 🙂 So the pilot program ended abruptly.

Interactive Prototype Videos

Mobile View (YouTube video)