A-1

System Thinking, Service Design, Prototyping

A-1 is the San Francisco International Airport’ security service that saves waiting time and improves the security check efficiency for passengers.
Project Overview
It’s hard for passengers toestimate how long it takes for the security check and the process is always tedious and stressful.So, we re-designed the SFO’ security service to save waiting time and improve the security check efficiency for passengers by arranging different time slots for every passenger and providing them info about items not allowed in carry-on.
Project Details
Project Duration:1 month
Tea, Claire Zhou
Instructor: Erin Malone
Project Brief: Understanding the complexity of a system and develop a solution that could aid in solving a problem these areas and utilizes social techniques and concepts.
Approach: Information architecture, primary research, user flow.

"It's annoying but it's also dehumanizing. The TSA's inefficiency isn't just aggravating and unnecessary " —— David
The Challenge
1. It's always hard to estimate how long it takes for the security check;
2. The security check process is always tedious and stressful.
The Solution
1. Based on passengers' departure time, we assign different time slots (calling system) to passengers to ensure they catch their flights and minimize their waiting time;
2. A-1 service educate passengers to help them pass through the security check by providing carry-on baggage restrictions.
Our Goals
Minimize the waiting time for the security check in SFO:
1. Provide an efficient and well-organized experience;
2. Educate passengers to pass through the security check as soon as possible.

So, how does A-1 work?

According to passengers’ departure time, we assign different time slots for passengers to ensure they catch their flights and minimize their waiting time.
Passengers can check their time slots on their physical or digital tickets. At the same time, A-1 provides baggage restrictions to educate passengers before they go through the security check.

Design Process

Research

System Mapping

Secondary Research

Interview Insights

1. Too much information = low efficiency

"I ussually just ask staff questions because I get suconfused by signs easily."

2. Passengers need to be educated/informed, and be treated as human beings.

“We think we really need to educate our passengers.” — Mr. Smith
“Passengers might also be mad at us because we can't answer their questions.” — Mr. Wright

3. Staffs' attitudes are also influenced by passengers' behaviors

“Security staff become impatient because passengers don't always know what to do.” — Mrs. Chen
How might we provide efficient, well-oriented, clear experiences for both passengers and staffs ?

How might we educate passengers to pass through the security?

Design

Ideation & bodystorming

Iterations  
Idea 1: Use signs and color codes to help users organize their belongings.
Feedback: It doesn't really solve the problem, and it makes the process even more complex.
Idea 2: A folding cart enables passengers to organize their belongs even before the security check point.
Feedback:
1. The cart’s folding structure is complex;
2. Folding carts have to be lifted and made flat - which would be impossible for the elderly or children.

Concept Development
Based on the feedback we got and inspiration from restaurant and hospital Queue Management / Calling System, we developed the third idea. According to passengers’ departure time, we assign different time slots for passengers to ensure they catch their flights and minimize their waiting time.

Next Step &
What did I learn?
The first thing I learned is working with constraints. Keep iterating ideas is not easy.  The second thing I learned is to listen to other people’s feedback. Based on other’s feedback, we iterated our ideas three times, even every idea was really different, we still improved a lot :)

But if I have time to do this again, I would like to do more research about the constraints of airport security and ask more suggestions from TSA staffs. Also, we would use what we found out to map out our concept model and ecosystem map.
Thank you so much for your time. I hope you enjoyed it.