KLM – Self-service Bag Drop

Speeding up Bag Drop

How can we re-design Self Service Bag Drop Off, where passengers tag & drop bags themselves, so that it works even faster & more efficiently?

Cnote first conducted contextual research at Schiphol & other airports. Watching passengers, it was clear that Drop Off depends both on the machine and its interface as well as on the touch points before getting to the machine. For example, if the passenger’s expectations about bag handling are managed during (online) check-in, the chance for “Bag Drop success” was higher. Additionally, the video screens & service agents at the airport that guide passengers to the Drop Off area can prepare passengers to have the right documents at hand once they reach the machine. Next to this, research showed that passengers were struggling to place the self-adhesive labels on the bag.

The result was a more intuitive machine interface, including a simple DIY video on how to place the self-adhesive label on the bag handle. Cnote also delivered concept design ideas to improve passenger preparation during check-in.

What we did

✓ Expert review
✓ Real Life Check: Interviews & observations at the airport
✓ Iterative interface design
✓ Usability research: testing new screens at the airport
✓ Sketches for improvement ideas to mobile, online & signage around bag drop off