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Getting Ready to Fly - Hero (still)

British Airways

Getting ready to fly

Client

British Airways

Contributions

Experience Design

Tech Consultancy

UX/UI Design

Creating a new flagship check-in experience

Upgrading British Airways’ check‑in and fast bag drop kiosks for an improved customer experience.
As we begin to dust off our passports and dream of overseas holidays, the team at Bond are looking forward to making use of one of the projects they delivered for British Airways before lockdown.
The airline engaged Bond to create an improved, more intuitive customer experience through their 96 Check‑in and 70 hosted Fast Bag Drop kiosks at Heathrow Terminal 5 and within British Airways’ dedicated check‑in zone at New York JFK, Terminal 7. The kiosks are intended to be quick and easy to use and are critical to the smooth flow of customers through the departures hall. They enable those who haven’t checked‑in online to complete the process and any customers who wish to check‑in luggage to do so themselves with the assistance of a British Airways representative. The use of kiosks also frees up the hosted customer service desks for more complex interactions.

The customer was at the heart of the airline’s brief

The updated technology and user experience had to be intuitive and easy‑to‑use and visually led for the breadth of languages spoken by British Airways’ customers. It also had to deliver the optimal flow of travellers through the whole airport experience, minimising any waiting at security or the track transit system that runs between the terminal’s satellite buildings. Bond’s London designers worked closely with British Airways’ airport operations team to review the current experience, exploring usage, dwell time, ease‑of‑use and efficacy.
"We are always exploring new ways to build upon the customer experience."
‑ Will Rumsey, Automation and Technology Manager

Pinpoint the ideal

Bond’s London designers worked closely with British Airways’ airport operations team to review the current experience, exploring usage, dwell time, ease‑of‑use and efficacy. From that they were able to pinpoint the ideal technology and design the new optimised experience, creating a step‑by‑step flow with the focus entirely on the customer. The result was a reduction in the number of screen interactions required, and a simpler and more visual interaction, thanks to the integration of CGI videos. The Bond team also worked to the airline’s brand guidelines to ensure that check‑in and bag drop felt like an integrated part of the overall brand experience.