CONCEPT
Delta ReClaim is a smarter, more seamless baggage claim experience. Instead of searching for your luggage, your bag comes directly to you. Our system keeps your belongings secure while providing real-time updates, so you’ll always know when to expect your baggage, and allowing you to enjoy your moments that matter.
ROLE
Team Project / UI/UX Designer
TIMELINE
Spring 2024 / 12 weeks
TEAM
Emely Castro, Arya Kirpekar, Maddy Tran
PROBLEM: Baggage claim is an inefficient and anxiety-inducing experience. Long waits and a lack of perceived security lead 97% of travelers to reconsider checking a bag in the future.
APPROACH: We conducted 20+ interviews and gathered 270+ survey results to map traveler pain points and analyze stakeholder needs. We mapped traveler pain points, analyzed stakeholder needs (including travelers, TSA, bag handlers, and airport staff), and prototyped a seamless claim experience integrated into the Delta app.
INSIGHTS: Wayfinding issues and an increase in carry-on bags create bottlenecks and slow down airport flow. Despite being a top pain point, baggage claim has seen little innovation. Ultimately, travelers prioritize time transparency, safety assurance, and efficiency.
