Delta Airlines Kiosk

Overview:

Delta Airlines aims to enhance its self-service kiosks to better assist passengers during irregular operations (IROP), such as flight delays, cancellations, or rebookings. The kiosk enhancement includes additional functionalities to allow passengers to manage their travel arrangements seamlessly, even in unexpected situations. This enhancement focuses on improving user experience (UX) and incorporating a design system to ensure consistency and ease of use across all interactions.

User Persona:

Emily is a Delta Airlines passenger who has special requests outside the normal check-in scenario’s and arrives at the airport to discover her flight has been canceled due to inclement weather. She values self-service options that enable her to quickly and efficiently manage her travel plans without the need for lengthy queues or assistance from staff.

User Flow:

1. IROP, Irregular Operations Process Service Layer Flow

   - Emily approaches the self-service kiosk and is notified on the screen that her flight has been canceled or delayed.

   - The kiosk provides clear instructions on how to proceed, guiding Emily through the available options.

2. Additional IROP Notifications:

   - Emily selects an option on the Delta kiosk menu that is invokes the  "Irregular Operations" service layer, on check-in at the Delta Airport Kiosk, which presents her with a range of additional tasks to address her disrupted travel plans.

   - She can choose to add baggage, add a travel companion, or update her meal preferences directly from the kiosk.

3. Baggage Addition:

   - Emily selects the "Add Baggage" option and follows the prompts to enter the number of bags she wishes to check and make any necessary payments.

   - The kiosk generates baggage tags and boarding passes for Emily's additional luggage, streamlining the check-in process.

4. Companion Addition:

   - Emily selects the "Add Person" option and inputs the details of her travel companion, including name, contact information, and seat preferences.

   - The kiosk updates the itinerary to include the additional traveler, assigning seats and generating boarding passes as needed.

5. Meal Management:

   - If Emily had previously selected a meal preference for her flight, she can choose the "Update Meal" option to modify her selection based on availability or dietary restrictions.

   - Alternatively, if Emily hadn't selected a meal yet, she can use the "Add Meal" option to choose from available onboard dining options.

6. Check-in Timing Assistance:

   - If Emily arrives at the kiosk too early to check in for her rescheduled flight, the system displays a message indicating that Emily is early and check-in is not yet available, and the messaging directs her to the primary check-in counter for next steps.

   - Conversely, if Emily arrives too late to check in at the kiosk, the system prompts her to proceed to the airline counter for assistance.

UX Enhancements:

- Clear Instructions: The kiosk interface provides concise and user-friendly instructions to guide passengers through the IROP process, minimizing confusion and frustration.

- Visual Feedback: Interactive elements such as buttons and progress indicators offer visual feedback to indicate the status of tasks and assist users in navigating the interface effectively.

- Error Handling: The system anticipates common user errors and provides helpful error messages and suggestions to assist passengers in resolving issues and completing tasks successfully.