ReClaim
ReClaim is the reimagined baggage claim where instead of you going to your bag, your bag comes to you. Simply deplane, proceed to your claim, scan the QR code provided in your Delta app, and your bag will be dispensed to you!
ReClaim allows travelers to feel a sense of security and comfort in an anxious process because their belongings are always protected and only available to them. When you pick up a bag from ReClaim, you're opening yourself up to enjoy your moments.
Sponsor
Cognizant
Role
12 week team based project.
Project Prompt
How might we improve the airport experience?
3D Modeler, Renderer, Concept Sketcher
Project Type
Baggage claim has been a rough, unchanged part of the airport process since the 60s.
Fact
“I feel like baggage claim is really inconsistent. Sometimes I get there and it is already going... Other times I wait for 30 minutes (P3).”
“[We] were coming back from Minnesota and someone else had [my ex-wife’s] exact bag and we grabbed that one... We didn’t notice until we went to dinner and she needed something from her bag (P2).”
Traveler’s Testimonies
“It’s nerve wracking... what if someone steals my luggage? (P8).”
Most testimonials aren’t positive...
But what if baggage claim was a process that prioritized the safety of your belongings as well as the value of your time?
Introducing Delta ReClaim, the enclosed baggage claim that allows you and only you to retrieve your luggage in a leisurely way.
Renders and drawings by Emely Castro, video by Arya Kirpekar and Danielle Barnard
Use the Delta app to locate your carousel and the estimated time until your bag arrives at the baggage claim.
Scan QR code at the ReClaim baggage claim kiosk.
Your bag will be located using RFID and dispensed to you using omnidirectional wheel belts.
Grab your bag and go.
How It's Used
Renders and drawings by Emely Castro, gif from video by Arya Kirpekar and Danielle Barnard
UI/UX
UI by Danielle Barnard
Progress Status Bar
Display Wait Time
Explore Suggestions
Clear Carousel Location
30s Ad (unmute for music)
Drawings and animations done by Emely Castro
see the process
Interested in knowing more?
My Team
Madeleine Tran
Arya Kirpekar
Dani Barnard
Emely Castro
But not with baggage claim.
Fact
Most of the modern airport experience is riddled with parts that (let’s be honest) stink. But there are constant upgrades happening; check in and security used be a huge pain point, but now you can check in from your phone, check your bag yourself, and breeze through security with things like TSA PreCheck or Clear.
Image Description: Crowded check in desks; the line for which stretches and wraps around several times. People are in various states of waiting with large amounts of luggage.
So why does this matter?
Baggage claim has barely changed since it debuted in the 60s.
Baggage claim is a part of the airport process that is often overlooked. It’s an inevitability for some; the last leg in the tiring process of flying. It’s the lowest part of the post-flight journey. The wait at baggage claim is uncertain, anxiety inducing, and tiring.
Pack bags
Check-in
Travel to airport
Check bag(s)
Navigate to gate
Wait at gate
Board plane
Deplane
Go to baggage claim
Wait in TSA line
Exit airport
Pre-Airport
Packing is always a bit tedious, but checking in and getting there is easy.
Waiting in line for TSA is so annoying and takes forever. At least finding my gate isn’t hard.
All I have to do is wait and then board and I’m there!
Waiting for my bag is so uncertain; will it take ten or thirty minutes? At least I am done!
Post-Security
Post-Flight (arrival)
Stages
Thoughts
Activities
Emotions
Pre-Security
“I feel like baggage claim is really inconsistent. Sometimes I get there and it is already going... Other times I wait for 30 minutes (P3).”
“[We] were coming back from Minnesota and someone else had [my ex-wife’s] exact bag and we grabbed that one... We didn’t notice until we went to dinner and she needed something from her bag (P2).”
Traveler’s Testimonies
“It’s nerve wracking... what if someone steals my luggage? (P8).”
Expanded Post-Flight Journey
Deplane
Go to baggage claim
Wait at Baggage Claim
Retrieve Bag
Exit airport
Post-Flight (arrival)
Stage
Activities
Emotions
Overall Journey Map
N = 274
Relevent Research
“Because it [security system] changed so much, it makes me nervous and gives me anxiety. I don’t like to be surrounded by a lot of people, and am nervous waiting in line”
“I worry about what’s in my bag”
“I don’t like being yelled at about what to do next in the security line”
1
Security
2
3
Baggage claim
“Nervous if the bags make it, frustrated if they take too long”
“The treacherous wait starts.”
“I have more anxiety if the bag is not directly on me. I’d rather lug it around than check it in”
“I don’t trust the airline with my stuff”
Checking a bag
However, baggage claim isn’t alone as a pain point.
A survey we put out that garnered 274 responses ranked these to be the top pain points in the airport journey.
Notably, these pain points feed into each other; to go through security fast, you check your bags so you have less to carry. But checking a bag means you inevitably end up at baggage claim.
If we could encourage travelers to check a bag, the entire process could improve.
Important Analysis
Image description: concept drawing where passengers know exactly where their bag is based on a screen reading out names above the claim. Concept Courtesy of Danielle Barnard.
Digital proximity -> detects when close to baggage claim & allows you to scan to retrieve bag
12
Dani Barnard
cloud 9
Track bag on carousel
11
Dani Barnard
cloud 9
Image description: concept drawing where passengers know where their bag is based on a screen reading out names above the claim. Concept courtesy of Danielle Barnard.
Retrieve bag through scanning -> reduce fear of people stealing & difficulty of raised, moving luggage on carousel
9
Dani Barnard
cloud 9
Image description: concept drawing where travelers scan to retrieve their bag off the baggage claim. Concept courtesy of Danielle Barnard.
Combining Concepts
The Chosen One
Traveler deplanes and heads to baggage claim.
One their way, they get notifications about their wait time. If not using a phone, then scanning their boarding pass at the kiosk will suffice.
When their bag is ready, they will be presented their pass to scan at any kiosk at their assigned claim.
The traveler’s bag will then be deposited to them on ground level, allowing the traveler to grab and go easily.
Your bags are still coming off the plane. Estimated time: 10 minutes
Initial Storyboard (drawn by Emely Castro)
Bringing it to life
User Testing AKA
Baggage Claim Testing Set Up
Luggage carousel
Kiosk
Baggage Deposit
Scanner
Round 1
User Testing Kiosk UI by Danielle Barnard
User Testing Initial Phone UI by Danielle Barnard
SCAN YOUR PASS
TAP TO BEGIN
Hi ______________ ,
Come back in 8 minutes.
Please step aside.
Got it!
Hi ______________ ,
Your bag is on the way!
Please wait here.
Hi ______________ ,
Thank you for traveling with Cloud 9 Airlines!
Hi ______________ ,
CLAIM 3
Retrieve bag in 15 minutes.
OPEN PASS
Hi ______________ ,
CLAIM 3
Bag is ready!
Scan pass at kiosk now.
OPEN PASS
CLAIM 3
Scan pass at kiosk now.
Testing Process
Estimated time: 10 minutes. Please wait.
Walk through using phone or boarding pass
Your bags are ready!
Scan pass at kiosk
Retrieve bag
User is briefed on process.
This interaction garnered a lot of wows. The novelty of it all positively added to the perceived safety of the interaction.
The Claim in Action
Users either focus on the phone or the kiosk; they cannot focus on both. It causes them to use the system incorrectly.
Users are unable to actually process what is on the screen when they are not actively using the information in a realistic scenario. In our initial round of testing, we started the users next to the claim which ended up testing their ability to scan a QR code rather than absorb or use any of the information provided by the UI.
Round 1 Negatives
Users enjoy knowing how much time it will take for their bag to arrive; it took the edge off of waiting since they knew how much time they had. One user commented that they enjoyed not having to carefully watch the claim for their bag to come out.
Users enjoy knowing their bag is secure and unable to be accessed by other travelers.
Round 1 Positives
User testing revealed a lot of improvements that needed to be made both to the kiosk design as well as the UI.
Key Takeaways
UI Testing Set Up
Round 2
MY TRIP
LGA > ATL
Arrival 10:20am
FLIGHT#
CL043
CLOUD9AIRLINES
APRIL 01, 2024
CLAIM AREA
S3
BAG#
CL0123456
Help Center
Track My Bag
Hi ______________ ,
X X X X
WAITING TIME
15 MINS
Estimated 10:35am
MY TRIP
LGA > ATL
Arrival 10:20am
FLIGHT#
CL043
CLOUD9AIRLINES
APRIL 01, 2024
CLAIM AREA
S3
BAG#
CL0123456
Help Center
Track My Bag
Hi ______________ ,
X X X X
WAITING TIME
2 MINS
Estimated 10:35am
MY TRIP
LGA > ATL
Arrival 10:20am
FLIGHT#
CL043
CLOUD9AIRLINES
APRIL 01, 2024
CLAIM AREA
S3
BAG#
CL0123456
Help Center
Track My Bag
Hi ______________ ,
X X X X
WAITING TIME
Arrived
Scan at kiosk
MY TRIP
LGA > ATL
Arrival 10:20am
FLIGHT#
CL043
CLOUD9AIRLINES
APRIL 01, 2024
CLAIM AREA
S3
BAG#
CL0123456
Help Center
Track My Bag
Hi ______________ ,
X X X X
WAITING TIME
Arrived
Scan at kiosk
Your bag is on the way!
UI by Danielle Barnard
Our second round of testing forced users to utilize the information provided in a revamped UI in order to locate their claim. We took their phones as ‘luggage’ to make them care about the test, then sent them to find the claim using signs and information from the UI.
Once they successfully made it to the claim and scanned, they received their phones back.
Putting this all together, we created Delta ReClaim.
When more was at stake, users focused and produced proper positive results. Although we got some feedback on the UI, we also received more thorough data to help us design our final model.
Introducting
Delta ReClaim
How it is used:
Renders and drawings by Emely Castro, gif from video by Arya Kirpekar and Danielle Barnard
UI by Danielle Barnard
ReClaim
because when you check a bag, you are able bring more of your home with you...
...and more of your travels home with you.
thanks for flying with us
special thanks to Cognizant for their sponsorship feedback and Noah Posner for his guidance
cloud 9
airlines
