Duration
10 Weeks, 2024
What I Did
Research, UI Design, Wireframing, Prototyping, Data Analysis
Team
16 students | 1 mentor
My Role
UIUX Designer
Status
SCADpro: Under NDA
Overview
Airport security can often be a source of stress—characterized by long lines, unclear instructions, and unexpected hurdles that frustrate travelers while placing pressure on officers.
Our cross-disciplinary team set out to reimagine this process, creating a security experience that is smoother, more transparent, and more efficient for both passengers and staff.
Project Objective
Design and develop proof of concept (POC) that demonstrates an innovative way to provide a more seamless passenger experience that ultimately increases security, decrease wait times and improves the overall customer satisfaction.
SCADpro
SCADpro is a collaborative design studio that brings together students and industry leaders to address real-world challenges
In partnership with Deloitte, our 16-member multidisciplinary team spent ten weeks reimagining a smoother, less stressful airport security experience. We researched the current process, identified pain points, and proposed improvements for travelers and officers alike.
Due to confidentiality agreements, this case study highlights our process, my role as researcher and UIUX designer, and the key lessons learned.
Service Planning
Reimagining a Comprehensive Service‑Design Solution
This project was a comprehensive service design exploration aimed at enhancing the overall airport experience. Our team collaboratively conducted user research and journey mapping to identify key pain points in the current airport security process. After the research phase, we divided into smaller teams to focus on different aspects of the solution.
Research Process
From Service Innovation to MVS
This project explores how design-led service innovation can transform the airport security experience into one that is faster, more human-centered, and less stressful for travelers. Partnering with Deloitte and TSA, our team developed and tested a Minimum Viable Service (MVS) framework over 10 weeks. By mapping user pain points, co-creating with stakeholders, and prototyping future-state solutions, we identified opportunities to reduce friction, improve transparency, and build trust in the security process.
The outcome is a blueprint for a streamlined passenger journey that balances efficiency, safety, and user comfort—laying the foundation for scalable improvements across U.S. airports.
Research Process
01 Field Exploration & Cultural Probe
Visited airport security checkpoints to observe passenger flow, bottlenecks, and staff operations.
Cultural Probe: Distributed probes to passengers (e.g., travel diaries, photo tasks) to gather insights about their personal experiences, stress triggers, and travel habits.
Captured real-world behaviors, environmental constraints, and context for design.
02 User Research
Interviews: Conducted in-depth interviews with travelers and TSA staff to uncover pain points, emotions, and unmet needs.
User Study: Structured sessions to evaluate how users interact with existing TSA processes, technology, and signage.
03 Co-Design & Ideation
Brought together stakeholders — passengers, TSA staff, and designers — to ideate solutions, map journeys, and prioritize opportunities.
04 Prototype Testing
Interviews: Conducted in-depth interviews with travelers and TSA staff to uncover pain points, emotions, and unmet needs.
User Study: Structured sessions to evaluate how users interact with existing TSA processes, technology, and signage.
