Client

Air New Zealand

Agency

Designit, 2023

Role

User Experience Designer

Overview

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Air New Zealand ground staff currently use a device called a ‘Kentucky scanner’ to scan bag barcodes and reconcile bag details at the airport. The scanners often don’t work which means crew are forced to manually enter details like bag weights and barcode numbers. The user interface is not intuitive which was leaving staff confused and frustrated. Air New Zealand’s vision was to rebuild existing Kentucky features as an IOS app with simplified UX and UI to reduce time spent inducting bags.

Process

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We worked closely with the Brilliant Basics agile squad at Air New Zealand to develop the initial wireframes and user flows of the app. The app required the use of Augmented Reality (AR) so that crew could easily scan the barcodes and scales to register the weight of the bag. We made a rapid prototype to test it with crew as soon as possible. It was a test and learn process with constant iterations and development as we gathered more feedback from the crew. We designed the user interface of the app using components from the AirNZ design system and Apple’s AR kit. 

Impact

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• Enhanced capability to support self-service exceptions and improve the customer flow through the airport.

• Contribution to a reduction in mishandled bags

• Contribution to the reduction in on-time performance delays

• Flexibility of where scanning can be completed and inducted at the airport