As part of the CX team at Cnote, we started the engagement teaming up with Schiphol airport staff for KLM’s Bagdrop team improve and increase adoption and success rate of their new bag drop service.
As a first step, we made a plan to do research and testing of the current experience to understand the customer’s perspective.
Next, we observed passengers, uninterrupted, trying to queue up and use the service after leaving the checkin kiosks or desks. Then, we asked several passengers about their experience, taking note of pain points like not understanding instructions on the screen and how to affix the sticky tags to the bag.
We did this for several days, with KLM staff present to watch, and got a deep understanding of the issues. We presented the findings and recommendations to the team and made an improvement plan consisting of redesigns of the kiosk screens as well as improving communications to the passengers prior to coming to the bagdrop touch point – the goal was to set clear expectations, and reduce the confusion and frustrations they experienced.
Using gained insights, we created new designs and flows for the kiosk screens, ensuring clear instructions and prioritized information. We made sure the screens were in sync with the other inputs/outputs on the machine, so the passengers had time to read the screen, scan the barcodes, get the bag sticky label and attach it to the bags.
We also better addressed the failure scenarios such as overweight baggage or printing failures in the machine.
For the non-kiosk touch points and flows, we help trained staff to change their messaging to help with the queue flows, and put passengers at ease.