The Airport security screening process is an essential and important guard to safe travel. However, it is recognised that this mandatory checkpoint often creates a low point in customer satisfaction at airports. Liverpool John Lennon Airport saw this as an opportunity to review their existing arrangement and inject some design thinking in a bid to improve the passenger experience. LJLA invited CCD to tackle the design challenge.
From the outset, there were two core challenges to address:
• Improve the security screening experience for passengers
• Increase passenger throughput
CCD immersed themselves in the space to get to the heart of the security puzzle, performing a series of ethnographic research exercises with observations, interviews -with passengers and staff-and simulated walk throughs. The research uncovered pain points, recurring behaviours, and helped to identify where opportunities existed to improve experience and process.