Check-In System for Families with Kids
How can we design EasyJet’s check-in kiosks to create a calmer, more supportive experience for families traveling with young children?
For this project, we mapped the current passenger journey at Copenhagen Airport and identified stress points specific to families through Field Study. Using Rich Pictures, Customer Journey Maps, and Flowcharts, we designed and prototyped in Figma a new interface that balances passenger needs with EasyJet’s operational goals.
PRIMARY ROLE
Facilitator
Research/testing
DELIVERIES
TOOLS/METHODS
Figma
Rich Picture
Field Study
Persona
Customer Journey
Flow Chart
TEAM
4 Designers
TIME
1 Week
EasyJet Inisghts
Rich Picture
EasyJet Insights
We began by gathering insights about EasyJet through desktop research, helping us understand the organization and its values. This foundation guided our design choices to ensure alignment with both business goals and user needs.
Rich Picture
We then moved on to drawing a rich picture, which helped us map out key stakeholders, interactions, and challenges within the EasyJet ecosystem. This visual overview created a shared understanding and aligned the team before diving deeper into design.
Family - Persona 1
Mother - Persona 2
Persona 1
Persona 1 represent a family of four with two young children. This persona emphasized the importance of making the journey itself feel like part of the holiday experience, rather than a stressful obligation. By grounding our process in their needs for smoothness and simplicity, the persona became a reference point for prioritizing features that reduce hassle and support a stress-free travel flow.
Persona 2
Persona 2 represents Louise, a middle school teacher and mother. She likes to plan ahead, choose budget-friendly but high-quality options, and keep her kids engaged in playful ways. Her main stressors are handling documents, luggage, and children at once, or when the kids run off. This persona highlighted design opportunities for simplifying processes and creating family-friendly touchpoints.
Field Study from CPH Airport
Customer Journey Map
Field Study
To better understand families’ journeys in airports, we visited CPH Airport to observe and analyze. We focused on both struggles and successes. A key insight was the children’s voluntary participation: they held documents, pointed at screens and signs for guidance, and even helped with baggage drop. Parents encouraged this involvement, making the process more collaborative and engaging.
Customer Journey Map
Back at the studio, we mapped the family customer journey to visualize key touchpoints, successes, and pain points. We used emojis to pinpoint areas that needed the most attention, helping us clearly see where design improvements would have the greatest impact.
Feature 1: Email notification
A pre-flight email notification from EasyJet. It provides parents with all check-in details, locations, and procedures. If children are traveling, the email highlights kid-specific guidance, ensuring a smoother, more informed start to the journey.
Feature 2: Kid-friendly Check-in Kiosk
Kid-friendly check-in kiosk. The kiosk has two screens, one at adult height and one lower for children. Key actions require both parent and child confirmation, promoting teamwork. It also highlights child-specific options, like meals, to enhance the family-friendly experience.
Feature 3: Kid-friendly equipment
Kids’ engagement station. A venting machine provides child-specific equipment, including a specially designed boarding pass, a pilot hat, and a gamified airport journey. Children follow each step of the airport process, collecting stars along the way, promoting engagement, learning, and active participation.
Flow Chart
Flow Chart
We created a flow chart for the check-in kiosk to map input and output. A key detail: kids have 10 seconds to press their ‘OK’ button, after which the process continues, preventing parent frustration. The chart clarified interactions and ensured smooth teamwork between parent and child.
Prototype
The medium-fidelity prototype was styled in EasyJet’s brand colors, reflecting the airline’s visual identity while incorporating our kid-friendly interaction features.