Kickstarter video

User Evaluation

User Evaluation Report

After the criteria process, we figured out the final concept that we want to implement. But before that, we should conduct a user evaluation test. The aim of the test is to gather users’ feedback, help us find the pain points of the concept and to improve it. We will perform it not just by introducing our concept and start asking questions, but to make our interviewees do actions with our product. We will try to evoke their memory of the airport and make them feel like they are using the product in a real context. To achieve this, we will use our lofi-prototype or the real object to simulate the real situations. Only after those stages will we ask the questions of their feelings and record the feedbacks.

Here are the feedbacks below.

User 1

Name: Annie

Age: 24

Occupation: Marketer

Location: Home

Feedback:

It is a product that I would like to try, as it is free of charge and I do not need to do additional operations to use it. If I were given this, I will be happy to see the in-time notice that my checked-in baggage is already on board on the digital screen at the boarding gate. After I arrive and go to the baggage claim, I would probably still want to stand beside the baggage carousel other than sit on the comfortable chair next to the carousel or go to a café, but instead of looking at my bags, I will look at the digital screen to check if my bags are already on the way. 

In terms of the potential problems of the system, I wonder if any system error occurs, for instance, screen frozen, screen shut down, data inaccurate, no instant notice, how would the airport tackle it. Especially when my baggage is actually on board, but it’s not shown on the screen, I would be very worried at that time.

Its best features are the scanning system, which is really helpful to prevent the luggage lost. While the display of whether your baggage arrived is not that helpful, the user experience might be improved a little, but not much, I still may feel frustrated.

In several circumstances I will not use the system, for instance, I don’t have checked-in baggage, or I’m in a hurry. In the first situation I would not care about the baggage at all, and in the second situation perhaps I would look at the carousel to quickly find   my baggage to leave as soon as possible instead of waiting in another area to see if my name is on the screen.

I think there are several things you can improve, if you are using an app or sending messages to let me know my baggage is on and off board that would be a much better experience than to look at a digital screen for me. Well, among those two approaches I prefer the messages, it’s more instant, and I don’t have to download and install an app.

User 2

Name: Rachel

Age: 28

Occupation: Human Resource Adviser

Location: Airport

Feedback:

I think baggage belt tag idea is really good and useful for travelers who have checking-in baggage. If this system is implement in the airport, it can reduce much time for waiting baggage and it will also decrease baggage lost rate. The best feature of this product is people can check their baggage timely. If I am using this product, I can exact tell my friend what time they can pick up me at the airport instead of fuzzy estimate time. However, I would provide that if I find my baggage lost, what should I do and how can I get my baggage back? Are there any continuous services for users? Furthermore, is there any instructions for users or matters need attention? Again, it is not a bad idea for frustrating waiting passengers, but I have no expectation for it unless you improve it.

User 3

Name:  Ashley

Age: 29

Occupation:  Web Developer

Location:  Here

Feedback:

The Baggage Tag system seems dangerous.  Very nervous about what would happen if you could identify someone’s bag and then that bag is targeted for theft - even if only the seat number is displayed.  Imagine a famous person on the flight - mentioned Justin Bieber - what do you think would happen to his bags if people knew they were his bags?  Nothing good.  Also mentioned if you knew a bag belonged to Bill Gates, that would be the bag you’d steal, because it’s got to be filled with gold ingots or new tech.

Current system not too bad.

Doesn’t improve on current system in such a way that makes it worth it.  It’s derivative rather than a fundamental change in the system. 

One piece useful info there, knowing that your bag was on plane, but by time your bag(s) are on the plane you’re on plane already and there is nothing you can do if your bags aren’t on the plane.  Once you’re parted from your bag(s) you are at the mercy of the airline, not much can be done about this.

No thoughts of improvement. Doesn’t like the idea at all.

_____________________________________________________________________

Feedbacks collected from the actual users of the airport are really helpful for our further design. Some of the problems are also found during the peer critique of the in-class presentation. We pay attention to the suggestions and try to incorporate some of them by iterating over the final concept.

Among all the suggestions, we thought Annie’s suggestion in terms of the form of the baggage information is worth consideration. Whereas some user is very disappointed with our product and didn’t give any suggestions. As there are risks at iteration, and we have no time to evaluate the new idea, we have to leave it to the next stage of design.

Overall, our product is at an early design stage, there is still potential to incorporate the feedbacks in the product in the future. Our core value is to create a social, public and inventive product to improve the user experience of Brisbane Airport.

64 Design team critique 2

Kaiyun Zhang 

43721218

Critique 1

Again, a great idea. It's brilliant that you change the former paper-shape e-ticket to a bracelet-shape, which makes it more feasible as the crisp e-ink screen is now embedded in a solid hardware. It's also a nice approach to integrate the function of navigation and boarding pass.

From the perspective of 'public'. I have a few thought on it.

First, I think the product is for the tech-savvy users. It's not easy for the elderly,kids or other non-tech-savvy people to use as they rarely or never use smartphones, tablet or product like ‘iWatch’. Many of whom have no idea of the touch screen and what operations should they do to work with it. Can it completely substitutes the paper boarding pass?

Second, if each of the passengers has an e-ticket, there should be at least two models of the e-ticket for different groups of people. One of bigger size for adults and the other of smaller size, lighter and safer materials for kids.

Third, what is the price of an e-ticket? Do we or the airport pay for that? Where can I get it? If it is for a specific flight, do I need to return it? Where to return it? These questions all matter the level of 'public' of the e-ticket.

Overall, a nice work.

Critique 2

I like this idea as many people include I have really bad experience on the baggage claim process. This 'fast bags' concept aims to make the whole process more efficiently. However, I still don't find it feasible for several reasons.

First, there's only one machine in the video, while perhaps hundreds of people are expected to claim their luggage at the same time. Apparently it can't meet the throughput goals unless more machines are provided.

Second, it's actually inconvenient for passengers who have more than one bag. As everyone knows, the bags belong to the same passenger sometimes don't show up together on the carousel at the same time. They are usually separated transferred and one may come out 20 minutes later than the one before. In this case, passengers have to go through the process more than one time.

Third, what's the feedback of your bags (not the system) when you swipe your card. If there's no feedback, how would the handler quickly identifies your bags among all the bags? If there is feedback, what is it? Is it really eye-catching? How you gonna implement it?

In all these regards, I think your concept right now could be a supplement of the current baggage claim process, which cannot completely substitute the current process. Anyway, it's a great idea, you can keep making improvements on it.

Hanfei Lin 

42983466

Critique 1
This baggage reclaiming system can bring great change to this usually time consuming process while in the airport. I have some questions and suggestions toward this concept.

1) I understand the interactive interface for user to scan their tickets and locate their baggage. However, I do not quite get how the system transfer the baggage to the passengers. Also, did this process of 'interact - scan - transfer - reclaim' would take more time than just put all luggage on a belt for passengers to collect? Furthermore, if there are 200 people on a plane, how many would this interactive machines be to actually improve the efficiency.

2) I still think ideally this is a great idea, and also it feels more like an exclusive experience for someone. In other word, it is not that social when it comes to a scenario that hundreds of people trying to reclaim their baggage by using the system. May consider cutting some procedures or services in order to more user friendly to all the passengers. 

Critique 2:

Really interesting idea guys. As waiting time could always be dreadful in airport, this is an original way to kill time. Still, there are a few points I would like to suggest.

1) As your interactive screen is on the window beside the boarding gate, I reckon the numbers of these screens is limited. If for one terminal, only a few people could get access to this interactive screen. So if one person set a screen and then sit down, the other person could simply go there and change the picture to the ones he or she likes. Therefore, it does not seem social to me as the screens are presented on the window. In other words, windows are shared by users but these interactive screens may only bring pleasure to those who use them.

2) As this interactive window is obviously very fun, I could imagine a scenario that kids gather around it and try to change different pictures and make fun of the scenes. Apart from the potential damage to the window, this may affect those who prefer a quiet waiting environment during the waiting time. This idea no doubt bring great joy to your target audiences, but if this means gaining these audiences by losing others, it might not be a good plan. I think perhaps you set different sitting area for those do not like this interactive experience around them. 

Yijiao Jiang: 

42505970

Critique 1:

E-ticket idea is convenient for customers at airport and provides more services. The concept of this idea is inventive.

However, this product may difficult for elder people engaging. Some elder people are not good at using smart electronic products. In addition, the concept is designing for one person, is it possible to involve more people? For example, if this product has an interphone function, users can use it contact with friends who are at the same airport as well, it could be more interesting.

Moreover, for innovative part, for interacting style, please considering more interactive method rather than press button or touch it. Multi- interactive method can be more interesting and useful for users. Voice control also can be a method to interact. 

Critique 2:

For the whole idea it is interesting and useful for customers who are waiting for their airplane. It can be a good way for passing time. Moreover, it is a public, social and inventive product.

Here are some suggestions for your team to consider:
Firstly, for the social part, considering involve more people. More than one people can interactive together, it could be more interesting and engaging.

Secondly, for the innovative part, customer interact with this product is touching the screen. Is that possible to have other methods? For example, body interactive also can be included.

Thirdly, you can do more research to show something that is unknowing information for customers. When people use it, it can give some new experiences rather than showing views that is already known or have seen before.

Galo Vargas 

43333200

 Critique 1:

The given solution, "to entertain people waiting to board the plane" itself, is interesting, and novelty. However, i don't see it in any means being mass adopted by more than a couple of airports, or even gates within a terminal, since the implementation could be really costly.

I would focus the content on entertainment or novelty facts about the location, rather than specific places.

It will be better to "share and follow further" the experience with an airport/airline app that completes the job, and the screens acts more like a hook (and the app is the bite, lol).

What would be really interesting to see is if, this kind of interaction, could successfully encourage 2 or more strangers interact with each other.

Keeping it simple would be great too.

Critique 2:

Hey guys, first....
Awwweeeesome idea. I have been starving so many times in the airport, and not willing to pay their overpriced food.

However, there are some things in the design of the app. One of them could be the way I browse food was as simple and it was confusing that, after selecting pizza hut, I got several other stuff (like a banana) as choices.

I want to ask, this is only shopping "per brand" or per food? Example, I want pizza.. and i can see different pizza brands... or I'm limited to the available brands only?

Secondly, what about the prices? the prices should be the same as the city, if not, if they are the same big prices as the airport, it makes no sense since in the airport most of the times there is a lot of variety. Your differentiation factor here is the PRICE and, also, the speed of delivery.

Thirds, it wasn't that obvious WHERE I would get my delivery. I should state that from the beginning and AFTER THAT, see the available brands (or food) able to be delivered at that location, since in huge airports, the terminals are very far away from each other, and you even have to catch a skybus or airtrain to move between them.

64 Design team critique 1

Hanfei Lin 42983466

Critique 1: Repacking scales

This seems to be an easy-to-use and highly actionable idea, personally I really like it. I think with a little bit improvement this repacking scale system could get better.

The first of all is to find out the reason why travellers would have to repack their baggage while IN the airport, because obviously no one would choose to do this if they have to. While they are repacking their baggage, would this electronic-based system make this process even complicated? Therefore, I think one thing you need to improve is to simplify the system operating. Based on our team’s observation in the airport, different airline companies had their own locations to check in. It might save travellers sometimes if you could pre-set the airline companies for them and put different scales in their matched airline gates. This is like what self-assist check in machine currently works.

Another thing I need to mention is the maintenance of the scales. As they are mean to build in the ground, unless you put gates or isolation strips around the scales, it would be too easy to be intervened not only be repacking travellers, but also by passers-by. It would be dreadful if people step on the electronic sensor again and again and would inevitably cause damage to the scales. I believe to choose where to place the scales should be highly considered. For example, on a no through area close to the gate, so it could avoid unnecessary use and also close to those who actually need it. 

Critique 2: Interactive Wayfinder

I like the idea of interactive wayfinder. I used them a lot in some shopping centre and sometimes touring sights. It is great to introduce them to modern airport for the convenience they could have brought.

However, there are some issues you guys may want to consider before you go even further with this idea.

1) People travel through an airport could be hugely different from travelling through shopping centre or touring sights. If I want a navigator in a first-encountered airport, I would like it to be more like an app in my phone so I could use it to show the way constantly. This could be hard for a fixed machine. The way could be shown clearly on the screen by using a 2D or even 3D display, but while leaving the machine people could easily forget the step they have been shown on the screen, especially for one who comes to the very airport for the first time. On other word, the interaction would not be limited by operating on the machine. Solutions can be if the steps could be synchronised on travellers’ smart phone, or even print out the brief step to a certain place on a paper.

2) I like the idea of showing the boarding information for the traveller by the wayfinder. However, with more functions added to the system, more demands would be brought to use the machine. It is good for one to have a highly integrated system, but this also means more time for a single user to stay on the machine. Meanwhile increasing amount of the machine is unrealistic because the space in airport is very valuable. Hence it is important to control the amount of information shown on the wayfinder.

3) You may consider the material for the screen of the Wayfinder. For a machine with a lot of information to read of, you really need to avoid reading problems caused by the machine such as lightness, reflection, font size and so on.

Kaiyun Zhang 43721218

Critique 1: Digital ticket

Great idea of the digital ticket and I love it. Although it may cause problems such as "extra expense" or "not be accepted by certain group of people like elderly", I will not  focus on them. E-ink, the material you apply on your card to display, is what I want to describe below.

First, e-ink is not as bendable as you said, actually it's crisp and it can't be folded, so we may have some trouble to keep it in our pocket.

Besides, the resolution and luminance of e-ink is poor, far lower than the retina screen of ipad. If the instructions are text-only that would be fine, but if there're images like maps or signage, it can't be recognized easily. What's more, as a man have a bad eyesight, how could I read the content in a high light environment, for example, near the bulb.

Last,  the refreshing speed of e-ink screen is slow. I have a latest model of kindle paperwhite and when I page up and down, I can perceive the content loading process lasts about 1 second, which is not a good experience apparently. If your digital card keep pushing the latest information to the passengers, it might face the same problem.

In a word, you may find another material to use in your card. If not, at least solve the existing problems of e-ink, which depends on the improvement in materialogy and seems not an active approach.

That's all my thoughts on the screen material of your card, hope it helps.

Thank you for sharing.

Critique 2: The Power Arms

Well, first of all, thank you for sharing your concept with us. I have a question about the current transfer type inside the chair, by batteries or cables? Sorry that I didn't bring this out in time. But in my point of view, the application of each type may have several problems:

1.By batteries: no matter how powerful the batteries might be, they still need to charge periodically, which costs both labor and time. If I'm using it to charge my iphone and suddenly the batteries have no power, which means I should find another chair.

2.By cables: they should go through the floor to connect to the current bus, so the chair cannot be moved. The janitor there might be frustrated about the fact that he can't move the chair to clean the floor under it. Another scenario: an international student who often spend the night at airport to transfer and apt to move the chairs together to make him sleep more comfortable. When the guy suddenly find out the chairs can't be moved, he will be angry because he has no choice but sits all night.

All in all, I suggest you to identify the current transfer type first, then propose solutions for the possible problems.

Hope that helps as well. Thank you.

Yijiao Jiang: 42505970

Critique 1: Baggage repacking

This idea is really good and suit for me. I have experience that repacking my baggage in the airport when I checked in. It was really embarrass when I opened my baggage at the front of checking desk. There were so many people watching me and I felt really sorry for wasting time. The reason I repacked my bags at there because my check-in bag over weight 2KG. Moreover, the officer told me I can just take one bag with me on the airplane, but I had 3(one small luggage, one back bag and one plastic bag. Therefore, I needed repack my all bags.

If there has baggage repacking function in the airport, it may reduce embarrass moments. People can repack their bags before checking in. However, I still have some suggestions for this good idea. This system has a bit of complicated for me to use. Moreover, when I repack my bags in the airport, I may throw something I could not bring. Hence, if this function can be used in supermarkets or somewhere near the home, it may more helpful. It is because that I can repack my bags before I go to airport, then I can leave useless things at home. Besides, Children may interest about this stuff, please considering about safety for kids.

Critique 2: The power arms

This is an excellent idea for me. In our modern life, everyone can not live without electric products, especially for smart phones. When people stay in the airport, there has many uncertain things, just like delay. There are many people need to wait at the airport more than 2 hours. Hence, the power arms are really important for people in the airport.

For suggestions, firstly, I hope that it can provide cables as well. I always forget my charge cables, therefore, I can not use plug in the airport. Secondly, I suggest that considering about the space between each plug seat. Some socket head of electronics are big, hence, availability of plug seat is too low. Magic cube plug is a good example to solve this problem.

Galo Vargas (43333200)

Critique 1: The Power arms

The idea is amazing. Charging devices at the airport is a recurrent problem for recurrent users.

1) however, the location of the installation of the solution might not the proper arm, because if it's in the arm of the chair, where people usually sit with drinks in their hands, a spill could damage the outlet, let alone all the device in the chair, and could be dangerous. Locations is really important. A charging point (like a post) could be better, however, that already exist...

2) the cost is also a thing that worries me, if the plan is to install it everywhere. I would suggest, install it in only 1/3 of the chairs of the waiting zone, before boarding the plane. That could work. But starting small is key.

3) the scenario of making it not rechargeable, gives me a picture of users moving from chair to chair to charge their phone, and that surely is a bad UX.

Critique 2: Interactive wayfinder

The idea is awesome. It attacks a recurrent user pain when they are first time users of the airport. However, because of this same problem, maybe they will still see each other re checking directions again.

1) i would suggest also to have a printable version; or at least an app.

2) is necessary to check the locations of this info point. I think this is more useful for people who come to the city for the first time, rather than when people is going. As the airport is the general door of entry, is a nice spot to chose it, but I would locate this machines only after leaving the reclaim baggage zone, nearby the transportation/hotel options.

3) if this machine can offer some insight of WHAT'S going on in the city, what to do, where to go (for beginners), nice tips and much else, it will definitely rock.

Critique 3: digital ticket

I  love this idea. As an idea, it could be revolutionary; however, its execution, implementation, and the user's learning curve would make really difficult to make it a reality and really expensive too.

1) Implementation of a digital ticket per passenger, per flight, per terminal, per day... it would be so expensive to do, unless this are recyclable. But what happens if someone breaks it, or loses it? It will be a really expensive loss, but that will happen for sure.

2) The idea is clearly improving the UX in the airport in terms of giving the passenger everything he needs at hand: if it can even provide directions of "what to do next" or "where to go in the city they currently are (when landing)" would be amazing; but getting customers to get used to this in a regular basis will be really though.

3) Anyway, beyond what a final product could be, my suggestion is to start in a niche within the airport... for example, stating with the guys that only fly business class, in a certain airline, in certain terminal, of a specific airport in one city. This could help to test it out, because I think that this won't be for everyone in the short term.

Critique 4: baggage repacking

I can see the value of the concept and what it is trying to solve. Packing and weighting is a great combo.

The problem is identified, but maybe the solution is not the proper one in it's current state.

1) I think the location of the installment should be different, since the airport is a place where people most of the time are really busy, going from one place to another.

2) i think it could be dangerous and easy to break, especially if kids are running around; so this also goes back to point one: location, location.

3) privacy issues should be address, like a screen. I wouldn't go as far as having cubicles, but something where only you can have visual access of what's being doing.

4) How fast it will be? As mentioned before, people usually is on a rush and avoiding another queue (there are a lot in an airport in checking in, boarding and security check already), is a key aspect of the UX.

Clare Richmond 41216345

Critique 1: Digital Ticket

First off, I really like this idea. I think that having an interactive ticket to provide people with extra information is an excellent idea. I like that it can be queried for food options or have a map and provide more information than a regular ticket.

I think that people who are not familiar with technology would have trouble with only one button. Knowing that a tap achieves one thing and holding it done does another would not be intuitive to people who don't already know the product. You could have a user manual printed on the back or maybe a dedicated help/instructions button.

I am concerned about people feeling like they are going crazy if they check their ticket and it tells them to go to one gate and then it updates with a new gate so when they check it again it's not saying the same thing. To avoid this you could include some way to indicate that the update has occurred. Could you also include some sort of alert noise/vibration so people know to check their ticket for these updates?

Critique 2: Interactive Wayfinder

In my first week of uni I would get lost, pull out my map, put it away before walking twenty meters and pulling it out again. I think people would want to have some way of rechecking the maps - particularly in a space they've never been before - without having to find another Interactive Wayfinder. Would it be possible to print out a map from? Or maybe include coloured lines (include shapes for visually impaired people) around the airport, so you can let people know to follow the blue line to get to their boarding gate, for example.

Alternatively, the Interactive Wayfinder could connect to an app, the Wayfinder being a wifi point where you can load the map and instructions to your smartphone device.

With including time information for passengers.... I'm just considering if a person comes in and finds they have an hour to spare before having to go to security/etc. and so they wander off to shop or something. What happens if Security gets slowed down for some reason (maybe many people trigger the metal detectors?), how would the person be alerted to the fact that it's going to take longer to get through security now?