United Airlines | Designing the Future of Airport Lobbies
United Airlines | Designing the Future of Airport Lobbies
United Airlines | Designing the Future of Airport Lobbies
Making the travel day at the airport less stressful
Making the travel day at the airport less stressful
Making the travel day at the airport less stressful
Making the travel day at the airport less stressful
ROLE
ROLE
Product Designer
Product Designer
Timeline
Timeline
6 months: January 2025 - August 2025
Team
Team
2 Product Designers (including me), Lobby Manager @ United, UX Researcher @ United
Platform
Platform
United App - mobile UI, IOS Live Activities + Notification system, Self-service Kiosk
United App - mobile UI, IOS Live Activities + Notification system, Self-service Kiosk
• Context
• Context
Sponsor Goal
Sponsor Goal
Rethink the airport lobby experience (everything pre-TSA)
Rethink the airport lobby experience (everything pre-TSA)
United wants to reduce confusion, speed up processes, and help passengers move through the lobby with less reliance on staff. They are especially focused on helping infrequent travelers, who make up 70% of their customers and often feel overwhelmed when they arrive at the airport.
United wants to reduce confusion, speed up processes, and help passengers move through the lobby with less reliance on staff. They are especially focused on helping infrequent travelers, who make up 70% of their customers and often feel overwhelmed when they arrive at the airport.
SeaTac United Lobby, 29th April
outcome
outcome
A home-to-gate guidance system and reimagined bag drop
A home-to-gate guidance system and reimagined bag drop
The solution combined pre-arrival guidance, wayfinding, and a kiosk-free bag drop vision into a service design deliverable spanning the entire journey.
The solution combined pre-arrival guidance, wayfinding, and a kiosk-free bag drop vision into a service design deliverable spanning the entire journey.
My ROle
My ROle
I led end-to-end design, with a focus on closing the pre-arrival awareness gap
I led end-to-end design, with a focus on closing the pre-arrival awareness gap
From research and testing through prototyping and handoff, I shaped key interventions: a dynamic wait time widget, journey preview, bag scan for allowance clarity, and a roadmap for just-in-time guidance.
From research and testing through prototyping and handoff, I shaped key interventions: a dynamic wait time widget, journey preview, bag scan for allowance clarity, and a roadmap for just-in-time guidance.
IMPACT SUMMARY
Design solutions were projected to drive over 85% app and service adoption and lead to time savings in the lobby. It would also significantly reduce stress for travelers, reliance on agents and bottlenecks in the lobby.
85%
85%
Participants would download the app
Participants would download the app
4+
4+
Stakeholders buy-in when presented
Stakeholders buy-in when presented
15-20
15-20
Minutes saved in the lobby
Minutes saved in the lobby
Hear it from our sponsors
Stakeholders saw our work as production-ready, strategically aligned, and impactful enough to influence United’s roadmap for the year ahead
“A lot of solutions and ideas you've thought through may address not only today's but tomorrows problems ”
Jay | Sr. Lobby Manager, United
“Great job of providing a phenomenal slate of ideas. I'm very happy with this. We'll use this as reference as we build out our roadmap”
Casey | Airport Experience Manager, United
• Problem
• Problem
USER NEEDS
SPEED
SPEED
REASSURANCE
REASSURANCE
EASE OF USE
EASE OF USE
Interviewing at the boarding gate, I learned: the airport lobby isn’t just a checkpoint - it’s where travelers' stress peaks and emotions run highest.
“This is my first time here so I didn't know the airport, I was a little confused. I felt everybody was as confused as me…I didn't feel like things were clear, for a person who's just walking in”
“This is my first time here so I didn't know the airport, I was a little confused. I felt everybody was as confused as me…I didn't feel like things were clear, for a person who's just walking in”
“This is my first time here so I didn't know the airport, I was a little confused. I felt everybody was as confused as me…I didn't feel like things were clear, for a person who's just walking in”
P1, Infrequent Traveler
Seatac Airport
“I waited to use the kiosk, but it couldn't scan my passport. Then I had to get in line, and by the time I got to the counter, I'd missed my flight and had to rebook it again”
“I waited to use the kiosk, but it couldn't scan my passport. Then I had to get in line, and by the time I got to the counter, I'd missed my flight and had to rebook it again”
“I waited to use the kiosk, but it couldn't scan my passport. Then I had to get in line, and by the time I got to the counter, I'd missed my flight and had to rebook it again”
P4, Infrequent Traveler
Seatac Airport
Goal
Goal
How Might We
How Might We
• FINAL DESIGNS
• FINAL DESIGNS
Overview
Overview
Turning Uncertainty Into Control Across the Travel Journey
Turning Uncertainty Into Control Across the Travel Journey
End-to-end guidance system working across the entire user journey to surface the right step at the right time.
Whether its bag scan or wait times before leaving home, OR journey preview or navigation once you're arriving at the airport - this is a framework that identifies moments of stress and gaps in knowledge for an infrequent traveler and replaces it with more control, visibility and reassurance - in a way thats personalised to their specific travel situation.
End-to-end guidance system working across the entire user journey to surface the right step at the right time.
Whether its bag scan or wait times before leaving home, OR journey preview or navigation once you're arriving at the airport - this is a framework that identifies moments of stress and gaps in knowledge for an infrequent traveler and replaces it with more control, visibility and reassurance - in a way thats personalised to their specific travel situation.
UNITED APP HOMESCREEN
UNITED APP HOMESCREEN
Right after check-in, a new home for your trip
Right after check-in, a new home for your trip
Once checked in - the United app homepage surfaces what matters most: your boarding pass and flight details. In context to it, a new section called Get Ready for Your Trip that dynamically updates through the day, surfacing important actions aimed at preparing them for their travel day ahead of time
Once checked in - the United app homepage surfaces what matters most: your boarding pass and flight details. In context to it, a new section called Get Ready for Your Trip that dynamically updates through the day, surfacing important actions aimed at preparing them for their travel day ahead of time
“If it's an airport that I'm unfamiliar with, which is every airport, I feel like that would be super helpful”
“If it's an airport that I'm unfamiliar with, which is every airport, I feel like that would be super helpful”
P15, Infrequent traveler
Concept testing
P15, Infrequent traveler
Concept testing
Check-In Info Upfront
Check-In Info Upfront
Check-In Info Upfront
Clear visibility to flight information, status and check-in success
Clear visibility to flight information, status and check-in success
Clear visibility to flight information, status and check-in success
Get ready for your trip
Get ready for your trip
Get ready for your trip
Recommended action takes center stage
Recommended action takes center stage
Recommended action takes center stage
BAgScan at home
BAgScan at home
A quick scan - to avoid surprises at the gate
A quick scan - to avoid surprises at the gate
The traveler gets a notification reminding them to scan bags or review their allowance. They are guided through a quick, visual walkthrough of how to scan. The scan captures the travelers bag in real time, compares it to size allowances, and confirms whether it qualifies as a carry-on or personal item.
When it fits the measurement - They are nudged to check the weight
The traveler gets a notification reminding them to scan bags or review their allowance. They are guided through a quick, visual walkthrough of how to scan. The scan captures the travelers bag in real time, compares it to size allowances, and confirms whether it qualifies as a carry-on or personal item.
When it fits the measurement - They are nudged to check the weight
Guidance linked to your allowance
Guidance linked to your allowance
Know what's included. Add what you need
Know what's included. Add what you need
BEFORE YOU LEAVE
BEFORE YOU LEAVE
Track wait times to beat the crowd
Track wait times to beat the crowd
Six hours before departure, travelers see live and predictive lobby and TSA wait times - and a recommendation on when to reach based on that. The live widget updates dynamically, removing past predictions - showing only what matters now. By progressively revealing information, we only surfacing relevant data.
Six hours before departure, travelers see live and predictive lobby and TSA wait times - and a recommendation on when to reach based on that. The live widget updates dynamically, removing past predictions - showing only what matters now. By progressively revealing information, we only surfacing relevant data.
Arriving at the airport
Arriving at the airport
Journey Preview lets travelers orient themselves and visualise their journey before they even set foot at the airport
Journey Preview lets travelers orient themselves and visualise their journey before they even set foot at the airport
It breaks the day into clear steps - kiosk, bag drop, TSA, gate: using real photos of their airport. Helping travelers be sure that they are where they need to be. Seeing the journey = Feeling in control
It breaks the day into clear steps - kiosk, bag drop, TSA, gate: using real photos of their airport. Helping travelers be sure that they are where they need to be. Seeing the journey = Feeling in control
"I have a movie to play in my mind, and it has references that I can cross check... that would reduce a lot of my stress."”
"I have a movie to play in my mind, and it has references that I can cross check... that would reduce a lot of my stress."”
P2, Infrequent traveler
Usability testing
P2, Infrequent traveler
Usability testing
Travelers told us they don’t just want to know where to go, but how to get there. So journey preview lets them pick from among different views - map, visual or 360
Travelers told us they don’t just want to know where to go, but how to get there. So journey preview lets them pick from among different views - map, visual or 360
terminal navigation
From Plan in Hand to On‑Site Navigation
From Plan in Hand to On‑Site Navigation
From their journey preview, or right from the Live Activity widget - they can tap to start navigation.
Journey preview then transitions into step-by-step lobby guidance integrating with United’s existing terminal maps to show exactly where to go next.
With a quick tap, it switches from map mode into immersive guidance - placing arrows and instructions directly into their real-world surroundings.
From their journey preview, or right from the Live Activity widget - they can tap to start navigation.
Journey preview then transitions into step-by-step lobby guidance integrating with United’s existing terminal maps to show exactly where to go next.
With a quick tap, it switches from map mode into immersive guidance - placing arrows and instructions directly into their real-world surroundings.
SEAMLESS SELF-SERVICE
A quick tap at the kiosk and a simplified user flow
A quick tap at the kiosk and a simplified user flow
Once in the lobby and at the kisok, travellers now have the option of using NFC tap, eliminating the need to search for confirmation codes or scan QR passes. Within the kiosk flow, the new flow makes the entry point and CTA buttons clear and travelers see their name, ticket type, and bag allowance upfront.
Once in the lobby and at the kisok, travellers now have the option of using NFC tap, eliminating the need to search for confirmation codes or scan QR passes. Within the kiosk flow, the new flow makes the entry point and CTA buttons clear and travelers see their name, ticket type, and bag allowance upfront.
• REsearch
• REsearch
Research Methodology
Research Methodology
What we did
What we did
Contextual Inquiry
Contextual Inquiry
Contextual Inquiry (April 29th)
5-6 Airline agents
United Lobby at SeaTac
Observe the current flow, probe the experts
Walk-Up Interviews
Walk-Up Interviews
Walk-Up Informal Interviews (May 1st)
15 United travelers (5 Frequent/ 10 Infrequent)
4 Boarding Gates at SeaTac (A4, A5, A8, A10)
Diverse user accounts captured in context
15 travelers (5 Frequent/ 10 Infrequent)
4 Boarding Gates at SeaTac
Diverse user accounts in context
Research INsights
Research INsights
What we found
What we found
🔗
Click here to read the full generative research report
• Process
• Process
Ideation
Ideation
Casting the net wide to find the right direction
Casting the net wide to find the right direction
🪜
Ideated across journey stages
💭
Focused on divergence
Design-test iterative sprints
Design-test iterative sprints
Concepts were shaped through iterative design-test cycles, increasing in fidelity as ideas balancing user value, business impact, and technical feasibility were refined
Concepts were shaped through iterative design-test cycles, increasing in fidelity as ideas balancing user value, business impact, and technical feasibility were refined
Design Decision-making
Design Decision-making
Notable explorations and pivots: Every solution came from diverging wide, testing with travelers, and making deliberate pivots based on what resonated most
Notable explorations and pivots: Every solution came from diverging wide, testing with travelers, and making deliberate pivots based on what resonated most
• IMPACT
• IMPACT
Travelers knowing what to do → Reduced stress, smoother operations
Travelers knowing what to do → Reduced stress, smoother operations
Designed pre-arrival guidance projected to increase app adoption by 85%, save travelers an estimated 10-15 mins in the lobby, and boost service adoption rates by 70%
Designed pre-arrival guidance projected to increase app adoption by 85%, save travelers an estimated 10-15 mins in the lobby, and boost service adoption rates by 70%
STAKEHOLDER FEEDBACK
STAKEHOLDER FEEDBACK
Stakeholders saw our work as production-ready, strategically aligned, and impactful enough to influence United’s roadmap for the year ahead
Stakeholders saw our work as production-ready, strategically aligned, and impactful enough to influence United’s roadmap for the year ahead
“The presentation itself - really well done… the designs look already ready to take to production. Great job in the quality of both presentation and the designs themselves.”
Jason Flint
Director, Digital Delivery United Airlines
“Great job. A lot of the solutions and ideas you’ve thought through may address not only today’s problems, but tomorrow’s problems.”
Jay Ahuja
Manager, Lobby Experience
“You guys did a great job of providing a phenomenal slate of ideas. I’m very happy with this. I think we’ll use this for at least the next year in reference as we continue to build out our roadmap.”
Casey Spaargaren
Sr Manager. Airport Experience
"One of the most extensive design scope we’ve seen in the projects… big thumbs up and kudos. Your professionalism, the way you present, the way you conducted research- that was all really up there.”
Axel Roesler
Professor, Interaction Design @ UW
“The presentation itself - really well done… the designs look already ready to take to production. Great job in the quality of both presentation and the designs themselves.”
Jason Flint
Director, Digital Delivery United Airlines
• Learnings
• Learnings
Designing for behavior under pressure
Learned how emotional reassurance, not speed - is the biggest value-add in stressful travel spaces, and how to support behaviour change through calm, well-timed guidance.
Thinking in systems and timelines
Practiced service design across digital, physical, and operational layers balancing short-term feasibility with long-term vision through roadmap-driven decisions.Testing as a design habit, not a milestone
Weekly design-test cycles helped us uncover blind spots early, validate direction, and stay accountable to real user needs - not just internal ideas.
Designing for behavior under pressure
Learned how emotional reassurance, not speed - is the biggest value-add in stressful travel spaces, and how to support behaviour change through calm, well-timed guidance.
Thinking in systems and timelines
Practiced service design across digital, physical, and operational layers balancing short-term feasibility with long-term vision through roadmap-driven decisions.Testing as a design habit, not a milestone
Weekly design-test cycles helped us uncover blind spots early, validate direction, and stay accountable to real user needs - not just internal ideas.
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