How might we streamline luggage tracking and the recovery processes for flight passengers who have lost their checked luggages, to ensure a timely and transparent resolution, enhancing their overall travel experience and mitigating the financial and emotional impact of the issue to both the passenger and the airline?
The situation of lost or delayed checked luggage remains a challenge that significantly affects both passengers and airlines in modern day air travel. In spite of advancements in technology and operational procedures, the recurrent misplacement of baggage at various airports continues to be a source of frustration, financial strain, and reputational damage within the industry. Operational inefficiencies, communication gaps, and a lack of sufficient tracking mechanisms contribute to the frequency of this problem. Understanding the distinct nature of the challenges faced by passengers who experience luggage loss is crucial for developing sufficient solutions that not only mitigate the impact on travelers but also enhance the overall reliability and trustworthiness of airline services. The pursuit for an optimal resolution involves addressing the root causes, improving communication channels, and implementing advanced tracking technologies to create a seamless and customer-centric baggage handling experience in the realm of air travel.
Since the beginning of the pandemic in 2020, incidents of lost luggage have become increasingly frustrating for airline passengers, causing not only financial strain but also emotional distress during an already stressful travel experience. An example that outlines the severity of this problem is an article by CBC Post that reviews the effects on both travelers and the airline companies.
User Pain Points
Using google survey and LinkedIn, we identified a few different categories of prospective users and did about 3 user interviews. Passengers/customers consistently expressed frustration with the lack of real-time tracking for their checked luggage, leading to anxiety and inconvenience during travel.
75% of survey population mentioned they were unhappy with the current solution, emphasizing the need for an innovative and reliable luggage tracking system.
Our preliminary user research to validate this problem with a few frequent travelers with major Canadian Airlines had experienced lost luggage and expressed a strong desire for a more effective tracking solution.
Landing on the Solution (Optional but recommended)
Based on our target users’ pain points, we knew we wanted to work on the following features: real-time tracking, a user-friendly interface, and a seamless integration with airline baggage systems.
Explanation of Solution
After we showcased our prototype to the users again, we learned that the real-time tracking and push notifications were a game-changer, providing a sense of control and reducing the stress associated with potential luggage mishandling.
From speaking with customers and passengers, refining the user interface for even greater simplicity, exploring partnerships with major airlines for seamless integration, and investigating additional features such as luggage history tracking.
Product Manager Learnings:
Co.Lab was a very interesting experience for me, teaching me to connect more with my creative side and the importance of user-centric design, rapid iteration, and the incredible impact of solving a real pain point in the market. The collaboration within the cross-functional team was invaluable, and I'm excited to carry these learnings forward in my product management journey.