Kiosk Revamp

• Using a design thinking approach to challenge the identity of a functional self-service machine
• Defining a future vision and strategy for Cathay Pacific's check-in kiosks

Following industry trends, Cathay Pacific will increasingly be directing its passengers towards check-in kiosks and away from the traditional counters. However, initial user research showed strong resistance to these technologies from Cathay’s customer base, who highly value the in-person service from the airline’s world-renowned staff. I saw this as a great opportunity to humanise the kiosk and to challenge its identity as a cold, functional piece of technology.

Focusing heavily on research, ideation and prototyping, I explored a range of different concepts to re-think the check-in kiosk. I considered how to emulate the simple and pleasant interaction that one would have with a check-in agent on the digital platform. I took lateral inspiration from lounge chairs to coffee carts to create a more inviting form factor for the machine. Following the testing of these concepts, we defined a a more concrete vision for the future of the kiosk, with actionable short-term strategies to improve the existing platform.