Final Solution

Since changing physical facilities was causing as many problems as it solved, we instead aimed to come up with smaller-scale solutions that may still affect changes.

As we did more research on existing products related to airport experiences, the TSA app made us realize that peak time, based on flight departure time, also caused long waiting times.

TSA APP shows the average waiting time for different time slots. If passengers don’t want to miss their flights, they need to constantly check the app to avoid peak times. It shows useful information but still doesn’t solve the problem.

Even though TSA app didn’t solve the problem, it made us realize that peak time that based on flights departure time also cause long waiting time. To shorten the waiting time, not only we should help passengers perform correctly, but also helped them to avoid peak time.

Hence, besides the original challenge:

How might we increase passengers’ efficiency and their positive emotions by educating passengers about the required procedures beforehand, and guide them along the way to help them perform correctly at a security check?

Then another challenge will be:

how might we help passengers avoid peak time to shorten the waiting time at security checkpoints?

Inspired by the app, we thought of the queue management/calling system used by restaurants and amusement parks. The system assigns people a number/slot and they only need to show up when their time is called. We applied the same idea here — based on passengers’ departure time, the algorithm would assign them particular time slots that would minimize their waiting time and guarantee they catch their flights. Instead of arriving early to avoid missing the flight, passengers would only need to show up at the security checkpoints at their time slots.

We had several ways to inform passengers of their assigned time slots and baggage security instructions.

A day before passengers take off, we will text them messages about their assigned time slot and checkpoint location for security, as well as carry-on baggage security instructions so they are able to double check their luggage (your heart will definitely hurt when you are required to throw away a very expensive liquid at the clearance checkpoint).