Airport Access Control
Product Designer & Manager
Introduction
Access Control product is based upon Anyvision facial recognition platform, and give a full set of tools to have a secure and smooth flow of people throughout premises. The product in airport complexes is intended for guidance and security control and was at the stage of a minimum viable product.
In this case study, I will bring insights into my work process, the tools and methods I used to implement this product, and give input and thoughts behind the decisions I made.
My role in this project
I led the Product Design - User Experience (UX) and User Interface (UI) - of this project.
Creating a custom-made design that is compatible with diverse industries and product design
Main task
1. Insights and idea for optimization
2. Definition of planning and scope of development
3. User interface and experience
The Challenge
More than just security
This product addresses the security and identity of the passengers arriving at the airports and is managed by the airlines that receive the arrival and location data of the passengers.
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My challenge as a user experience designer was to neutralize a sense of security surveillance for passengers, create added value to the product and direct them to reach the right gate of their airline.
Everything is under control
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For years, visitor access control at Airports has been digitally managed as a security feature only. In today’s world, smart airport software solutions that deliver improvements in real-time data allow for increased awareness of documenting and tracking which can enhance many areas everywhere, from retail stores to restaurants rest areas and more.
These solutions designed to streamline airport processes, improve efficiency, customer service, and on-time performance.
Areas in an airport that need access control
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Modern airports have a huge area of departments that the public can access freely, the transition from area to area can be sensitive and more airports want to identify passengers within the airport complexes.
Product Research
Today's solution for Access control
I started out with some brainstorming with the Face recognition and Access control team to explore the current product design and what are the needs of the customers who are interested in the product.
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Market research and competitors were my next step to see how other products were tackling issues and how airlines optimize themselves with access control.
Design Proccess
My research key point
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One of the goals in my research process was to exploring the Airlines and passenger relationship at the airports, trying to understand why some Airlines are working with Access Control while others not. I tried to understand the added value of implementing a access control for passengers and airlines beside of the security field.
Product Research
What is important for
Airlines and Passengers
Airlines
Data control and management with advanced analytics, to keep their facilities secure.
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Control the movement of passengers at the airport and update status regarding the location of the passengers.
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Detect bottlenecks and automatically direct passengers to less crowded desks or counters.
Passengers
The passenger receives
immediate confirmation of arrival and guidance to the boarding gate.
Smooth pass between areas at the airport saves long waiting times and a lot of pressure from passengers.
The passenger gets a sense of security without questioning at any transit position.
User Research
Understending the pain points
After realizing key points in the benefit of access control, I researched the pain points of passengers and airlines and how a similar product changed the way companies behave towards passengers.
Passenger
Pain Points
Schedule changes
Passengers at the terminal are sometimes on a short and busy schedule, they are not always alert to changes in the flight schedule.
Standing in long lines
Long lines and slowness of inspectors at the terminal cause delays and frustration for passengers.
Don't Trust Technology
Many passengers have not adapted or do not trust face recognition and technological systems without human interaction
Inspector
Pain Points
Orientation and confidence
Solve the problem of the orientation of the passengers and providing a quiet sense of security within a crowded compound.
Operational oversight
One key challenge faced by airports is effective coordination, both concerning real-time updates, and inputs on passenger flows.
Identification problem
Solve a real-time detection problem and respond quickly to an event without disturbing other passengers.
Product Value
What I have learned from a similar Access control solution
The key reason for installing an access control system is usually to secure physical access to buildings or Complexes. But the access control benefits can stretch far beyond protecting people, places and possessions.
1. Put people first
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security isn’t just about technology – it’s about how people live their lives and
about helping them make the most of their days. People-focused access control
benefit is the opportunity to welcome people appropriately and efficiently.
2. Solution for extreme situations
For airport and passenger security operations it is important that there is the possibility of immediate and real-time notification of the invention of a wanted person, who is not authorised to enter or is not identified in the system.
3. Guiding the passenger
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Many passengers may need or want to visit a range of sites in short time. Without a good guidance system, they may be faced with several complications that waste time and reduce the likelihood for efficient time planning.
4. Update changes
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For every change of the flight status or details, the passenger and airlines should be immediately updated to improve the passenger experience at all key secure touchpoints.
Architecture
The routes
In order to figure out how my product solution would be and based on the
research process, I created a rough storyline. As part of this user flow,
I started to map out the screens for both passenger and inspector.
Wireframe flow
Visualize the solution
I started the design process with low fidelity wireframes for both passenger and inspector flow and the relationship between them while at each stage, I envisioned the user's experience and their needs. For example, I wanted to start the user engagement with a welcom and the e-ticket to continue the passenger journey towards boarding gate.
Passenger Wireframe
Inspector Wireframe
Summarize
UX Solution
Security will be notified - Added an emergency monitor button in case the inspector encounters a suspicious passenger.
The passenger receives immediate approval from the airline and is directed to the gate to board the plane.
Creating a location control system for each passenger who has passed through the access control.
The inspector receives in real-time an updated snapshot of the passenger's entry and exit times in each area of the airport.
The design
Design to reach the destination
During the visual design process it was clear to me that the nature of a product like access control requires the use of sharp and clear design language. My goal was to neutralize the product from a security orientation and make the product communicate in the most friendly and welcoming way.