Arrival experience
Designing the arrival experience
I worked across the arrival journey, designing and evolving online check-in, Digital Key and self-service experiences across iOS, Android and kiosk.
Shaping the experience
I translated the flow into wireframes to explore how guests move through check-in, make choices and recover when things don't go as planned.
Refining the experience
As the journey evolved, testing, technical constraints and new requirements shaped several parts of the experience.
Making Digital Key easier to understand
Before
The experience relied heavily on text and numbered steps, making key information harder to scan and understand at a glance.
After
I introduced clearer visual cues, recognisable icons and video guidance, with dedicated pages providing more detail when guests need it.
