App Design

Service Design

Public Sector

Deloitte x SCADPro: Reimagining the Airport Security Check Experience

Redesigning the airport security process to enhance the experience for both travelers and airport staff

Overview

Cross-Disciplinary Team Reimagined Airport Security for a Smoother, Less Stressful Experience

Airport security checks can be stressful. Long lines, unclear instructions, and last-minute surprises make the process frustrating for travelers and challenging for officers. Our team set out to reimagine the airport security process, making it smoother, clearer, and more efficient for everyone.

As part of a SCADPro course in collaboration with Deloitte, our team of 16 students from 7 different majors worked together to develop innovative solutions. We focused on improving traveler preparedness, streamlining workflows, and addressing key pain points to enhance efficiency without compromising security.

Timeline

Fall Quarter 2024

(10 weeks)

Fall Quarter 2024 (10 weeks)

What I Did

UX Design Lead, UX Research, Wireframing, Prototyping, User Testing, Final Presentation

Fall Quarter 2024 (10 weeks)

Team

7 UX Designers (including me), 2 Project Managers, 3 Service Designers, 1 Industrial Designer, 2 Graphic Designers

Fall Quarter 2024 (10 weeks)

Tools I Used

Figma, FigJam, Photoshop, Slack

Fall Quarter 2024 (10 weeks)

Achievement

66%

User satisfaction

42%

Download intent for the app

One of the Best SCADPro Projects

Praised by Deloitte

66%

User satisfaction

42%

Download intent for the app

One of the Best SCADPro Projects

Praised by Deloitte

Problems

Information and Training Gaps Slow Security and Frustrate Travelers and Officers

This diagram shows how lack of traveler insight and outdated officer training create coordination failures, slowing down security and harming both sides’ experience.

Enhancing the TSA Experience Through Multi-Faceted Design Solution

We took a holistic approach to improving the airport security experience, focusing on traveler preparedness, operational efficiency, and communication. By optimizing key touchpoints, we streamlined processes to create a smoother, more accessible journey for both travelers and security officers.

Solution

Led the MyTSA App Redesign as Part of a Comprehensive Service‑Design Solution

This project was a comprehensive service design exploration aimed at enhancing the overall airport experience. Our team collaboratively conducted user research and journey mapping to identify key pain points in the current airport security process.

After the research phase, we divided into smaller teams to focus on different aspects of the solution. I led the MyTSA app redesign, guiding seven designers to improve usability, accessibility, and traveler trust.

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