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Optimising check-in Flow for passengers
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AirAsia is a Malaysian low-cost airline serving over 165 destinations across 25 countries. As the company expanded its platform into a super app, the team identified low adoption of the mobile check-in feature.
The challenge was to redesign the check-in experience so passengers could complete the process quickly and contactlessly through the app.
Role
Product Designer
Skills
Experience Design
UX research
User Testing
Wireframing
Timeline
3 months
Client
AirAsia
Challenge
Objective
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Increase adoption of the mobile check-in feature by creating a seamless, contactless experience.
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Ensure passengers can retrieve and present their boarding passes digitally without additional airport steps.
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Redesign the e-boarding pass interface to improve readability and reduce information clutter.
Problem Statement
How might we simplify the mobile check-in journey so passengers can complete the process quickly and confidently without relying on airport counters?
Research Objectives
1. Understand passenger needs, motivations, and pain points related to mobile check-in.
2. Map current check-in behaviours and identify expectations for a mobile-first experience.
3. Investigate why passengers prefer airport counter check-in over the mobile option.
Desk Research Insights
We went to research if our hypothesis was true by looking through reviews, articles, comments and journal articles. We then gathered our findings.
Journal article 1:
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Flight ticket booking app on mobile devices: Examining the determinants of individual intention to use
Malaysia, 2017, Sample size of 300
Journal article 2:
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Airport passengers' adoption behaviour towards self-check-in Kiosk Services: the roles of perceived ease of use, perceived usefulness and need for human interaction
Malaysia, 2019, Sample size of 402
We went to research if our hypothesis was true by looking through reviews, articles, comments and journal articles. We then gathered our findings.
Heuristic Evaluation
We conducted an independent walkthrough of the current flow to rest usability and interface issues, we evaluated them with Heuristic Evaluation
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Competitor Analysis
We wanted to focus on 3 aspects in our Analysis:
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✅ How is their process of check-in is like?
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✅ How are relevant information presented?
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✅ What do users think about their app?
User Survey
We conducted a user survey with sample size 42 to explore the attitudes, behaviours and usability:
Here is our findings
User Interview
User Persona
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What I’d Improve
Deeper research into mobile check-in behaviour
Future work could focus more specifically on how passengers interact with mobile check-in, as most existing research focuses on bookings rather than post-purchase journeys.
Broader participant recruitment
With more resources, expanding participant recruitment beyond our immediate network would provide more diverse user insights.
Stronger connection between research and design
Developing clearer user journeys and ensuring personas directly inform design decisions would strengthen the overall experience.
Simplifying interaction patterns
Reducing reliance on pop-ups and exploring more streamlined interactions could improve the flow of the prototype.