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When Frontier Airlines set out to improve their airport check-in experience, the goal was clear: reduce congestion, lower operational costs, and give passengers more control over their journey—all while keeping things simple and stress-free.

From the outset, we knew we had to tackle a few common pain points. Many travelers, especially those unfamiliar with self-service kiosks, were confused by unclear instructions and overwhelmed by a process that often felt anything but intuitive. We began by observing travelers in the field, mapping out the current journey, and conducting interviews to identify friction points—like uncertainty around bag tagging, payment confirmation, and how long the process would take.

Armed with these insights, I moved into prototyping and testing, working closely with engineers and brand stakeholders to refine the experience. The new interface was designed to guide users step-by-step through the bag drop process, using clear language, visuals, and real-time feedback to reduce hesitation and improve flow. We incorporated multilingual support, ADA-compliant layouts, and accessible interactions to make the experience inclusive for all passengers.

The impact was immediate. Travelers were able to check bags more quickly and confidently, reducing wait times and increasing overall satisfaction. Frontier staff reported fewer questions and less need for intervention at kiosks, allowing them to focus on supporting passengers with more complex needs. Overall, the redesigned system delivered both operational efficiency and a more seamless passenger experience.

This project is a great example of how investing in user research and intuitive design can drive measurable results. By aligning digital touchpoints with real human needs, we helped Frontier deliver on their promise of low-fare, hassle-free travel—starting at the check-in kiosk.