Frontier Activation App (Bag Tag Scanner)
ROle
Lead UX/UI Designer,
Blndspt Consulting
Objective
Design a mobile app that empowers agents to activate passenger bag tags quickly, reliably, and with minimal training. The app needed to work on enterprise-grade Android hardware, support real-time passenger lookups, and improve throughput during check-in while reducing friction in the bag drop process.
Team
Carlos Martin | Chief Software Architect
Brian Mann | Software Engineer
Jonathan Cornwell | Software Engineer
Insights
→ Designed for high-speed tasks in high-pressure terminal settings—bold UI, large tap targets, and instant feedback.
→ Mapped each screen to a discrete workflow action (scan > verify > confirm) to minimize navigation.
→ Error states used clear, color-coded messages that empowered agents to troubleshoot on the fly.
Enabling Speed and Accuracy on the Frontline
The Frontier Activation App was designed as a streamlined mobile tool to help airline agents activate luggage tags quickly and accurately at the check-in counter and bag drop zone. Running on rugged Android scanners, the app had to perform in high-pressure environments where seconds matter and distractions are constant. My role was to lead UX and UI design for this first-of-its-kind product—balancing operational efficiency with intuitive design and delivering a polished experience for frontline staff.
The Challenge
Frontier’s bag drop process was being digitized, but without an effective tool to power mobile agent workflows, adoption and speed would suffer. The challenge was to build an app that was laser-focused on speed, clarity, and task completion. The stakes were high: scanning, activating, and confirming baggage tags in real time during peak travel hours, while keeping error rates and training time low.
I worked closely with engineers, product leads, and airport agents to create an app that could identify passengers, verify tag eligibility, and deliver confirmation within seconds—all in an interface that looked modern, felt responsive, and was easy to operate with one hand.
android mobile device
A handheld scanner is used by airline employees to reduce wait times at bag drop. The on-screen visuals clearly indicate whether the device is functioning properly, helping staff work efficiently.
Happy Path—cover screen, action screen, and passenger recognition screen
This mobile app was designed with just three screens. The Home screen appears when the device is powered on and remains visible until the app fully loads. The main screen, Scan Barcode, features an animated red bar that fills when a bag tag is successfully scanned. Finally, the Passenger Recognition screen confirms the passenger’s identity and displays the number of bag tags they have activated and how many bags they are dropping off.
passenger found screens
All Passenger Found screens display the passenger’s name, the activated bag tags ready for drop-off, and additional travel details such as departure time and gate information—enabling airline staff to assist with wayfinding and ensure a smooth check-in experience.
passenger error screens
Error screens are a critical element in UX design. A red color alert quickly signals to airline staff that something is wrong, while clear messaging—such as 'Passenger Not Found' or 'Bag Tags Not Activated'—helps immediately identify the issue.
Why It Mattered
Frontier’s investment in self-service required tools that supported—not replaced—airport agents. This app became a vital link in the bag drop ecosystem, enabling faster processing, better accuracy, and fewer passenger complaints. By giving frontline staff a tool designed specifically for their environment and workflow, we improved operational efficiency and set a new standard for how digital tools can support human-first service.