Dynamic Check-in Workflow for Passenger Identity Verification
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Solution Overview
Problem
Travel check-in systems face a challenge in balancing speed and customer service, as highly skilled agents use text-based interfaces efficiently but less experienced personnel struggle with graphical user interfaces (GUIs) which are typically slower and less intuitive.
Innovation Solution
A system that intelligently guides users through passenger check-in by determining required, optional, or disabled steps and their logical order based on passenger-specific information and travel provider rules, using a GUI to present a tailored workflow that adjusts to changing conditions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a text-based keyboard and command-driven interface is used, then check-in speed is improved for skilled agents, but ease of operation deteriorates for less experienced personnel
Solution Approach 1:
The system dynamically adapts the user interface based on the agent's skill level and experience. For less experienced agents, it provides a graphical user interface with step-by-step guidance and visual workflows. For experienced agents, it offers a text-based command-driven interface for faster operation. This dynamic adaptation resolves the contradiction by allowing each user type to operate in their optimal mode.
Solution Approach 2:
The system provides different interface qualities to different users based on their needs. Novice agents receive a more guided, visually-rich interface with detailed instructions and validation, while expert agents receive a streamlined, text-based interface. This local differentiation of interface quality allows each user group to operate efficiently in their preferred manner.
2Ease of operation
If a graphical user interface is used, then ease of operation is improved for less experienced personnel, but check-in speed deteriorates compared to text-based approaches
Solution Approach 1:
The system performs preliminary actions by pre-configuring the check-in workflow based on passenger information and requirements before the agent begins processing. It automatically determines which steps are required, optional, or disabled, and presents them in a logical sequence. This preliminary preparation reduces the time agents need to spend deciding what to do next, thereby maintaining speed while using a user-friendly graphical interface.
Solution Approach 2:
The system provides continuous feedback to the agent during the check-in process, indicating which steps have been completed, which are currently active, and which are optional or disabled. This feedback mechanism guides the agent through the workflow efficiently, preventing delays caused by uncertainty about the current state or required actions, thus maintaining speed with a graphical interface.
3Adaptability or versatility
If check-in procedures are made configurable for different travel providers, then adaptability is improved, but device complexity increases
Solution Approach 1:
The system implements a universal check-in framework that can accommodate multiple travel providers and their specific requirements through a common architecture. The configurable workflow engine and parameter system allow the same core system to adapt to different providers' procedures, rules, and interface preferences without requiring separate systems, thereby managing complexity while maintaining high adaptability.
Data Source
AI summary
This document describes a computer-implemented method for guiding a user through a travel check-in procedure. The method includes receiving passenger identification information associated with a passenger checking in for a travel segment, and determining a check-in status of the passenger using the passenger identification information. The method also includes generating a check-in workflow based on the check-in status of the passenger. The method further includes providing for display on a user interface a current step in the check-in workflow, the current step corresponding to a current action in the check-in workflow to be completed by a user, and upon request of the user to continue to a next step in the workflow, providing for display on the user interface the next step in the check-in workflow, the next step corresponding to a next action in the check-in workflow to be completed by the user.