security line
Task Analysis showing breakdowns
security line
Security Line Redesign
Airport Security Checkpoints
Role: User Researcher

Skills: Think Alouds, Task Analysis, Design

This project involved examining human factors issues within a product or service in the real world and designing a solution. My research concerned the security checkpoints at the Pittsburgh International Airport, where I observed different travelers going through the checkpoint and then performed retrospective interviews with them to gather their insights about how and why they performed certain elements of this task. The task analysis and think alouds informed my research so that the human factors issue I focused on was that of stress and time pressure.

Based on my research, I created a redesign of the security line in order to alleviate some of these problems of stress and time pressure. One aspect of my redesign involved streamlining the process by providing a more structured security line with signs delineating exactly when passengers should perform certain tasks (i.e. removing shoes). This helped to alleviate some of the stress caused by time pressure by making decision-making easier. Another aspect involved redesigning the area after the scanner where passengers are collecting their items in order to decrease stress by providing more space to repack their items out of the way of other passengers.

affinity diagram
Repacking Area Redesign