The “Gobot” project is a collaborative initiative at Hong Kong International Airport under the theme of Airport Services: Re-discover, Re-define, and Re-design. It is a robot-driven solution aimed at providing passengers with a better check-in experience at the Hong Kong International Airport.

Tutor: Jaehyun Park

 

Identified Problems
This project identified two main issues in the airport’s check-in services. First, through field studies, especially shadowing observations, it was clearly defined that the complexity and congestion of the three existing check-in systems and solutions—1) traditional check-in; 2) check-in using Face Token; and 3) remote mobile check-in before arriving at the airport—do not add sufficient value to the customer experience as expected. Second, the excessive and inconsistent visual information, digital, and service solutions in the check-in environment at Hong Kong International Airport were found to cause mismatches in passengers’ mental models.

 

A Purposed Design Solution

To address these two issues, the GoBot solution proposes a system that allows anyone to easily check in anytime and anywhere with GoBot, without the challenges of wayfinding or visual noise.
Below is the storytelling related to the GoBot solution video.