Customer Journey: A tired passenger arriving at LHR terminal 5 with a…
A tired passenger arriving at LHR terminal 5
with a flight connection :sleeping:
transport train full :tired_face:
walk to a gates :relaxed:
e-passport gates separate party :fearful:
Border agent processes party manually
no plastic bags or bins available in queue :confused:
long single queues
a single hold up frustrates many behind in the queue
finally reach front of queue :relaxed:
place bag in tray,
remove items from bag into another tray
, but trays are presented
one at a time
, with no way to access two trays :confounded: :!?:
3 more items...
Use fewer, longer, faster moving queues.
A single hold up will no longer cause frustration, as queuing passengers can bypass the blocked lane.
The point where queues diverge into 1:1 with processing should be as late as possible, or ideally a single queue should always have two processing lanes (e.g. always two bag scanners, two people scanners shared by a single queue)
:information_source: :gear: Provide bins, a table area, plastic bags, and clear signage
start of queue
side-effect: a passenger discarded items from connecting flights on floor, an unrelated passenger picked them up.
:silhouette: before moving passenger from e gates to agent,
agent should check if they were travelling with anyone
who has already passed through, and keep party together
advertise walking route:
"due to construction work the train has reduced capacity, take the stairs for a 5 minute walk to A gates"