YVR

Supporting Innovation through UX

YVR continues to strive for excellence in its use of technology to improve airport operations while maintaining a view to creating a great experience for travellers. Based on requirements specifications provided by Customs Agencies, YVR’s innovation arm, Innovative Travel Solutions (ITS), developed a kiosk solution and engaged Spatial to provide the UX support to design the user interface.

Client YVR

A series of photos depicting professionals using an airport kiosk, scanning their travel documents
Challenge

Huge diversity of travellers, variety of interactions

A key challenge was to consider the huge diversity of travellers and create an experience that could be completed quickly and efficiently with minimal human intervention, while adhering to highly stringent Customs requirements.

A second key challenge was to consider the variables of physical hardware interaction including the touchscreen, document scanning, fingerprint scanning, retina scanning, facial recognition.

The starting screen on a YVR self-serve terminal
The passport scanning screen on a YVR self-serve terminal, instructing the insertion of the document
The photo capture screen on a YVR self-serve terminal, notifying the success of the capture
The Solution

An inclusive design approach

We took an inclusive design approach that involved understanding the physical context of travellers through their journey of clearing Immigration and Customs Control checkpoints.

We developed workflows in conjunction with the systems analyst and using an iterative design process, developed the screens, animations and front-end specifications for the development team.

The design approach was highly illustrative, and while this kept copy/text to a minimum, we needed to take into consideration multiple languages in the design and a wide range of error conditions. The design package included a detailed and comprehensive design specification and style guide to support the developers.

The biometrics scanning screen on a YVR self-serve terminal, instructing the placement of fingertips on a scanner
The biometrics scanning screen on a YVR self-serve terminal, instructing the placement of fingertips on the scanner
The biometrics scanning screen on a YVR self-serve terminal, instructing the person to remain still
The Outcome

Border Xpress is now in over 45 locations around the world. It has been credited with reducing border wait times by 60%, a 50% reduction in terminal space and has processed over 250 million travellers.