Airport Security Wait Time

A current gap in our understanding of the customer day-of-travel experience in the security portion of the experience. How do customers respond to this experience? What are the pain points associated with it? And how, if at all, does it affect their perception of United? 

This gap calls for an examination of the customer experience during the security phase of the day-of-travel experience. By delving into passengers' emotions, behaviors, and perceptions during the security checkpoint phase, the research team aims to provide actionable insights that can inform United's strategies to address security-associated customer paint points and enhance the overall travel experience. 

The overarching purpose of these insights is to inform the on-going lobby redesign work. The ultimate goal of this study is to inform this larger redesign initiative, which will has significant influence over the design of the security experience within United lobbies.