General 3 — Becca Finn

A streamlined check in process for international flights, making it easier than ever to get to happier travels.

Role | Senior Art Director
Agency | AKQA
Client / Delta Air Lines
When | 2023 (now in development)

International Check In is the experience that enables customers to check in for their international flight from the convenience of the Fly Delta app.
Delta travelers flying internationally who want to check in for their trip from their phones.
Delta asked us to create a more simple and efficient international check-in flow for Fly Delta by reducing the number of steps, taps, and screens customers need to go through. An additional area of enhancement is a new passport scanner that can offer instant verification.

Current State

The existing international check in experience is convoluted with steps that aren’t necessary or are drawn out across several taps. It is also very repetitive when checking in multiple passengers, significantly increasing the number of taps required of the user to get everyone checked in.

Our Approach

Less Steps, Easier Process

We aimed to streamline the experience by reducing the number of steps, taps and screens required of the user to go through, making checking in for international flights easier than ever and much faster.

More Customers Scanning Passports

With the new passport scanner design and our nudge towards customers to actually use it, we expect it to be heavily utilized so they can easily get their passports instantly verified. This will ease the amount of people coming to Delta associates for help at the airport and will also save customers time as well.

Introducing the Check In Hub

See Everything at a Glance

Passengers are grouped into two sections: “Not Ready to Check In (#)” and “Ready to Check In (#)”. This makes it easy to see who is good to go at a glance and who cannot proceed until they submit the required information. For those who are ready to proceed with checking in, they can tap “Edit” to review their info, if needed.
There are three new status badges we’ve introduced to convey important information at a glance. There is “Required” for missing mandatory information while “Verified” and “Not Verified” indicate passport status. “Not Verified” won’t prevent customers from proceeding with checking in, but we urge them to scan so they have verified passports.

New Passport Scanner

Scan Now, Save Time at the Airport

An outdated scanner exists in the Fly Delta app and very few people are using it. With the improved design and by better incorporating it into the check in flow, more travelers will use the scanner for uploading their passport info. As a result, this will reduce the number of people showing up to the airport with unverified passports and coming to Delta associates for verification.
Users will now have clear guidance for how to get a successful scan with the help of the Scanning Tips. This bottom sheet modal is expanded on default but the user can collapse if they wish. There’s also a link for if a user prefers to enter their passport info manually, although that will result in a non-verified passport (which is why we are downplaying that option).