How can design thinking transform one of the most dehumanizing aspects of air travel? We applied our expertise to help the TSA answer this question and imagine a better future over the course of a 2-day innovation training workshop. Our goals were to ignite a human-centered approach to problem-solving at the TSA, and collaborate with them on transforming the way we experience airport security.
Designing for great expereince
Using real world airport security challenges the TSA and travelers face today, we led workshop participants through a series of methods that emphasize solving problems with empathy, imagining holistic journeys, prototyping ideas, and reﬁning solutions with user input. We viewed everything through a variety of critical lenses — operational, technical, behavioral and emotional.