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Re-imagining the TSA checkpoint.

How can design thinking transform one of the most dehumanizing aspects of air travel while not sacrificing safety? In partnership with BMNT we applied our expertise to help the TSA answer this question and imagine a better future. 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 a great experience.

Using real world airport security challenges the TSA and travelers face today, we led workshop participants through a series of methods that emphasized 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.

The biggest win for air travelers? Reshaping the TSA mindset to imagine and deploy experiences that put human need at the center. In the future, you can expect the security experience to feel a lot more human than it does today.