There are several steps in the self check-in process that could be eliminated in order to shorten/speed up the flow for guests. As we all know, the longer it takes the less likely a guest is to complete the process.
Here is the current flow:
* Confirm last name and confirmation number OR departure date
* Balance summary: I would argue that this step is not necessary for most guests. For us, 99% of guests have paid in full before they are able to do the self check-in. This is also where guests accept the terms & conditions which is important.
* Upgrade offered (if available)
* Arrival time
* Enter email address
* Then there is a confirmation screen saying "E-mail Address Updated" with 2 options: Proceed or Change E-mail. I would argue this step is also unnecessary as the guest has just done this. If the system moves forward in the flow, it is implied that the email was accepted successfully. If it wasn't, then return an error, but the default here is that "it worked."
* Scan your ID: this is basically some instructions for scanning the ID with options to Continue or Skip
* Scan the Front
* Camera comes up to scan
* The captured image is presented to the user asking them to confirm... this is not necessary here (especially because we do it again 2 steps from now)
* Scan the Back
* Camera comes up to scan
* Now we are shown both the front & the back of the ID. Not sure why this is necessary either? Again, if there was a problem the system should force the user to fix the problem. If there is no problem then move forward in the process.
* System then displays all of the info on the ID: this is REALLY unnecessary and probably scares guests with the OCR scraping their birthday, ID number, expiration date, etc. This step really does not need to be here.
* Then we have another unnecessary screen saying "You're all set!" and confirming that the ID scan was successful.
* Then we have yet another guest info screen where the system inexplicably asks for the email address AGAIN! Yes, it actually does this twice.
* Finally we get a screen saying the pre check-in is complete.
This is 17 screens. I think this could pretty easily be shortened to more like 10 steps.
1 person likes this idea
There are several steps in the self check-in process that could be eliminated in order to shorten/speed up the flow for guests. As we all know, the longer it takes the less likely a guest is to complete the process.
Here is the current flow:
* Confirm last name and confirmation number OR departure date
* Balance summary: I would argue that this step is not necessary for most guests. For us, 99% of guests have paid in full before they are able to do the self check-in. This is also where guests accept the terms & conditions which is important.
* Upgrade offered (if available)
* Arrival time
* Enter email address
* Then there is a confirmation screen saying "E-mail Address Updated" with 2 options: Proceed or Change E-mail. I would argue this step is also unnecessary as the guest has just done this. If the system moves forward in the flow, it is implied that the email was accepted successfully. If it wasn't, then return an error, but the default here is that "it worked."
* Scan your ID: this is basically some instructions for scanning the ID with options to Continue or Skip
* Scan the Front
* Camera comes up to scan
* The captured image is presented to the user asking them to confirm... this is not necessary here (especially because we do it again 2 steps from now)
* Scan the Back
* Camera comes up to scan
* Now we are shown both the front & the back of the ID. Not sure why this is necessary either? Again, if there was a problem the system should force the user to fix the problem. If there is no problem then move forward in the process.
* System then displays all of the info on the ID: this is REALLY unnecessary and probably scares guests with the OCR scraping their birthday, ID number, expiration date, etc. This step really does not need to be here.
* Then we have another unnecessary screen saying "You're all set!" and confirming that the ID scan was successful.
* Then we have yet another guest info screen where the system inexplicably asks for the email address AGAIN! Yes, it actually does this twice.
* Finally we get a screen saying the pre check-in is complete.
This is 17 screens. I think this could pretty easily be shortened to more like 10 steps.