Imagining a digitally enabled airport
CLEAR offers a popular service that allows members to skip the security line at crowded airports and entertainment venues across the US, enabled by biometric identity technology and critical partnerships with the TSA and other travel providers. The business asked argodesign to help it launch a new bag check service to further enhance its customer and business value, and to continue its expansion across the traveler experience.
Multi-tiered expansion strategy
Best-known for the CLEAR Lane (its expedited airport security queue), the company has pursued a multi-pronged growth strategy across geography, locations, and products including health screening (particularly following the COVID-19 pandemic), stadium and event entry, and airport lounge access. In partnership with United Airlines, the brand aimed to bring its technology, operations, and name recognition to deliver a more quick, seamless, and secure curbside luggage drop.
Refining each touchpoint
Though it’s difficult to pinpoint one ubiquitous example of an exemplary bag drop experience, a handful of successful innovators have revealed to consumers the potential for a dramatically improved offering in this space. The key challenge for our team then was to design a journey that addressed current pain points and capitalized on CLEAR’s strengths in identity management, ambassador support, and partnerships across airlines, terminals, and ground transportation through a common platform for profiling customers and orchestrating service.
Connecting the dots across air travel
Our solution looked across the traveler flow from trip planning to destination bag pickup, identifying signature moments and key business decisions for ambassadors & tech to create a more delightful experience. From location-based in-app messaging for timely communication, to passenger personalization and concierge-style guidance, our playbook covered environment, service, and application design opportunities needed to launch and grow a differentiated offering.
A playbook for pilot and beyond
We delivered to the CLEAR team a turnkey strategy and composable assets to pilot and grow this new service, as well as a vision and roadmap to build a category-defining competitor. This new offering serves as an important foothold for the brand’s ambition to manage the entire travel ribbon, and to continue building its identity as a valuable membership perk for weary passengers willing to pay for comfort and convenience.
