Redesigning the Odd-Size Baggage Journey: Improving the Passenger Experience at Copenhagen Airport: A Socio-Technical Systems Perspective through Service Design
Translated title
Redesigning the Odd-Size Baggage Journey
Authors
Mauri, Michela ; Vidal Andersson, Filip Adam ; Pedersen, Mads Thybjerg
Term
4. term
Education
Publication year
2026
Submitted on
2026-05-25
Pages
146
Abstract
This thesis explores how to make the odd-size baggage process at Copenhagen Airport run more smoothly. It combines service design with three perspectives: socio-technical systems (how people and technology work together), socio-materiality (how social interactions and physical things shape each other), and social practice theory (how everyday routines guide behavior). Field research identifies two main sources of friction: passengers lack know-how about what to do, and the system has bottlenecks. To address this, the project proposes a holistic solution that brings together self-service technologies (SSTs), an AI-based webpage, and a physical preparation area. The goal is to build passengers' competence before they arrive and redesign the space so they can drop off odd-size baggage more independently. By deliberately shifting some decision-making and action to passengers—with clear tools and support—the experience can move from uncertainty and anxiety to a more confident, efficient, and collaborative system.
Denne afhandling undersøger, hvordan processen for specialbagage i Københavns Lufthavn kan gøres mere smidig. Den kombinerer service design med tre perspektiver: socio-tekniske systemer (hvordan mennesker og teknologi spiller sammen), socio-materialitet (hvordan sociale relationer og fysiske ting påvirker hinanden) og social praksisteori (hvordan hverdagsrutiner former adfærd). Feltarbejde viser to hovedkilder til friktion: Passagerer mangler viden om, hvad de skal gøre, og der opstår flaskehalse i systemet. For at løse dette foreslår projektet en helhedsorienteret indsats, der samler selvbetjeningsløsninger (SSTs), en AI-baseret webside og et fysisk forberedelsesområde. Målet er at opbygge passagerernes kompetence før ankomst og redesigne det fysiske setup, så specialbagage kan afleveres mere selvstændigt. Ved bevidst at flytte noget af handlekraften til passagererne, med klare redskaber og støtte, kan oplevelsen ændres fra usikkerhed og ængstelse til et mere trygt, effektivt og samskabende system.
[This apstract has been rewritten with the help of AI based on the project's original abstract]
Keywords