Luggage Tags Research

View Tag provides travelers a permanent, electronic alternative to paper-based baggage tags that securely attach to their luggage. Viewtag is the vision of two travelers-investors looking to make a permanent baggage tag, making traveling with bags simple.

Tracking bags is a manual process and involves three parties: the traveler, the airlines, and the airport. When a bag is lost, the airline knows where the airport porters last scanned the paper tag. ViewTag is looking to make this process more streamlined with technology. First, the two owners want to understand their target customers and behaviors.

  • Industry: Airlines
  • Role: Sr. Customer Experience Lead, individual contributor to research and identify customer base.

Approach

  • Understand the current state of travelers
  • Understand the technology behind ViewTag
  • Interview travelers at the airport baggage claims where they are waiting and have the time to talk.
  • Introduce the program and questionnaire.
  • Help with initial touchpoints.

Results

  • ViewTag targets a larger market: both personal and business travelers, but will continue connecting with business apps.
  • ViewTag will continue to connect with business apps and add frequent flyer members to their rosters.
  • Both personal and business travelers have similar pain points at the same stages.

Collaborate and Brainstorm Events

Confirm with Real Customer Interviews

Consolidate and Share Findings