Aslı Deniz Özakar
← All work

Pegasus Airlines · 2018–2024

Express Bagaj: self check-in and bag drop

Self-service kiosks for a Turkish budget airline, from a check-in-only machine in 2018 to a two-step check-in and bag drop service.

My role
Lead: client communication, strategic design and workshops. Consultant from 2018, then with my Appcent team from 2020.
Team
UX researcher and designer, one or two UI designers, graphic designer, animation specialist, sound designer
Scope
UX research, 3D, UX and UI, animation, sound
Pegasus Airlines Express Bagaj kiosk in an airport

The work

Travelers use a kiosk in seconds, often with luggage and children in tow. The job was to make check-in and bag drop feel obvious at a glance.

  1. ObserveIn-airport observation, stakeholder workshops and benchmarking to find the pain points in bag drop.
  2. DefinePersonas, service mapping and a clear problem definition.
  3. Prototype and testFlows tested with real passengers, then refined into illustration, animation and sound.
  4. ScaleA design system now shared across Pegasus applications.

How the service changed

  1. 2018
    2018 check-in kiosk

    Check-in only

  2. 2019
    2019 kiosk with bag drop belt

    Check-in and bag drop in one step

  3. 2025
    2025 check-in kiosk

    Step 1: check-in

  4. 2025
    2025 bag drop station

    Step 2: bag drop

Outcome

Winner, Blue Sky Awards 2022 · Aviation Technology Project

  • 4.5M+users at Sabiha Gökçen in the first 8 months
  • 46%of transactions there went self-service in 2024
  • 97kiosks across 8 airports

These are the product’s outcomes, reached together with the client’s own teams.