NEC
Biometric Digital ID

Airport Departure Timetable

NEC set out to transform their customers' experiences with biometrics, and we provided the strategic, creative, and technical expertise to decrease friction at every touchpoint

The Challenge

The NEC Corporation seeks to transform customer interactions through the power of biometric technology. They came to us with a concept, needing a consultant who could provide the strategic, creative, and technical expertise required to bring the application to fruition and create seamless customer journeys across various use cases.

Our Solution

We collaborated to create a mobile application that allows travelers worldwide to input and manage a digital form of identification. Powered by NEC’s innovative digital identity platform, NEC I:Delight, the application provides a touchless, frictionless experience that expedites everything during the travel process, from check-in to duty-free purchases, rentals, wayfinding, and much more.

Key Contributors

Kritsakorn Akwannang (Krit)
Kritsakorn Akwannang (Krit)
Anita Gandhi
Anita Gandhi
Armando Luja
Armando Luja
James Spencer
James Spencer
Nuriel Mizrahi
Nuriel Mizrahi
Xiao Ai
Xiao Ai
Jamie Malsam
Jamie Malsam
Julia Yemelianov
Julia Yemelianov
Thitipol Leckpul (Tom)
Thitipol Leckpul (Tom)
Aravind Ravi
Aravind Ravi
Dave Reese
Dave Reese
Teage Christensen
Teage Christensen
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Addressing a spectrum of distinct use cases

Seamless, expedited check-in during travel creates a better customer experience and fluid logistics for facility operations. Throughout our research and discovery phase with the client, we dove into various use cases where checking in using biometric identifiers made sense. The outcome was improved security, a decrease in unnecessary contact, and a smoother traveler experience.

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Bringing delight to the customer experience

Our engagement was part of a larger project known as NEC I:Delight. NEC decreases roadblocks in the travel experience with facial recognition, from check-in to baggage drops. The same technology also speeds up standard security procedures by eliminating the need to present passports or check boarding passes, and can be utilized beyond the airport, including during hotel check-in, car rentals, and retail shopping. All of this allows travelers to get to their destination quicker and start their trip on the right foot.

Even a few moments saved in a check-in line alleviates the rush and allows customers to focus on their end destination, rather than the traditional points of friction throughout their journey.

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Designed and tested for distinct environments

Testing was essential in our process. Document and face scanning are prone to inaccuracy given different light conditions, backgrounds, and other challenges. Rather than accounting only for the best-case scenario, our designers and engineers focused on a variety of conceivable use cases and physical environments, ensuring that wherever users go, the technology behaves predictably and reliably.

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Results

460

Launched in 460 airports for millions of customers