July 7, 2008
Head for the Black Diamond
Smart, informative post over on the Transportation Security Administration’s blog (I know!) about the new “Diamond Lane Program” that lets travelers self-select into three groups: green (for beginners and families), blue (for intermediate travelers), and black (for road warriors).
I’ve been through this a few times at different airports and it actually seems to work really well!
I feel like it ought to be a case study in design school, actually: Given the problem, you immediately assume the solution must have something to do with faster machines, or better-trained employees, or lasers or something. And those things might help — but flipping the script and simply changing the inputs helps a lot, too. Seriously counter-intuitive.
Props to TSA for some good design and public communication to match.