Optimising the Heathrow Lost Property Search & Claim Experience
Overview
SmarteCarte is a third-party lost property service used by airports such as Heathrow. The platform allows travellers to search for lost items, submit claims, and arrange retrieval, often involving additional fees.
However, the experience relies on vague item listings, limited visual information, and a manual claim process, making it difficult for users to confidently identify their belongings
Problem
The current SmarteCarte experience creates friction for users in an already stressful situation. Vague item descriptions and limited visuals make it difficult to confidently identify belongings.
The claim process is also unclear and time-consuming, with little transparency around timelines, costs, or outcomes, leading to frustration, repeated searching, and reduced trust in the system.
Goal
The goal of this project was to redesign the search and claim experience to improve clarity, reduce user effort, and create a more efficient and reassuring process.
This project was informed by my observation of how unclear lost property systems can feel in real-life scenarios.
Before Experience
“I think this might be mine… but I’m not sure enough to claim it.“
After Experience
