02 / Individual · Mobility service

BagFlow

Designing a traceable high-speed-rail luggage journey across booking, station, train and arrival.

BagFlow connects luggage booking, station check-in, security, carriage allocation, travel updates and arrival collection through one service record. Passengers can follow where their bag should go, while staff receive the information needed at each handover.

Role: Individual Service Designer
Scope: Optional high-speed-rail luggage check-in service
Methods: On-board observation, ecosystem mapping, journey mapping and service blueprinting
Outputs: Booking flow, luggage tag, smart rack and dedicated luggage carriage
Status: Concept prototype; operational feasibility untested

Current outcome

The project produced an ecosystem map, end-to-end journey, service blueprint and rendered touchpoints. It clarified the data and responsibilities around each transfer. Capacity, safety, staffing, accessibility and exception recovery require live testing.

Challenge

Maintaining trust across handovers

What happened

The early idea focused on creating more luggage capacity. On-board observation showed a wider problem: passengers could not see available space, heavy bags were difficult to lift, and responsibility became unclear once luggage left their sight.

How I responded

I reframed the project around chain of custody. I mapped each handover across booking, station check-in, security, loading, travel and collection, then linked it to staff roles, bag identity, capacity and tracking information in the service blueprint.

What changed

This shifted the concept from a storage proposal to an optional luggage service. It also revealed the next questions to test with operators: dwell time, staffing, recovery and accessibility.

01 / Observe the current journey

Large luggage created a chain of small uncertainties.

I documented the existing carriage environment through on-board observation. Bags of different sizes shared overhead shelves, passengers lifted heavy cases above shoulder height, and the available space became clear only after boarding.

The evidence pointed to three connected concerns: passengers had no way to plan for capacity, physical access varied, and responsibility became unclear when luggage moved out of sight. These concerns shaped the service brief around visibility and handover.

Capacity

Passengers discover available storage after they enter the carriage.

Access

High shelves and heavy cases create a demanding lifting task.

Responsibility

Passengers need clear guidance when staff or systems handle their bags.

Passenger information screens and overhead luggage storage inside a high-speed rail carriage — The carriage already carries passenger information, creating a possible channel for luggage status and collection guidance.

Suitcases and soft bags stored on an overhead high-speed rail shelf — Storage capacity and bag size are difficult to judge before boarding.

Large suitcases occupying overhead luggage storage in a high-speed rail carriage — Heavy cases placed overhead create access and safety questions.

02 / Frame the service opportunity

The opportunity was a trusted chain of custody across the rail journey.

Every physical transfer needs a matching transfer of information and responsibility.

I mapped the passenger, station teams, security staff, train crew, storage equipment, data systems and external regulations around the service. The map showed that a luggage vehicle alone left confidence unresolved.

Five service dependencies became visible: a unique luggage tag, clear staff ownership, assigned carriage capacity, shared tracking data and a recovery process when the journey changes. These dependencies guided the blueprint and touchpoints.

BagFlow ecosystem map covering station check-in, security, rail operations, luggage handling, data systems and regulation — Working ecosystem map: locating the organisations, technology and policy required on both sides of the station-to-train handover.

03 / Design the end-to-end service

One luggage record coordinates five critical handovers.

The passenger selects luggage check-in while booking and submits bag details before travel. At the station, staff verify the booking, complete security checks and attach a tag linked to a reserved carriage location.

The bag then moves to its assigned rack, the passenger receives travel status, and arrival instructions guide collection. I used the blueprint to connect these visible actions with staff tasks, databases, tracking technology and policy support.

01
Passenger
Book
Select luggage check-in and submit bag information.
02
Station team
Verify and tag
Confirm the booking, screen the bag and issue its identity.
03
Rail operation
Allocate
Assign the bag to a carriage and rack position.
04
Information service
Track
Share status and support staff response during travel.
05
Arrival team
Return
Direct collection and close the luggage record.

BagFlow service blueprint showing passenger actions, frontstage staff, technology, backstage work and support processes — The blueprint aligns the customer journey with staff activity, technology, backstage actions and support processes.

04 / Digital touchpoint sequence

The interface makes capacity and custody visible before travel.

The sequence begins in ticket search, where travellers can compare luggage-service availability alongside departure time and price. The service-details page explains eligibility, limits and the station handover before purchase.

During confirmation, passengers enter quantity, weight and size, then select check-in. After booking, the ticket shows the assigned carriage and rack, security progress and collection status. Each screen prepares the next physical action.

BagFlow ticket search screen showing luggage-service availability for each train — 01 / Select a train and check luggage-service capacity.

BagFlow ticket plan screen explaining luggage handling, weight limits and tracking — 02 / Review the handling process and service conditions.

BagFlow ticket confirmation screen for luggage quantity, weight, volume and check-in selection — 03 / Enter luggage details and confirm check-in.

BagFlow ticket details screen showing assigned carriage, robot and luggage progress — 04 / Follow security, loading and collection status.

05 / Translate the service into physical touchpoints

The carriage and rack make allocation legible at the point of use.

The carriage render explores a dedicated loading space that separates checked luggage movement from passenger boarding. The rack carries a destination display and assigned slots, giving staff a visible structure for loading and giving passengers a clear collection reference.

These objects express the service rules: each bag has an identity, location and destination. Their value depends on the booking, staff and data layers described in the blueprint.

Passenger cue

A tag and assigned location make the bag journey understandable.

Staff operation

Destination and slot information support loading, checking and return.

Data link

Each physical position connects to the passenger's travel record.

Side view of a dedicated BagFlow luggage carriage with loading ramps — Concept carriage: a dedicated transfer point between station handling and the train journey.

Empty BagFlow smart luggage rack with destination display and multiple shelves — The rack gives each luggage group a visible destination and storage position.

BagFlow smart luggage rack loaded with suitcases — The loaded render tests how repeated slots communicate order when the rack reaches capacity.

06 / Reflection and next test

The next step is a staffed pilot on one route.

The concept assumes new rolling stock, automated luggage movement, security integration and reliable data exchange. Their cost and operational impact are unverified. Demand, willingness to pay and accessibility outcomes also remain open questions.

I would test the core service with existing staff, numbered tags and a reserved rack on one route. The pilot would measure booking clarity, check-in time, boarding delay, loading accuracy, passenger confidence and recovery from a missed or changed train. Evidence from that pilot would define where automation adds value.

Passenger test

Can people book, hand over and collect a bag without confusion?

Operational test

Can staff maintain accurate custody without delaying departure?

Decision

Use pilot evidence to set the appropriate level of infrastructure and automation.