Terminal Guide
A step-by-step in-app guide that helps CLEAR Members find their CLEAR Lane — from check-in through the security checkpoint.
Airport terminals aren't always intuitive, and CLEAR Lanes aren't always where members expect them to be. Terminal Guide walks CLEAR+ Members step by step from check-in to the security checkpoint, so they can find their CLEAR Lane without wandering or guessing.
Members knew CLEAR could get them through security faster, but finding the actual CLEAR Lane once they were in the terminal wasn't always straightforward — especially at unfamiliar airports or terminals with multiple checkpoints. That confusion showed up directly as support contacts related to in-terminal navigation.
Designing the first step meant deciding what a member needs to know immediately — and nothing more.
I designed Terminal Guide end to end, mapping the path members take from check-in to the security checkpoint and designing a step-by-step guide that gets them to their CLEAR Lane directly, rather than leaving them to navigate the terminal on their own.
Prioritizing one glanceable instruction over a full map, so members could move without stopping to read.
I broke the check-in-to-security journey into discrete steps and identified where members were most likely to lose their way. I prioritized a simple, glanceable guide — one clear direction at a time — over a full terminal map, so members could follow it quickly without needing to stop and study anything.
Guidance that adapts as the member moves, so the app always shows the next right step.
A member opens the app at check-in and Terminal Guide begins directing them toward their CLEAR Lane. Step by step, it guides them through the terminal to the checkpoint — so instead of scanning signage or asking an employee, they simply follow the app straight to their lane.
The full path, end to end — built to stay accurate across terminals that don't follow the same layout twice.
Terminal layouts vary widely by airport, so the guide had to stay accurate across a wide range of configurations without becoming a maintenance burden. It also had to work at a glance, since members are often moving quickly and don't have time to study a detailed map mid-walk.
The moment the design was built for: arriving at the CLEAR Lane without a single wrong turn.
Before: members had no in-app guidance to their CLEAR Lane, often relying on signage or asking staff to find it. After: Terminal Guide walks members step by step from check-in to the security checkpoint, reducing confusion at busy terminals and cutting related support contacts by over 30%.
The result of the redesign — a clearer path, fewer support contacts, and a smoother member experience.
The Terminal Guide reduced member confusion at busy checkpoints by walking CLEAR+ Members directly to their CLEAR Lane, cutting support contacts related to in-terminal navigation by over 30%.
Live and iterating. Currently, Terminal Guide covers members from check-in through the security checkpoint. Next up: extending guidance beyond security to cover the full terminal journey through boarding.