Trustworthy home pick-up service: Designing a positive experience, for first time users, during the handing-over moment of their hold-luggage

Due to the growing amount of air traveller in the coming decades, there is an increasing interest to improve the experience of the passengers. Especially travelling with hold-luggage is a big pain point and stress factor for passengers’. A new way of looking at this problem is providing a baggage pick-up and delivery service by independent...