Project Overview

As Design Lead for SmartCheck, I defined and delivered a secure, biometric verification system that removed the need for physical passport presentation at the UK border. My responsibilities included the overall user journey with the physical kiosk at the station and designing a mobile app that could scan your passport and show your tickets.

The Challenge

Post-Brexit passenger volume at London St. Pancras International has fallen, leading Eurostar to reduce daily services to Paris from 18 to 14. Compounded by increased border checks leading to significant delays, the passenger experience has become notably difficult, impacting both customer satisfaction and operational efficiency.

My Approach

The challenge of station congestion and long queuing at the UK border necessitates a solution that can accelerate passenger throughput. I designed the core experience of SmartCheck, a high-security, biometric face verification system that eliminates the physical UK border check.

This system, which passengers access via a dedicated lane, is powered by the iProov.me mobile app. I led the design of this app, which allows travelers to securely scan their passport, perform a biometric verification, and safely store their digital Eurostar ticket. By enabling passengers to verify their identity and access travel details in advance, the solution ensures a smooth, fast, and entirely queue-free journey on the day of travel.

Designing Digital Tickets

After downloading the app, users need to quickly add and manage their tickets. The design challenge was creating a clear, adaptable digital ticket interface. I defined the look and feel and information hierarchy to intuitively communicate all travel details, including various operational states (verified, pending, completed) across the user journey.

The Kiosk

While the mobile app formed the primary interface, the physical SmartCheck kiosk was the critical component at the border. I was an active, early contributor to the industrial design process, participating in weekly collaboration sessions with the engineering team to shape the physical stand. My design input helped define these key features:

• Security & Stability: A low center of gravity and concealed, lockable wheels ensured stability and mobility, while the angled base discouraged climbing by children.

• Aesthetics & Function: Helped define requirements for the dual displays, integrated lighting, and internal systems to create a clean, functional white metal structure that seamlessly houses the cameras, tablets, computers and technologies.

Designing The Displays

The physical security stand was designed with two distinct display interfaces: a secure back-facing screen for the Security Team and a passenger-facing screen. To eliminate confusion and ensure seamless operation, I implemented a clear visual differentiation strategy:

Security Display (Back): Designed for maximum operational clarity, this screen features a prominent green-tinted square with an integrated check mark that appear when a face is detected. This simple, unambiguous visual cue instantly confirms a 'good-to-go' status to the staff.

Passenger Display (Front): The passenger-facing interface was optimized for speed and user confidence. It features a 3D animated arrow and a large, clear green check mark. Initial user testing validated that the animation effectively directed passenger flow and provided immediate, intuitive confirmation of successful clearance.

The Impact

Following its July 2023 launch, the SmartCheck mobile application and facial recognition platform has been met with overwhelmingly positive stakeholder and customer feedback, affirming its value proposition. The system's successful debut was amplified by a well-executed press launch, generating significant positive media buzz and in-depth coverage from journalists who personally validated its performance. Some media coverage can be found here:

BBC News
Independent
Business Traveller

The system has been retired in Q3 2025 to make room for EU's new Entry/Exit System (EES).