United Airlines

Self-service kiosks let travelers book, print boarding passes, find information, or connect with a live agent. A flight-flow monitor makes arrivals and departures easier to read, while additional displays sit against a continuous band of United blue. The traditional check-in counter becomes a smaller host podium, freeing staff to focus on assistance and welcome. Posture studies informed lounge settings for families and groups as well as individual seats for people who prefer more separation. Together, these changes reduce visual clutter and clarify where to go next, giving travelers more control while allowing employees to direct their attention toward exceptions, questions, and moments that benefit from human support.

Carbon-neutral patterned flooring, furniture placement, lighting, and architectural cues define boarding zones without relying on rows of stanchions. Durable silicone upholstery is PVC-free, antimicrobial, antifungal, and graffiti-resistant. At landmark gates, an eight-foot blue boomerang wall frames a large LED screen and a map of Chicago; its reverse uses faux aircraft windows to reveal destinations, while the wall can also support events and campaigns. Suspended blue-and-white lights extend the brand overhead. Conversations with groups representing visual, hearing, mobility, sensory, and cognitive needs shaped every decision, making accessibility the foundation for a calmer, clearer boarding experience that can scale across 50 additional gates.