The Invisible Interface of the check-in process - and its importance for the use of Self Service Units

Abstract: When a computerized artefact is introduced as a tool in an activity it is not possible to only consider the design of this tool to understand the actual use of it. It is also necessary to study the context in which it is used and to rig the environment to support the use of this tool. This I have tried to show in this master thesis where I have studied how travellers behave in the check-in process, using or not using Self Service units for check-in at airports in Sweden and Norway.