Online Check-in during COVID is a tedious experience.

You go through a long lengthy online process, uploading forms and ticking check-boxes only to be asked the same questions a second time when you check-in in person.

The added friction for a marginal gain in efficiency results in a worst experience for the user – who has to do the same unpleasant task twice.

When asking others to perform an inconvenient task that might feel unnecessary, explain why it’s important.

If you can’t, perhaps it’s time to remove that experience from the process.