Comparative Analysis of Airline Self-Check-In Kiosk User Interface : The Case of Incheon International Airport

Self-check-in kiosks at airports have become essential infrastructure in the era of digital transformation. However, differences in UI structure and procedural flow among airlines within the same airport are causing confusion for users. Such inconsistencies pose a barrier particularly for users with low digital accessibility and negatively affect the equity of public services as well as the operational efficiency of airports. This study aims to compare and analyze the self-check-in kiosk UIs of six major domestic airlines installed at Incheon International Airport, in order to identify the impact of UI discrepancies on user experience and suggest possible improvements. The analysis was conducted based on user flow and examined from three perspectives: usability, brand identity, and accessibility. The identified issues were categorized using affinity mapping and interpreted through Jakob Nielsen’s usability heuristics, David Aaker’s brand identity theory, and the DEI(diversity, equity, inclusion) principles. The findings reveal that while the functional processes of each airline are similar, inconsistencies in UI layout, unclear visual information, and lack of emotional feedback contribute to user confusion and potential decline in brand trust. This study highlights the need for user-centered public interface design, and offers both theoretical and practical implications. It may serve as a foundational reference for establishing integrated design guidelines for self-check-in kiosks and improving equity in public digital systems.