Modernization of Federal Inspection Services Facilities at U.S. Airports (2025)
Chapter: Day 2 Journey Mapping
Day 2 Journey Mapping
Speakers
Ellen McClain, International Bridge, Inc. [formerly Deputy Assistant Secretary (Transborder Security), DHS]
Solomon Wong, President and CEO, InterVISTAS Consulting
Day 2 began with a reflective session led by Ellen McClain, who revisited the key takeaways from Day 1. This session set the stage for the next phase of the event, narrowing the focus toward journey mapping and identifying the critical research areas for the future of FIS modernization (see Figure 10).
Building on the insights from Day 1, Day 2’s discussions centered on refining the research and design needs for FIS modernization. This was achieved through interactive journey mapping, aimed at addressing the challenges passengers currently face while also identifying the technological and operational solutions needed to meet future demands. McClain, alongside Solomon Wong, guided participants through the process of co-creating a journey map, as shown in Figure 11. The illustration on the left depicts an example of the current arrivals process, while the illustration on the right highlights potential changes for improving the process, making it more user-friendly and operationally efficient in the future.
