You have to know what your users are experiencing.
UX Note: Returning a luggage cart shouldn’t be so hard
Recently I picked up my wife at the airport. She arrived with her bags on a luggage cart, as is common in airports across the world. This airport, Ben Gurion Airport outside of Tel Aviv, was famous for years for being one of the only major airports that made luggage carts available for free. That changed not so long ago, and like other airports you need to rent the carts. That, in and of itself, isn't that big of a deal. Even renting the cart isn't a big deal. Returning it, on the other hand, is a user experience disaster. In all the airports I've rented carts from, you pay for the cart (sometimes with cash, sometimes with a credit card), use the cart to move your bags, and then you either return the cart to a luggage cart station, or you leave it at the curb and someone would come collect it. In the US it was once common to get a small amount of money back when you returned the cart to a station, to incentivize you to return the cart instead of leaving it on the curb or in the parking lot. This is kind of like…