UX of Airports: Everything but the Flight (Poster, Miriam Donath)


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The UX of airports is particularly bad, and will only continue to worsen as air travel increases, given that security concerns have lead to longer processes and waiting times in airports, and airports built years ago are expanding in ways that make wayfinding difficult. There are four categories of UX issues that pertain to multiple areas of the airport. These are wayfinding and orientation, lack of control and unpredictability, different types of passengers requiring varying accommodations, and crowding and clustering of passengers. There are also issues pertaining to specific areas of the airport. These areas are the airport curb, check-in, the security check-point, the departure lounge, boarding, and baggage collection. Particular attention is paid to who the stakeholders are in each situation (e.g., security personnel, airline employees, airport managers, etc.) and what their motivations are. Potential solutions will also be offered.

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UX of Airports: Everything but the Flight (Poster, Miriam Donath)

  1. 1. UX of Airports: Everything But The Flight Miriam L. Donath Issues Particular to Single Airport Areas ' V », ,- n __ Curbside _ X Often crowded with vehicles trying to get a space at the curb. rushing to drop off passengers. and people unloading /1 W ' I r ‘W95 t it . _.%i Check-in 0 Self check-in: issues with the machines. and waiting for a service agent to tag bags a Bag drop is combined with check-in (when conveyor belt is behind the desk) or the passenger must take the bag to another area to drop it off before heading to the security checkpoint Security Checkpoint I Presenting ticket and ID at security checkpoint after having already displayed them at check-in I Separation of passengers from their belongings for scanning carry—on belongings 0 Walking through a metal detector or, more recently. a full body scanner: alternatively, opting for a pat-down instead of the full body scanner Departure Lounge & Gate Difficulty estimating how long one will have to wait there, called "dwell time" Crowded departure lounges near gates from which planes are about to depart Arm rests between seats making it uncomfortable for passengers trying to sleep while stuck in airports overnight lnsufficient outlets for charging mobile devices and laptops Rush to get in line to board Baggage Claim ' l o Clustering around luggage shoot ( ' , . "'1 ‘ ii il o Lost or delayed luggage / /7 - o No way to know what happened to luggage after it was dropped off at check-in , o For delayed luggage arriving to the airport several hours late: ’ I One has to provide as much information about the luggage as possible, including visual description i I A window of several hours is provided during which the luggage will be delivered, and someone must be present at the location to sign for it Issues Particular to Multiple Airport Areas Wayfinding & Orientation 0 Signs and symbols: difficult to decipher, inaccurate or conflicting, not universally understood l_ 0 Environmental & individual factors: building design and layout, design features inside buildings in ‘/ " ‘ 0 Wayfinding indoors different from outdoors since outdoor environments have landmarks Lack of Control & Predictability , c Having to be at the airpoi1 two or three hours before flights: , Early arrival is advised due to the lengthy and often « unpredictable process for getting from check-in to gate a Poor communication of delays and cancellations o Lack of information on baggage once checked Passengers with Different Needs People who have disabilities International passengers First-time fliers Children traveling alone J Adolescents traveling alone Leisure vs. business passengers - Passenger Crowding & clustering is Crowding and clustering of passengers in certain areas that l ‘d make navigating the airport difficult. This is particularly true of the airport curb, boarding, and baggage claim. Technology to Biometric Screening for Electronic trackable tags for recommended New . . checked-in luggage; mobile ' . . th t t t d Potential Personalized e| |'P0|’i technologies : :rd: : Eahigcino if) we technology could be S I arrival times. Specific for for self- resent ID mumgle incorporated so passengers 0 U Ions Passenger. airport. and boarding p p could directly access information flight times T miwu from WWW cnnlloclllhnio com about their luggage Non-technological improvements that can be made: landmarks in wayfinding directions, creating personas and scenarios to understand where passenger UX problems lie References