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Flight Information Display System Case Study - Doha International Airport

This is a case study of my work at Doha International Airport on the Flight Information Display System redesign, where I was the Lead Interaction Designer.

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Electronic Visual Information Display System
Design Concept And Branding
e Colors on Dark Backgrounds
CONTENTS &
OVERVIEW
1. Executive Summary
2. Project Details
3. Situation at Doha Int’l Airport
4. User-driven Research
5. Lessons learned
6. Design elements
7. Proposed layouts
8. Branded designs
9. Future Plans
Hamad International Airport: EVIDS Redesign
EXECUTIVE
SUMMARY
3
The EVIDS Design concept was a major
project undertaken by the Operations
Planning team at Doha Int’l Airport. The
project involved numerous stakeholders
from the Airport Authority, Qatar Airways
and the Contracting companies. The
project lasted a total of 21 months,
covering user research, prototyping and
implementation.
Hamad International Airport: EVIDS Redesign
PROJECT
DETAILS
4
Hamad International Airport: EVIDS Redesign
PROBLEM
STATEMENT
Design a better information display
ecosystem that matches the ‘exclusive’
feel of our new facility, and transfers
information in a better way to enhance
passenger/customer experience.
5
Hamad International Airport: EVIDS Redesign
KEY
STAKEHOLDERS
• HIA Operations Department
• Flight Data & Resource Allocation
• Baggage Handling
• HIA Commercial Department
• HIA Information Technology
• Qatar Airways Information Technology
• Qatar Airways Marketing
• Qatar Airways Premium Operations
• New Doha Int’l Airport
• CP31 (Information Systems)
• Ultra Electronics
6

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Flight Information Display System Case Study - Doha International Airport

  • 1. Electronic Visual Information Display System Design Concept And Branding e Colors on Dark Backgrounds
  • 2. CONTENTS & OVERVIEW 1. Executive Summary 2. Project Details 3. Situation at Doha Int’l Airport 4. User-driven Research 5. Lessons learned 6. Design elements 7. Proposed layouts 8. Branded designs 9. Future Plans
  • 3. Hamad International Airport: EVIDS Redesign EXECUTIVE SUMMARY 3 The EVIDS Design concept was a major project undertaken by the Operations Planning team at Doha Int’l Airport. The project involved numerous stakeholders from the Airport Authority, Qatar Airways and the Contracting companies. The project lasted a total of 21 months, covering user research, prototyping and implementation.
  • 4. Hamad International Airport: EVIDS Redesign PROJECT DETAILS 4
  • 5. Hamad International Airport: EVIDS Redesign PROBLEM STATEMENT Design a better information display ecosystem that matches the ‘exclusive’ feel of our new facility, and transfers information in a better way to enhance passenger/customer experience. 5
  • 6. Hamad International Airport: EVIDS Redesign KEY STAKEHOLDERS • HIA Operations Department • Flight Data & Resource Allocation • Baggage Handling • HIA Commercial Department • HIA Information Technology • Qatar Airways Information Technology • Qatar Airways Marketing • Qatar Airways Premium Operations • New Doha Int’l Airport • CP31 (Information Systems) • Ultra Electronics 6
  • 7. Hamad International Airport: EVIDS Redesign Scope of Work • Arrivals Displays • Landside Summaries • Baggage Reclaim Summaries • Baggage Belts • Departure Displays • Check-in Summaries • Check-in Counters • Gate Summaries • Gate Counters • Transfer Displays • Immigration Displays • Misc Displays • Information Counters • Directory Displays 7
  • 8. Hamad International Airport: EVIDS Redesign Key Statistics The EVIDS project was a large scale project affecting every single passenger going through Hamad International Airport. These numbers help show the sheer scale of work that was involved in the project, from start to finish. 8 1,500screens 150graphical assets 350screen renderings 47pages of documentation 21months 1,400emails
  • 9. Hamad International Airport: EVIDS Redesign TIMELINE 9 Q4 2012 Q1 2013 Q2 2103 Q3 2013 Q4 2013 Q1 2014 Q2 2014 October 2012 Project Begins December 2012 DepartmentApproval February 2013 GCEOApproval September 2013 Branding Introduction February 2014 CP31 Workshop May 2014 Brand Refresh May 2013 Concept Finalization July 2013 Asset Completion February 2014 Branding Completion June 2014 Core Completion Ideation Phase Creation Phase GraphicalAssets Business Rules Branding Implementation Phase
  • 10. Hamad International Airport: EVIDS Redesign SITUATION AT DOHA INT’L AIRPORT A key to understanding how to create a better product is looking at what is already available; what would have been done if nothing was changed. 10
  • 11. Hamad International Airport: EVIDS Redesign Doha Int’l Airport We took this project as an opportunity to see how things were in DIA, and how we could improve on them. 11
  • 12. Hamad International Airport: EVIDS Redesign 12 Doha Int’l Airport We took this project as an opportunity to see how things were in DIA, and how we could improve on them.
  • 13. Hamad International Airport: EVIDS Redesign 13 Doha Int’l Airport We took this project as an opportunity to see how things were in DIA, and how we could improve on them.
  • 14. Hamad International Airport: EVIDS Redesign USER-DRIVEN RESEARCH Research methods involved passive observation as well as active inquiry 14
  • 15. Hamad International Airport: EVIDS Redesign Passive Observation The first portion of the ideation phase was spent observing passengers’ use of the current system at Doha Int’l Airport. 15
  • 16. Hamad International Airport: EVIDS Redesign Labeling Exercises Research was done on passengers to understand the best wording to use for status remarks. Labels that aviation professionals assumed trivial were sometimes not understood by passengers. 16
  • 17. Hamad International Airport: EVIDS Redesign Active Inquiry Preliminary design prototypes were shared with potential users (passengers, frequent flyers, designers and Arabic speakers) for feedback, resulting in incremental improvements. 17
  • 18. Hamad International Airport: EVIDS Redesign LESSONS LEARNED Through the research and observation, deeper problems were uncovered that, if addressed, could lead to a much better passenger experience. 18
  • 19. Hamad International Airport: EVIDS Redesign Language Flipping Most of our passengers were thrown off by the switching of languages between Arabic and English. 19 20s
  • 20. Hamad International Airport: EVIDS Redesign Use of Language The use of language plays an important role in portraying information. Minor changes, e.g. from 
 “Final Call” to “Last Call”, can go a long way in a region where English is not the first language of most. 20
  • 21. Hamad International Airport: EVIDS Redesign User Interface Design Many changes were needed from a graphical design perspective to increase usability, as well as minimize user distraction. 21
  • 22. Hamad International Airport: EVIDS Redesign DESIGN ELEMENTS Visual cues help passengers understand information more efficiently, and graphic elements help achieve the ‘exclusive’ look, setting Hamad Int’l Airport apart from other airports in the region. 22
  • 23. Hamad International Airport: EVIDS Redesign Typography and Color Frutiger, a font made specifically for airport signage, is used. Currently, HIA uses Frutiger for wayfinding signage in English, however we would use it in Arabic as well, as it works better on screens. More subtle colors are used (dark grey instead of pure black, light beige instead of pure white). Lower contrast ensures less eye strain. 23 Contrast is considered good for readability, but not too much. ‫ﻟﻤﺒﻮر‬ ‫ﻛﻮاﻻ‬ Kuala Lumpur
  • 24. Hamad International Airport: EVIDS Redesign 24 Typography and Color Frutiger, a font made specifically for airport signage, is used. Currently, HIA uses Frutiger for wayfinding signage in English, however we would use it in Arabic as well, as it works better on screens. More subtle colors are used (dark grey instead of pure black, light beige instead of pure white). Lower contrast ensures less eye strain.
  • 25. Hamad International Airport: EVIDS Redesign Tailfin Logos The ‘Tailfin Logo’ style enabled us to standardize all airline logos. This allowed for a cleaner look. They are what a passenger sees right before boarding their plane, and using them freed us enough horizontal space to put the airline name as well; which is more legible than the logo. Each logo is meticulously created as a vector, with minute details taken into consideration to match the airline’s livery completely. 25
  • 26. Hamad International Airport: EVIDS Redesign Architectural Elements Prior to the Hamad Int’l Airport Logo/Branding, architectural elements were used to feed into the design of the EVIDS. This ensured the screens were in harmony with the airport facility. 26
  • 27. Hamad International Airport: EVIDS Redesign Other design elements Arabic and English text is placed on the same page to minimize rotation for passengers’ convenience. Passengers can scan QR codes which direct them to the HIA website, so they can check flight information on the go. Weather statuses on boarding gates inform passengers on the destinations. Special icons were created the region, including “dusty” and “sandstorm” icons. 27 ‫ﻟﻤﺒﻮر‬ ‫ﻛﻮاﻻ‬ Kuala Lumpur Adaptation of “Climacons” by Adam Whitecroft
  • 28. Hamad International Airport: EVIDS Redesign PROPOSED DESIGNS The following designs were used in Hamad Int’l Airport for a couple of months until the branded version was completed. 28
  • 33. Hamad International Airport: EVIDS Redesign BRANDED DESIGNS HIA Operations worked together with the branding agency, StartJG, to produce a set of designs that follow the HIA Brand Guidelines. These are in current operation at Hamad Int’l Airport. 33
  • 38. Hamad International Airport: EVIDS Redesign FUTURE PLANS To integrate the system better into the Hamad Int’l Airport ecosystem, incremental changes will need to be made to adapt to the constant change in the airport environment. 38
  • 39. Hamad International Airport: EVIDS Redesign POTENTIAL PROJECTS • Splitting of screens for MAGS usage • “Baggage belt display” on Arrivals PLB • Installation of EVIDS in Passenger Busses • Integration of EVIDS with HIA mobile app • Addition of walk times on a ‘per flight’ basis • Provision of higher resolution, larger screens • Segregation of flight information by area 39
  • 40. Electronic Visual Information Display System Design Concept And Branding Positive Colors Light Backgrounds Negative Colors on Dark Backgrounds