Examining Intuitive Navigation in Airports - Drs 2014 Andrew Cave
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People and Systems (PAS) Lab paslab.com.au Examining intuitive navigation in airports Andrew Cave [email protected] Thea Blackler [email protected] Vesna Popovic [email protected] Ben Kraal [email protected] Queensland University of Technology Brisbane, Australia
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Presentation slides for from DRS2014 conference. Paper available at: http://eprints.qut.edu.au/view/person/Cave,_Andrew.html Airports accommodate passengers with a range of prior experience, from frequent flyers, to passengers who fly every couple of years, to those who have never flown before. Passengers with varying levels of prior experience may use different visual elements when navigating the airport. Ensuring all passengers can navigate to the processing activities intuitively is important for passengers, airports and airlines. This paper examines how participants with Low, Medium and High airport familiarity navigate through the departures area at an Australian international airport. Three navigation activities are investigated (i) navigating to the check-in row, (ii) navigating through the Liquids, Aerosols and Gels (LAGs) preparation area before security screening, and (iii) navigating to either the boarding gate first or to a discretionary activity first, after exiting customs. In the three activities, differences were observed between the familiarity groups. These differences include the use of different information to locate the check-in desk, different actions when navigating through the LAG preparation area, and evidence that Low familiarity passengers have a desire to locate the boarding gate as soon as possible once through customs. This research provides evidence based design recommendations for airports to benefit from intuitive passenger navigation.
Transcript of Examining Intuitive Navigation in Airports - Drs 2014 Andrew Cave
People and Systems (PAS) Lab paslab.com.au
Examining intuitive navigation in airports
Andrew Cave [email protected]
Thea Blackler [email protected]
Vesna Popovic [email protected]
Ben Kraal [email protected]
Queensland University of Technology Brisbane, Australia
• Increasing passenger numbers
• Size of airports has grown
• Wayfinding systems can be expensive
• Passengers can have difficulty finding their way
Navigation in airports
• Passengers must navigate to processing points
Arrive at airport
Check-in Security Customs
Reta
il
Boarding gateR
eta
il
The airport process
• Intuitive Navigation is:
• Fast, semi- conscious / non-conscious decisions that are often correct
• This is enabled by prior- experience
Intuitive navigation
• Used eye tracking glasses at an Australian International Airport
• 30 participants
• Navigate through to the boarding gate
• Video and talk aloud protocol
• Questionnaire to determine Airport Environment Familiarity (AEF) Score
Methodology
• Cave et al (2013) established link between intuitive navigation and prior knowledge / familiarity
• Now we examine how participants with Low, Medium and High AEF used the airport.
Prior knowledge / familiarity and navigation
Low AEFMedium AEF
High AEF
• Look at 3 examples
1. To check-in
2. To security line entry
3. To the boarding gate
Examining intuitive navigation
3 ways to locate to check-in
1. Use airline info eg airline signs around check-in desk
2. Examine the flight information board (FIB) to locate Row number
3. A combination of 1 and 2. Try to use airline information, then switch to using FIB and row number
3 ways to locate to check-in
To the check-in desk
To security screening
• One of three actions
1. Proceed straight through to the entrance
2. Hesitate, and examine the area
3. Confuse LAGS preparation bench for security screening preparation, and navigate to bench
To security screening
To security screening
• Participants either:
1. Locate boarding gate first
2. Navigate to discretionary activity first
First airside activity
First airside activity
• Low, medium and high familiarity passengers can use the airport differently…
• Airports should:
• Provide a range of navigation elements to assist passengers using different strategies
• Ensure activities use different elements to avoid confusion
• Design for passengers with different navigation priorities
Implications for design
Conclusion
Thank you for your attention
Questions?
Email: [email protected]
Twitter: @AndrewCave
Examining intuitive navigation in airports
People and Systems (PAS) Lab paslab.com.au
Queensland University of Technology Brisbane, Australia
