Airports of the Future, Human Systems Program: Passenger Experience

Airports of the Future, Human Systems Program: Passenger Experience

An airport is one of the largest and most complex systems in modern society, with passengers being the primary customers. To be able to improve passengers’ airport experiences it is vital to investigate and fully understand what airport users do and interact with whilst in an airport.

 

An important aspect of the Airports of the Future Project is the passenger experience. The Human Systems Program aims to advance the understanding of human interactions with services and technology, enabling the design of airport facilities and services based on the passenger experience. Research encompasses both passenger and airport personnel experiences and needs, enabling these perspectives to be compared and included within a whole-of-airport model. This project will also focus on identifying and understanding passengers’ movements and interaction between commerce and leisure with this knowledge currently yet to have received in-depth research attention in airport environments. 

 

Based on close observation, we develop maps that demonstrate the movements and interactions between people, process and technology at the airport terminal, as demonstrated in the below Noldus The Observer map. This map shows of a passenger undertaking interactions and activities in an airport security domain. These maps contribute extraordinary insight into passengers’ activities and interactions, such as;

 

  • passenger experiences are influenced by the experience of their social group, as well as their own;
  • passengers are encouraged to ask questions in locations that lead to premature queues forming and hence a longer perceived queue wait;
  • passengers with wavers make far more use of landside retail than other passengers;
  • significant differences occur in process time when security personnel at check points assist individual passengers.

 

 

passenger activities and interactions at a security domain

 

For more information please visit Airports of the Future

Grants

  •  ARC Linkage (LP0990135) Airports of the Future

 

People and partners

Professor Vesna Popovic

Professor Vesna Popovic

PASLab Leader, Creative Industries Faculty, School of Design Office, Industrial Design

Dr Ben Kraal

Dr Ben Kraal

Postdoctoral Research Fellow, Creative Industries Faculty, School of Design Office, Industrial Design

 

Associate Professor Thea Blackler

Associate Professor Thea Blackler

Associate Professor, Creative Industries Faculty, School of Design Office, Industrial Design

 

Dr Philip J. Kirk

Dr Philip J. Kirk

Postdoctural Research Fellow, Information Systems, Business Process Management, Science and Engineering Faculty

Dr Alison K. Livingstone

Dr Alison K. Livingstone

Postgraduate Student, Assistant Deans Scholarship Holder, Creative Industries Faculty, School of Design Office

Anna Harrison

Anna Harrison

Postgraduate Student, Creative Industries Faculty, School of Design Office

Andrew Cave

Andrew Cave

Postgraduate Student, Creative Industries Faculty, School of Design Office

Levi Swann

Levi Swann

Postgraduate Student, Assistant Deans Scholarship Holder, Creative Industries Faculty, School of Design Office