Airport Information in the Future

To improve the quality of airport information, the current information means should be combined to centralize the information and employees. In this way, high quality service can be provided 24/7 a week with a better resistance to peak moments, process changes and growth of the number of passengers. It is desirable that people first try to get information themselves by use of a self-service information mean. Alternative help should be available for specific and unusual problems.

To achieve this, research has been done to investigate the relation between the different types of passengers, their information need, and the possible information means. The focus within this project was at Lounge 3; the location for the first information ‘island’. Required was though that the information ‘island’ had to be adjustable for implementation in other parts of the terminal. Based on the outcomes of this research, a design goal was formulated, functioning as the starting point for the design phase.

‘I want to provide all types of passengers in their information need, by offering them a central and confidence inspiring area, which invites to search for information independently in an appropriate way.’

Approach

Overview is one of the most important aspects for the information area; when a passenger has a question it should immediately be clear where the answer to his question can be found. Therefore the choice has been made for central workstations, each consisting of a touchscreen and a holographic screen, functioning as the main ‘entry’ for all information. To make some functions more quickly or easier accessible and to stimulate the lead time of the touchscreens, it is desirable to place a few means alongside the central workstations. To remain the overview, only means with a clear function are placed alongside, namely Schiphol Dynamic Displays with flight information, a dynamic airport map, and displays with frequently asked questions.

The information is provided in different languages, and can be gathered with or without giving input to fit the capabilities of the different passengers. Suggestions are given to stimulate unfamiliar users and fasten the search process, and shortcuts are given for experienced users.

Because it is desirable that people try to find the information by means of self-service, it is decided not to design a physical place for an information assistant; people are likely to approach the assistant immediately. For complex and specific questions it should be possible to make live on-screen contact with an information assistant who can physically be situated somewhere else in the terminal. In this way, different information areas can be served.

The yellow strip is a key element of the design. It connects the information means and makes it look like a whole. The shape of the open arms gives the area an inviting look. The information icon and text at the corners of the strip make the information area visible coming from all lounge entrances. At the inside of the strip the word ‘information’ flows by in different languages to make the area even better to recognize.

Variation can be made in the size of the information area to make it possible to implement at different places. A possibility is to vary the number of central workstations in the middle. It is desirable that both panels at the sides are kept to maintain the symmetry. Important is that the strip is also always maintained as this is the recognition point for the information area.

Central workstation
- Suggestion help the unfamiliar user
- Scan your boarding pass
- Get personal flight & ticket information
- Take information with you on your mobile phone by means of Bluetooth or Near Field
  Communication
- Print a personal map
- Extended information about everything at Schiphol
- Information about entertainment, transport or hotels at your destination
- Make live contact with a Schiphol information assistant
- Search for information

Dynamic map
- Touch a location at the index
- Layers and locations light up
- A short description of the chosen location appears
- Be stimulated by others to try it as well
- Or use it just like a static map

Frequently asked questions displays
- Immediately answers without giving input
- Or touch a topic at the index to get the answer to the question of your choice immediately

Results

Schiphol Group already started a following-up project to make the execution of the information area possible, taking the results of this project as input for the initiative phase. The interaction as well as the physical design will get a second look and will be elaborated.

Taking this design as a starting point it should be possible to provide the different types of passengers in their information need by means of self-service, and improve the quality of airport information at Amsterdam Airport Schiphol.