Exploring the journey process phase by phase Kerb to Gate

Transcription

1 Exploring the journey process phase by phase Kerb to Gate AIRPORT Genovefa Kefalidou, Neil de Joux, Mirabelle D Cruz, Sarah Sharples, Christine De Lille, Nikos Frangakis, Richard Ottens, Ronald Grosmann, Rui Marcelino, Klaus Lütjens, Eddie Shaw, Sicco Santema Horizon 2020 EU project grant number:

2 Passenger Experiences at Airports Limited literature on capturing continuum of passenger experiences at airports PAX (PAssenger experience) Surveys issued by airports Demographics: Job Income Gender Age Nationality Place of residence Frequency of air journeys Origin/ Destination PAX Journey-related Questions: Origin Destination Purpose journey of Number of people travelling Booking time Journey time Airline Airport-related Questions: Transport mode for getting to airport Check-in Parking space Duration of staying at airport Restaurant visits before/after security control Shopping before/after security control Technology-related Questions: Smart Phone/Apps usage Hamburg airport survey example ( )

3 Passenger Experiences at Airports Shift towards mobile services self-servicing self-management and more control over their journeys LIMITED PASSENGERS AND STAKEHOLDERS COMMUNICATIONS!!! (Sita, 2015)

4 Passenger Experiences at Airports (Sita, 2015)

5 Passenger Experiences at Airports Effects of emotional manifestations (e.g. stress) to: Human cognition and behaviour PAX survey limitations

6 PASSME = Personalised Airport Systems for Seamless Mobility and Experience AMBITION = 1 hour reduction d2d travel time enhanced travel experience, reduced stress provide passengers with real-time information

7 Reducing unwanted time across all PASSME touch points

8 Identifying passenger needs Following a mixed-methods approach: quantitative and qualitative methods ( Kefalidou et al., (2016). Passengers' Requirements for developing a Passenger-Centred Infrastructure to Enhance Travel Experiences at Airports In: Ergonomics and Human Factors 2016

9 Methodology 25 passengers (in first instance) No mobility issues WP2 Economy Class Business Class

10 Passenger experiences Themes WP2 Kefalidou, etal., (2016)

11 Passenger stress Average Stress Levels at Airport 0 arriving at airport Check-in Bag Drop Security Waiting to Board on Board After Landing Exiting destination airport Average Stress Levels at airports WP2

12 Passengers process WP2

13 As-is Personas & Scenarios Partly data-driven; partly design-driven 10 personas 4 scenarios Aim: Demonstrate key experiential aspects Manifested emotional states (self-reported or not) Covering PASSME/airport key check-points Kefalidou et al., (2016). Passengers' Requirements for developing a Passenger-Centred Infrastructure to Enhance Travel Experiences at Airports In: Ergonomics and Human Factors 2016

14 As-is Personas & Scenarios

15 The Preliminary PASSME model Levels: Passenger Physical context Information system Stakeholders Aviation innovations

16 Personalised device AIM: create individual environment passenger, individual data and information STRESS REDUCTION

17 Baggage Handling

18 Security Variations in what passengers need to do depending on airport

19 Passenger Forecasting AIM: Better planning capacity touch points FLOW IN PASSENGER STREAM Check-in/Baggage drop, Security and Luggage reclaim

20 Customised Interiors

21 Passenger Needs Informing Design technology that adapts to the individual passengers baselines Understanding airports/airlines/passengers dynamic context and acting on it Providing prompt travel information when/as needed Providing interesting information that may be needed Trusted, useful and fun personalised system that senses their needs, reduces travel stress and enhances travel experience

22 PASSME Project Partners Academic Institutions Design Project Coordinator Aviation Industry Communications and Technology

23 Any questions?