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A research-based approach for improving the airport wayfinding experience
Journal of Airport Management,
13
(2),
133-143
(2019)
Abstract
Wayfinding research has a proven and direct impact on the passenger experience, which in turn correlates to airport business performance. Research from recent Airport Cooperative Research Program (ACRP) reports, however, has identified the difficulties faced by infrequent travellers, international travellers and elderly and persons with disabilities when navigating airports. These reports document best wayfinding practices and principles for designing for these user groups. The author introduces ACRP research reports 52, 161 and 177 and explores how these research-based guidelines not only ease wayfinding for travellers with special needs but also improve the passenger experience for all travellers.
Keywords: ACRP; Airport Cooperative Research Program; airport; aviation; communication; design; customer experience; environmental graphic design; experiential design; level of service (LOS); navigation; passengers; research; safety; signing; terminal; wayfinding
The full article is available to subscribers to the journal.
Author's Biography
Jim Harding leads Gresham Smith’s award-winning Environmental Graphic Design group. A member of the Society for Experiential Graphic Design (SEGD), Jim was the principal investigator for the Airport Cooperative Research Program’s ACRP Research Report 52: Wayfinding and Signage Guidelines for Airport Terminals and Landsides — a single resource for airport planners, consultants and those specifically responsible for maintaining an airport wayfinding and signing plan. He was also the leading wayfinding contributor to ACRP Research Report 161: Guidelines for Improving Airport Services for International Customers and the principal investigator for ACRP Research Report 177: Enhancing Wayfinding for Aging Travelers and Persons with Disabilities.
