University of Twente Student Theses


A design investigation into the desired way of influencing people's waiting experience at a future airport

Sabljic, S. (2016) A design investigation into the desired way of influencing people's waiting experience at a future airport.

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Abstract:This review summarizes Samra Sabljic’s Bachelor Thesis. The aim of this bachelor assignment is researching what the desired way of influencing people’s waiting experience at a future airport is and how this can be achieved through design, resulting in an adequate proposal. The whole perception of the airport’s waiting area has been considered; from the security check until the boarding, having in mind the future developments around 2030. The target group has initially been divided into six types of passengers: “Simplicity Searchers”, “Cultural Purists”, “Social Capital Seekers”, “Reward Hunters”, “Ethical Travelers” and “Obligation Meeters”. Such a differentiation was necessary because all of the six “future traveller tribes” have their own goals and travelling wishes, influencing the final design. Secondly, having a customer journey in mind, it has been studied how people feel during various moments of their journey. The conclusion was that minimising stress and boredom is necessary. It has been finally inquired how to achieve this desirable effect by applying a specific type of design. Furthermore, the strength of interaction design and the effect of biophilic design have been thoroughly analysed. When we consider the waiting process in general, we should first investigate how to affect the time elapse experience in order to (at least partially) take the unpleasant waiting experience away. It can be done (among other things) by using the background music or smartly applying Maisters “Laws of Waiting”. In order to influence the way people experience things, it is of a great importance to know how each of the senses can be stimulated and eventually which consequences this simulation causes within this experience. While creating a certain experience, the most important impression is the first one, and the last memory of it. Also, part of the research was finding out future technological developments at the airports. More and more equipment is going to be automatized in the future. The stress reduction and, as a part of it, the boredom reduction can be managed in different ways. With all gained insights, a basis is created for the development of the final design. The final concept is a design proposal of an ideal future airport experience after the security check. It consists of five parts that address the stress and boredom on various levels, with different mechanisms. Their combination results in a complete stress-free waiting experience from security and passport control to the moment one steps in the plane. This approach reduces stress on different levels step by step, so not only in a practical way but also on an emotional, cognitive and sensational level. The first part is a smart phone app which is minimizing the greatest amount of stress directly after the security check by providing clear and personalised information. The second part is a relaxation area where all remaining unconscious stress disappears. In addition to it, an interactive suggestion system has been designed, providing the passenger with an ultimate personalized waiting experience – giving suggestions mostly for the shopping areas. What follows next is the waiting at the gate: nature elements and personalised comfort will relax travellers while they obtain information about the destination. The last part of this passenger’s airport experience takes place in the jet bridge, giving him the last “WOW” experience just before entering the plane.
Item Type:Essay (Bachelor)
Faculty:ET: Engineering Technology
Subject:20 art studies
Programme:Industrial Design BSc (56955)
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