A research-based approach for improving the airport wayfinding experience

Jim Harding

Journal of Airport Management, 2019, vol. 13, issue 2, 133-143

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 (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2019
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