Improving the perception of waiting time through positive interactions at the G-gates of Schiphol

Abstract

To achieve the ambition of providing a 9+ experience for every passenger, the Passenger Experience Platform develops concepts that improve on impactful touchpoints of the passenger journey. Increasing the passenger satisfaction contributes to the ambition of Schiphol to become Europe’s preferred airport. The departure gates are impactful touchpoints that currently receive relatively low satisfaction scores. Therefore, this project focuses on creating a memorable waiting experience at the gates by reducing the perceived length of waiting time. Research shows that emotions dominate while waiting and that positive emotions at the end of an experience can improve overall satisfaction. This indicates the importance of enhancing the emotional state of the passengers to improve their perception of waiting time and contribute to a 9+ experience.

Research shows that distraction possibilities and exhilarating ambient conditions seem to lack at the G-gates, while these play an important role in improving the passengers’ emotional state. Distractions can make the waiting experience of the passengers more memorable; for example, entertainment and beautiful and eye-catching objects can distract from feelings of discomfort and boredom. Certain design qualities of the am¬biance can also impact the passengers’ emotional state. This project aims to design a distraction that improves the ambiance. The focus will be on evoking positive and desired product-human interactions, because these have shown to be very important in stimulating positive emotions. An airport terminal is designed to reduce stress. However, most passengers experience the current G-gates as being plain functional, impersonal and boring, and, regardless of the intended purpose of the current terminal design, still feel restless. Studies show that adding some complexity and unique colors to a coherent environment increases its liking and stimulates positivity. Passenger analyses show the need for more exciting, warm, relaxed and personal interactions. At the same time, it is also identified that the distraction should only be moderate as passengers should not be withheld from activities they want and need to perform. Research shows that the identified design qualities and types of interactions may lead to the following positive emotions: feeling enchanted, amused, relaxed, dreamy, at ease and connected. During the project, some design interventions were tested, having the potential of creating the desired interactions and emotions. More insights were gathered on how to create the desired interactions, but also on what type of distraction passengers want to engage in. The results of these experiments have led to the creation of a concept proposal that is tested with the passengers at the G-gates by means of an experiential prototype. ‘FLIP’ offers a moderate distraction for passengers waiting at the G-gates of Schiphol. Stimulus seekers can modify the ambiance around them by flipping colored window filters to another color, thereby leaving a personal pattern. The eye-catching and unique appearance improves the ambiance of the G-gates because it adds some complexity to the coherent and boring environment. Passengers will feel enchanted and amused because they are able to create special effects with bright colors. The warm light in a fluent dynamic design enhances relaxation. FLIP allows passengers to connect with the environment. Their perception of waiting time is improved; for a moment, passengers forget that they are waiting at an airport.