A revision of the Security Scanner: Restoring the balance between passenger, agent and Scanner
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Abstract
Using Schiphol’s Security Scanner is confusing for a lot of passengers. Therefore, security agents currently have to fully take on the task of guiding the passenger through the Scanner. This repetitive task in the high volume environment of Schiphol security leads to physical and mental exhaustion and results in frustration, which is projected onto passengers.
The responsive animations concept guides passengers in taking the correct posture inside the security scanner. Real time skeletal tracking is done, whereafter the appropriate instructions and corrections are displayed. This concept aims to replace the instructive tasks of the agents to lighten their workload, and to defuse the tensions between passenger and agent.
Prototyping tests were executed in a live security operation to assess the effectiveness of the design and to record the agents’ experiences. Agents found the concept to work de-escalating because it acted as a mediator between passenger and agents. Moreover, they noticed a significant decrease in repetitive workload improving their overall mood and resilience.
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