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Wayfinding and Signing Guidelines for Airport Terminals and Landside (2011)

Chapter: Chapter 2 - Signing and Wayfinding Process

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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
×
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
×
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Suggested Citation:"Chapter 2 - Signing and Wayfinding Process." National Academies of Sciences, Engineering, and Medicine. 2011. Wayfinding and Signing Guidelines for Airport Terminals and Landside. Washington, DC: The National Academies Press. doi: 10.17226/13640.
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Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

42.1 Introduction A guidebook can only cover a certain level of detail and inevitably an airport will encounter a wayfinding challenge that is not specifically addressed. This chapter is written to help airports understand the “why” that drives the “what” by providing the tools to help them understand the signing and wayfinding process and to enable them to develop a wayfinding strategy that works for their specific needs. Part one beginning in Section 2.2 covers the analysis aspect of the signing and wayfinding process. Part two begins in Section 2.3 and details the three steps for developing a wayfinding strategy: • Buy-in (value), • Philosophy, and • Logic. The subjects of wayfinding philosophy and logic can be somewhat abstract, so these sections include simple analogies to help illustrate some key concepts. This chapter will also help an airport understand how to deal with the following two issues: • Changes: There is a tendency to focus only on the extent of the changes, but airports also must understand what the true impact zone is. • Complaints: There is a temptation to try and just fix the problem area, leading to tunnel vision. The airport really needs to determine how this problem area fits into the overall wayfind- ing system. Continuity and connectivity are the two key principles covered in this chapter that can truly help airports solve problems and perpetuate the integrity of their wayfinding system. 2.2 Analysis 2.2.1 Establishing Need: Considering Users in Design In order to ensure that airport users can comfortably and successfully navigate from the road- ways to the airport gates, roadways, buildings, and signs must be designed with their needs in mind. Effective signing begins with airport layout. Airport and building layouts that organize destinations in simple and logical ways require less and simpler signing than those with more complex layouts. Building layouts that are organized according to user expectations (e.g., check- in counters are accessed just beyond the entrance) require less signing than those that violate expectations with unusual layouts. C H A P T E R 2 Signing and Wayfinding Process

An effective signing system is one that has been designed with the users’ physical, perceptual and cognitive needs in mind. A systems analysis approach, described herein, ensures that the majority of user needs with regard to wayfinding will be appropriately accommodated. 2.2.2 Systems Analysis Approach A systems analysis approach to the signing process considers the following: • The goal of the system, • All user categories, • User tasks, • Information needed to carry out those tasks, • User characteristics and limitations (and how those affect information presentation), and • Potential errors made by users. 2.2.3 Goal of Signing System An appropriate goal for an airport signing system would be to ensure safe, convenient and effi- cient access for all users to and from nearby roadways and arterials to all areas within the airport terminals and parking facilities. 2.2.4 Airport User Categories With respect to users, there are many categories to be considered in an airport setting. These include the following: • Unfamiliar passengers or drivers picking up or dropping off passengers, • Familiar passengers or drivers picking up or dropping off passengers (when changes are made), • Passengers with disabilities of various kinds, • Non-traveling visitors who are there to greet/send off passengers, • Ground transportation drivers, • Delivery drivers, and • Airport employees. Each category of user must be systematically considered to ensure all origin-destination signing needs have been included in the planning and design of the signing system. 2.2.5 Structuring the Signing System Sign content is determined by the wayfinding tasks that must be carried out by each user cate- gory. First, the most common wayfinding chains should be determined for each airport user category. For unfamiliar passengers, the most important wayfinding chain will start with a nearby roadway or arterial and proceed to the desired terminal and arrivals level, up to arriving at the gate. Wayfinding chains must be considered from each direction (e.g., from the airport gate back to the roadway). To avoid overloading users with information, a hierarchy of destinations is used. For exam- ple, typically baggage claim and ground transportation are signed for arriving passengers at the gates. Based on experience, most passengers will expect to find information about the airport exit, rental cars, taxis, limos, buses and parking once they reach baggage claim. A simple hierarchy of guiding passengers from the gate to baggage claim and ground transportation can simplify the number of messages without having to use a comprehensive list that creates information over- load. Using such signing hierarchies, as long as they are anticipated by users, greatly simplifies Signing and Wayfinding Process 5

signing by providing information on a need-to-know basis. The wayfinding chains assist in iden- tifying the hierarchy of destinations. Sign systems within any one area of the airport (e.g., roadways, parking garage, terminal) should be standardized with respect to terminology, lettering style, location and meaning of color. When users are confronted by a complex environment, they are more easily able to locate sign information if it is presented in a consistent format. 2.2.6 Considering User Limitations in Sign Design and Location Airport users have visual and cognitive limitations that impact the design of signs and should be considered to ensure signs are effective. Effective signs require human factors expertise in development and testing in order to meet the following requirements: Conspicuous. The color and light on the signs contrast with their background so they are easily detected from the sign’s surroundings. Signs should also be located where users expect to find them. Concise. Passengers are unlikely to spend more than a few seconds trying to extract informa- tion from a sign. Information presented at any one location should be selected in accordance with the destination hierarchy and provided on a need-to-know basis. Comprehensible. Although the meaning of a sign may be clear to the designer, it may not be clear to airport users. To ensure comprehension of symbol signs and many text signs, evaluation with representative users is required. (Note: members of the design team or anyone familiar with the sign design project cannot be considered to be “representative users”). Symbols may be in wide use, yet poorly understood. For example, various arrow shapes are used and directions “straight ahead” versus “go up one level” may be confused. Comprehension of map display signs is improved if they are oriented to be read from the same perspective as the viewer. Legible. Signs should be comfortably legible at the distance at which the user is first likely to look for them. A user with 20/20 vision can barely resolve sign information at 58 feet away for each inch of letter height. A more reasonable expectation, given a range of visual capabilities and non-optimal contrasts or lighting, would be 40 feet for each inch of letter height. The MUTCD recommends using 30 feet of legibility distance for each inch of letter height as a design goal. To be comfortably legible, text needs to be much larger than this. For complex displays (e.g., termi- nal maps), the use of the sign by several users at once should be considered, so that the text is comfortably legible from the distance a user is likely to stand. Location. The various pathways to reach an area must be considered. There can be a number of entrance doors to a terminal and check-in counter information should be visible from each, with a minimum amount of walking and searching for it. Signs must be located at decision points where the user has the option of taking different paths. Signing on roadways is much more chal- lenging because of the speed at which the user is moving. The same requirements discussed herein apply, but information load and location of signs is much more critical. User requirements for signs intended for drivers are discussed in more detail in Chapter 4. 2.2.7 Evaluation Methods There is increased interest in the level of service (LOS) provided to passengers, with an over- all goal to better align airport operations with the expectations of users. A number of methods can be used to evaluate a wayfinding system. The following are four approaches: • Ergonomic Sign Assessment: Signs representative of the entire signing system are evaluated with respect to conspicuousness, legibility, information load, comprehension, and placement. 6 Wayfinding and Signing Guidelines for Airport Terminals and Landside

The ergonomic assessment would establish the major wayfinding chains and then evaluate signs along the route with respect to the qualities noted. The wayfinding chain concept is introduced in Section 2.3.3.3. • Frequently Asked Questions Survey: When passengers experience wayfinding difficulties they are likely to ask airport or concession staff for help. Both airlines and concessionaires benefit from good signing. Interviews with staff can be used to identify the most common wayfinding questions in each area of the airport. Key staff (e.g., official airport volunteers) can be given a list with the most common questions (this reduces workload for staff assist- ing in the survey), and can tabulate the number of times these questions are asked over a defined period. Any additional questions can be added as they are asked. Frequently asked questions will assist in identifying signing problems. Any FAQ survey must record time of day and date since type of questions may be dependent on both. (See Appendix A for a sample FAQ survey.) • Task Analysis: Major wayfinding chains would need to be established. People unfamiliar with the airport, but potential passengers, would be recruited and asked to travel to various desti- nations within the airport accompanied by a researcher. A verbal protocol would be used whereby each participant would voice their thoughts as they carry out the wayfinding tasks, giving the researcher insight into where and why wayfinding problems occur. • Survey of Unfamiliar Passengers: Unfamiliar passengers willing to fill in a survey could be recruited in the parking garage before they enter the terminal. The survey would be collected at the gate. The questions should focus on where along the journey the participant was not con- fident about their path or where they got lost, where they looked for and could not find specific signs and where they had to ask someone for directions. (See Appendix A for a sample FAQ survey.) In each of these methods, step one is to determine the survey objective using a sound system of developing and evaluating questionnaires with the sole purpose of evaluating the wayfinding system. These wayfinding evaluations will determine what corrective action(s) may be necessary. The list of corrective actions can be prioritized in one of several ways: • Cost—Least expensive to most expensive • Time—Short-term solutions versus long-term solutions • Benefit—What level of improvement will each change yield Signing and Wayfinding Process 7 Importance of Wayfinding “Studies consistently show the importance of wayfinding and give it significant weight with respect in the determination of the overall LOS of the terminal. Regression analysis by Correia et al. (2008), for example, produced results showing that wayfinding was the third most important of 10 LOS variables considered— scoring higher than check-in and departure lounge. Similarly, de Barros et al. (2007), when considering transfer (connecting) passengers, found wayfinding the fourth most important of 21 variables”1. This research is significant because it validates how wayfinding in an airport affects the passenger experience and supports the need to properly evaluate the wayfinding experience.

8 Wayfinding and Signing Guidelines for Airport Terminals and Landside Developing and Evaluating Questionnaires Questionnaires were administered to determine how passengers at Calgary Interna- tional Airport (YYC) were concerned about ease of wayfinding and about their pre- ferred methods of navigation. The questionnaire was developed in three stages during the collection of data. It consisted of five, seven or eight questions. Although five questions were similar for all those surveyed, there were additions on the later questionnaires. Questionnaires were administered after subjects had been told about the study and asked if they were willing and able to complete the questionnaire. Figures 2.1 and 2.2 show the results from the survey at YYC. Figure 2.1. Wayfinding aids used at YYC. Figure 2.2. Perceived ease of wayfinding at YYC.

Resources are finite, so by using each of these criteria, an airport should be able to develop an action plan that will provide the best wayfinding value for the capital dollar. If the corrections are minimal, cost may not be an issue and implementation of the changes can be expedited fairly easily. However, if the correction cost is substantial, an airport may be reluctant to make the nec- essary financial commitment. In this case, a testing period may help. 2.2.8 Passenger Circulation Analysis 2.2.8.1 Information Trees Passengers should be able to access wayfinding information easily and accurately, so it is important to plan a consistent sign system for each route from roadway to gate and vice versa. To help plan for all of the various wayfinding scenarios, create a circulation tree for departing, arriving and connecting passengers that is specific to your airport (Figure 2.3). Account for the different types of passengers on each circulation tree. For instance, on the departure circulation tree passengers will be arriving by rental car, taxi, limo, shuttle, or mass transit; some will be dropped off and others will self-park. At first, each of these passenger types will be searching for different information, but ultimately will be searching for the same destination—the terminal— from different parts of the airport. 2.2.8.2 Circulation Analysis A circulation analysis is basically using a site plan or floor plan to plot the wayfinding routes according to the circulation tree exercise (Figures 2.4 and 2.5). The following steps outline this process as it relates to an airport terminal: • Once each circulation tree is complete, start laying out the arrival route (use green lines); the departing route (use red lines); and other key destinations (to baggage claim, etc.). • Circle the decision points—a big circle for primary decision points, small circle for secondary decision points. • Determine how the vertical wayfinding will transfer between levels. Is the elevator within sight of the escalator, for example, without a series of directional signs to the elevator? Depending Signing and Wayfinding Process 9 Figure 2.3. Typical circulation tree for departing passengers.

on the complexity of the terminal architecture and the wayfinding route, it may be difficult to follow on a simple floor plan. While it requires additional effort preparing a series of floor plans, using an axonometric view will provide a complete overview of the terminal. • Before placing any sign locations, consider the use of architecture to facilitate the wayfinding. For example, architectural treatments may be used to identify a decision point and reinforce the wayfinding. • Place each directional sign according to the decision points (circles on the plan). Review the architecture context including understanding ceiling heights and conditions. • Look for any particularly troubling wayfinding decision points, where you must establish a clear zone around the sign that prohibits other visual graphic elements, including advertise- ments and art. • Review the viewing distances between decision points and determine if any additional signs are required. Regular spacing reinforces consistency and builds on passenger confidence and expectancy. • Check visibility. – Will it be easy to see the sign from afar? – Are there other elements that impact the visibility of the sign? – Consider the placement of other signs to avoid creating visual clutter. • Calculate the necessary letter height for minimum legibility requirements and then determine the sign panel sizes. • Review lighting requirements. If the sign system is not illuminated, understand the ambient lighting levels, both day and night, where signs are needed. • Identify locations of directory maps or flight information displays. These steps can be applied to a new sign system or in an existing sign system; or they can be applied in an existing terminal or new construction. 2.2.9 Evaluation of Current Wayfinding System Solving a complex wayfinding problem is not an easy task, and a major driver in any solution is cost. So how does an airport determine the best wayfinding value for their design dollar? If pas- sengers are constantly lost or confused it is easy to think the existing wayfinding system is bro- ken and should be replaced. It would be easy to recommend a new airport-wide sign system. While this is certainly a valid approach that will likely yield positive results, a total sign replace- ment requires substantial time, effort and resources. Of these three factors, cost typically has the biggest impact and not every airport will have the necessary capital funds to make global changes to their wayfinding system. Is there a better value approach available? 10 Wayfinding and Signing Guidelines for Airport Terminals and Landside Source: Mineta San Jose’ International Airport. Figure 2.4. Circulation analysis diagram: departures level 2—terminal B at San Jose International Airport (SJC). Source: Mineta San Jose’ International Airport. Figure 2.5. Circulation analysis diagram: arrivals level 2—terminal B at SJC.

Before a decision is finalized, it may make sense to evaluate the existing sign system to separate perception from reality. For wayfinding inside terminal areas, there is a checklist in Section 6.1.1 that outlines step-by-step the key elements to evaluate. Similar checklists can be developed to analyze other airport areas such as roadway, parking, and curbside. The concept behind the value approach is simple: build on what works and fix what does not. Conducting a wayfinding analysis will help evaluate just how extensive the wayfinding problems really are and what level of effort is required to correct them. Evaluate the corrections from a cost perspective. The number one factor is location. If the majority of signs are in the right place and in good condition then it is worth considering a value approach taking advantage of the existing sign infrastructure to save both time and money. After inventorying all of the signs, evaluate the signs by asking the following questions: • Are they in the correct location? • Do they need to be relocated? • Do they need to be removed? • Are any missing and need a new sign added? • Do they need to be revised? Assign a dollar value to each of these above conditions and then compare this cost with a com- prehensive sign replacement. Plans for airport growth and expansion should also be factored in the decision to either replace the signs in the existing areas or perpetuate the existing sign system standards into the new areas of expansion. The goal should strive for the consistent application of the sign standards airport- wide. Too often a new terminal will generate a new look for the wayfinding system, without con- sidering the current wayfinding in the existing airport area. The result conveys an inconsistent visual message to the passenger. 2.2.10 Asset Management Airport operators often view their wayfinding system as consisting only of signs which are installed and subsequently ignored. In reality, an airport rarely operates in a static mode. Subse- quently a frequently overlooked aspect of information systems is asset management. Implementing Signing and Wayfinding Process 11 Evaluating Existing Sign Systems Amsterdam’s Schiphol Airport demonstrates how carefully planned design can lead to a successful wayfinding system. The sign system’s design was installed in the 1960s, and since that time the airport had added new terminals and extensions. The project manager sought help from Bureau Mijksenaar in 1990 to update and expand the signage. The common question that many airports face is whether to replace the sign system or work with the existing sign system. The firm spent a year taking inventory and finding the existing system’s strengths and weaknesses. By keeping the strong points of the existing design, it provided continuity for the pas- sengers. The evaluation of the existing sign system updated the color-coding func- tion, added symbols, and made some terminology changes. This improved the sign system while maintaining the feel of the old one, but with a more sensible approach.

a comprehensive wayfinding program is a substantial investment, so an airport needs a strat- egy to protect their investment because new services and tenants are always coming and going. The goal of an asset management plan is to perpetuate the integrity of the wayfinding system. If the wayfinding system is not updated, it becomes an obstruction to passengers trying to find their way because the inconsistencies will make all information elements suspect. More often than not, a comprehensive wayfinding overhaul is the result of years of neglect. Along the same lines, when changes are made, they should conform to the design standards set forth in the existing system. If the existing system is being replaced, it should be taken out entirely. Different types of signs confuse users who are unsure of why there are two systems, if each style has a specific purpose, or if one type of sign is wrong. 2.2.10.1 Information Database The number of signs at a medium-sized airport can easily reach into the thousands. In order to keep up with this amount of information, an organized and logical database system is required. Some airports maintain and service their sign needs in-house. Other airports contract out-of- house. At very large airports it can even be a combination of both. Regardless of the approach, the airport must assign ownership of maintaining an accurate database. It is the key to successfully perpetuating the integrity of the wayfinding system. 2.2.10.2 Monitoring the Equation Part of maintaining the integrity of the wayfinding system also requires ongoing supervision and monitoring. Utilize periodic surveys to analyze the airport’s strengths and weaknesses through the following methods: • Segment by passenger experience, roadway, parking, curbside or terminal. • Segment by demographics (e.g., age or gender). • Conduct specific surveys about problem locations. • Use employee observations and feedback from volunteers. • Ask business partners for feedback. 2.2.11 Future Considerations The physical component of a wayfinding system does have a lifespan. Exterior applications that are subject to the sun and weather will require more maintenance and ultimately need to be replaced sooner than the interior wayfinding applications. Because the sign component of the wayfinding system is a capital investment, airports need to evaluate their sign systems and plan their budget accordingly. 2.2.12 Temporary Signs Airports that are undergoing a construction project will require temporary signs at some point during the process. The primary goal for temporary signs is to maintain the credibility of the wayfinding system. The points to keep in mind for temporary signs in addition to the existing signs are the following: • Use the same design standards as the permanent signs to maintain a consistent image for the airport. • Understand the temporary signs may need to be larger and more visible to compensate for the disruption. 12 Wayfinding and Signing Guidelines for Airport Terminals and Landside

• Ask how long the temporary signs will be in service to determine what materials are required to maintain a good appearance throughout the construction period. • It is easy to overlook particular passenger needs so plan carefully to make sure the wayfinding chain is not broken during construction. With respect to construction phasing and temporary signage, the same guidelines apply as for permanent signs with respect to letter height, terminology, color and content. The only differ- ence would be in the quality of the materials used to fabricate the sign. Once construction is com- pleted, an evaluation of the signing should be conducted to verify that the new signage promotes improved wayfinding. For temporary signs used in roadway construction areas, Part 6 of the MUTCD includes detailed typical layout drawings for road work areas. Temporary signing should include key des- tinations such as terminal, parking, rental car return, and airport exit, at a minimum. 2.2.13 Passenger Wayfinding Experience—Additional Thoughts Customer expectancy—The customer, in this case a passenger, expects to have to find their way through the airport, so they will be looking for the information that will guide them to the correct terminal, parking lot, etc. Information overload—Information overload is exactly what it sounds like; too much infor- mation on one sign and/or too many signs in a given area. Consequences—The violation of customer expectancies and information overload can be serious. • On a roadway condition, the consequences are motorists weaving across lanes to avoid missing their turn or making other unsafe movements in traffic because they are not sure where to go. • In parking and curbside areas, where pedestrians often share the same space with motorists, the potential consequence of an auto-related fatality is a major concern. • Inside the terminal, the consequence of lost and confused passengers is the risk of a missed flight. The following are ways to avoid these consequences: Violation of customer expectancies—Present the wayfinding information in a uniform and standardized manner along with consistent sign placement. Violation of user expectations will result in losing passenger confidence in the airport’s wayfinding system, which in turn will create a negative perception. Information overload—Establish a clear and concise messaging hierarchy combined with consistent application throughout the wayfinding experience from roadway to gate. 2.3 Developing a Wayfinding Strategy Wayfinding in an airport environment can be extremely complex, so before any planning or design work begins, it is important to develop a strategy for wayfinding. The following three steps are essential in the development of a sound wayfinding strategy: • Step One: Buy-In. Buy-in from the airport executives is a fundamental and critical step. Because most wayfinding programs fall under an airport’s capital expense program, it is important to understand the business value side of the equation and to secure support for Signing and Wayfinding Process 13

both the initial effort and ongoing commitment to perpetuate the integrity of the wayfinding system. • Step Two: Adopt a wayfinding philosophy. Example: The perception of wayfinding is often thought of simply as a sign. The reality is that each sign communicates information critical to the driver or passenger experience. Therefore, when it comes to planning, designing, and main- taining your airport, what level of emphasis do you place on wayfinding? Ask questions like “Is ‘that’ sign secondary to the advertising that generates revenue?” in order to establish a clear pri- ority for the wayfinding at your airport. In short, wayfinding information should take priority over other types of visual information such as advertising and retail so that they do not adversely affect the passenger wayfinding experience. Therefore, a recommended philosophy is to create specific information zones. • Step Three: Logic. Section 2.3.3 looks at the factors that impact wayfinding as well as the key concepts that drive the development of wayfinding logic, including continuity, connectivity, and consistency. Using the connectivity factor as an example: Multi-level buildings can create complex passenger movements: some paths are unique, other paths will overlap. To avoid cre- ating wayfinding gaps, each path must be mapped and decisions points, identified in a consis- tent and efficient manner for each type of passenger movement. The goal for the sum total of these three sections is to provide the knowledge and insight necessary to develop an airport-specific wayfinding strategy. 2.3.1 Buy-In Before a person is willing to buy something, they usually want to know what the value of the goods or services is. With regards to wayfinding, it can be challenging to effectively measure the value in a tangible manner. Research studies have developed metrics to evaluate wayfinding. Customer satisfaction surveys are another tool to help measure wayfinding. Last but not least, wayfinding can also be measured in terms of revenue. No matter how you measure the value of wayfinding at an airport, it is a fact that good wayfinding equals improved performance. 14 Wayfinding and Signing Guidelines for Airport Terminals and Landside Lost Passengers = Lost Revenue Wayfinding can also be measured as a level of service (LOS). The research studies from Churchill, Anthony, et al. “consistently show the importance of wayfinding and give it significant weight with respect to the determination of the overall Level of Service (LOS) of the terminal. Analysis by Correia et al. (2008), for example, produced results showing that wayfinding was the third most important of 10 LOS variables considered—scoring higher than check-in and departure lounge, two facilities traditionally assigned a LOS measure. Similarly, de Barros et al. (2007), when considering transfer passengers, found wayfinding the fourth most important of 21 variables.” Airports should understand that the more time passengers spend driving, waiting, walking, or trying to find their destination, the lower the perceived LOS. If an airport takes its role seriously and considers customer satisfaction as a non-disputable requirement, efficient wayfinding should be provided.

Passenger frustration that results from a difficult wayfinding experience creates high levels of stress. Once stress takes over, it takes time for the passenger to recover. In terms of business impact to an airport, this may mean that the passenger prefers to wait at the gate and not return to the food court or retail areas, which equals lost revenue. Lost passengers also ask employees questions, which in turn impacts employee productivity. 2.3.2 Philosophy Even without all of the supporting research, it is easy to acknowledge that airports can be very complex: both operationally and architecturally. When looking for answers to solve complex wayfinding issues, one challenge is how to physically and visually get your mind around the prob- lem. Whether on an airport roadway system, in a parking garage, curbside, or inside a terminal, the answer is to start globally. Using a terminal area as an example, an airport with multiple levels and buildings, needs to be viewed in a manner that can tie them all together. Researchers have emphasized the importance of conceptualizing ALL features of the built environment as a wayfinding system52, 53. O’Neill recommends the use of actual observations of wayfinding performance to permit a clearer understanding of how architectural design features influence human performance. Ideally, preliminary building design discussions should consider the wayfinding system in order to create effective, intuitive architecture that requires less signs and more architectural ele- ments that improve communication and circulation. Additionally, it is equally important to cre- ate specific information zones. For example: Wayfinding information inside the terminal should take priority over other types of visual information such as advertising and retail so they do not adversely affect the passenger wayfinding experience. 2.3.2.1 Global Perspective—Begins with Airport Design Just as there are many factors that affect the design of an airport, there are also many factors that impact an airport’s wayfinding system. It is important to understand what these factors are and how they relate. From a global perspective, the first goal of creating a well-designed signing and wayfinding sys- tem begins with the design of the airport itself, because the design of the signs and wayfinding are developed as a direct response to the airport environment. The configuration of the roadways and parking, the relationship of the curbside areas to the terminal, and the architecture and lay- out of the terminal and gates all have a major impact on the passenger wayfinding experience. Therefore, wayfinding must be integrated at the beginning of the planning process and continue throughout. Therefore, the designers and engineers involved in the airport planning and design process must first acknowledge, then understand, and finally take into account the impact they have on an airport’s wayfinding system. This fundamental philosophy that wayfinding challenges are cre- ated by complex built environments was a recurring theme in the development of this guideline and is supported by numerous research studies that document this issue. The second goal of a wayfinding strategy is to value it. It is critical to think of your airport’s wayfinding system as a building system such as the HVAC system, the communication sys- tem, the electrical system, etc. All of these systems require maintenance and service in order for your airport to operate efficiently. Your wayfinding system should be treated no differ- ently. This is a very important concept to make part of every airport’s culture. In order for the airport’s wayfinding to be successful, it must be treated as an integral part of the airport’s building systems. Signing and Wayfinding Process 15

2.3.2.2 Roadway Drivers entering an airport roadway system bring with them all of their experience and expec- tations about roadway design and traffic control. This experience is gained by driving on con- ventional roads and highways. The more an airport road can be made to look and function like a regular road, the more it will conform to driver expectations, which will lead to a safer and less frustrating driving experience. Many airports try to make their roadway signs look like their terminal interior signs to pres- ent a unified facility identity. It is important to remember that roadway signs should be consid- ered fundamentally different than interior signs. The users of roadway signs are moving and their attention should primarily be directed toward the safe operation of their vehicle. Drivers will more easily and safely navigate when they can rely on their previous experience with roadway signs. By making airport roadway signs look and feel like other roadway signs, the needs of the driver are better served. The guidelines developed for this section are primarily based on research and standards for general roadway signing. Since federal and state standards apply to airport roads open to public travel, readers must consult the original source documents for the details of implementation. 2.3.2.3 Parking All areas of signage should be an extension of a global philosophy so that the wayfinding expe- rience is consistent as a person moves from one functional area to another. Granted, the activi- ties being performed in a parking garage are different than those at the terminal curbside, which are different than activities within terminal buildings. Signage for and within each of these facil- ities, however, should be coordinated so that users learn to anticipate and look for information based on reliable sign placement, messages, colors, icons, etc. At one time, parking was just a necessary function airports had to provide their patrons, but was little more than an afterthought compared with terminals and runways. Today, parking is one of the largest sources of unencumbered revenue for an airport as well as one of its largest sources of complaints by travelers and employees. Fortunately, signing, as it relates to parking, is now reaping the benefits of both careful planning and technology. Airports (as well as other major transportation hubs) are employing a user-perspective approach where adequate information is delivered at the necessary locations in the appropriate form. With regards to parking, signage needs to address—if not absolutely separate—vehicle traffic and pedestrian traffic. While a driver needs to either find a parking space or find the exit from the parking facility, pedestrians are attempting to locate themselves and the most direct route to the terminal or back to their vehicle. Signage for each group should be readily identifiable, suc- cinct and repeated so that users receive both directions and confirmation of their travel paths. The more direct and safe the route for both drivers and pedestrians within a parking facility, the less stress and frustration users experience. 2.3.2.4 Curbside and Ground Transportation The terminal curbside is often the most hectic, high-energy, and confusing area at an airport. Although signage cannot overcome physical limitations and geometric difficulties, a well-planned sign system at and along the terminal curbside can boost the efficiency and safety of the space. Airports need to examine regulatory and information signage as a whole and consider the phi- losophy that less signage may be more useful at the curbside where so much activity is already taking place. The effective management of the limited real estate at terminal curbsides becomes critical, and signage may be the most important factor outside of the physical layout of the area. This chapter describes signing suggestions for the curbside/ground transportation areas while maintaining an overall design cohesion across the entire airport. The signage discussed is 16 Wayfinding and Signing Guidelines for Airport Terminals and Landside

all exterior directions, identification, and informational signs for public use at the following locations: • Curbside, • Departures Drop-off/Check-in, • Arrivals Pick-up, and • Ground Transportation Curbsides. In addition, airports are continually taking a more customer-centric approach to their sig- nage. Regarding this philosophy, negative signs that convey what you are not permitted to do are being substituted with signage that is more positive. For example, “No Parking” signs can be replaced with “For Security Purposes, Emergency Vehicles Only.” In order to conform to the MUTCD, standard parking regulatory signs should be used as the primary signs. Explanatory signs aimed primarily at customer service should be considered supplemental as sign installation space permits. 2.3.2.5 Terminal There is relevant research that can be applied to develop a systematic process for evaluating an airport terminal that will ultimately yield improvements in the passenger wayfinding experience by understanding why passengers get lost. When this process is combined with consistent appli- cation of the recommended guidelines for design elements (typography, symbology, arrows, leg- ibility, etc.) the net result can provide continuity within an airport as well as across the aviation industry. When passengers travel from one airport to another, the information they need is pre- sented in a consistent and uniform manner based on the new guidelines. When reviewing these research studies, one common denominator was the role that airport planning has in wayfinding (e.g., floor plan layout, number of different levels, etc.). One study by Andre states how the vast structure of the passenger terminal creates a complexity that most archi- tects involved in airport planning are not equipped to simplify; that is, they lack a formal, theo- retical framework for understanding human spatial cognition and for relating its implications to the design of the terminal or its wayfinding system (e.g., signs, maps, directions)2. While this is a strong statement, it does imply the need to address, on some level, the impact the architectural design has on how intuitive a space is versus how complex it can be. Other examples of literature research yielded interesting information with regards to the role architectural configuration has on wayfinding. O’Neill3 notes that each wayfinding study devel- oped a set of variables thought to influence wayfinding. Of these variables, a number of studies suggest the complexity of floor plan configuration is the primary influence on wayfinding per- formance. It was also noted that signing is commonly employed in an attempt to compensate for the complex floor plan layouts in environments such as subways, hospitals, and airports, and these are the environments in which wayfinding is a chronic problem. As expected, the results show that an increase in plan complexity is related to a decrease in wayfinding performance. Despite the use of signs, the plan configuration was found to exert a significant influence on wayfinding performance because participants with access to signing in the most complex settings still made more wrong turns than those in the simplest settings with no signs. Apparently, the presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan. However, this is exactly what wayfinding in a complex airport environment is expected to do! 2.3.3 Logic Section 2.3.2 focused on wayfinding strategy step two, the wayfinding philosophy. This sec- tion will focus on step three, wayfinding logic. The successful development of wayfinding logic Signing and Wayfinding Process 17

in step three is contingent on having established a clear wayfinding philosophy on which to build. For example, without placing a priority on an airport’s wayfinding to establish distinct informa- tion zones, the visual clutter and distractions from advertising and retail will undermine the benefits of applying the wayfinding logic. 2.3.3.1 Factors That Impact Wayfinding Logic—Wayfinding in Threes In separate and unrelated research studies, there was a common wayfinding denominator of three used to describe and/or forecast wayfinding problems. Each study represents a different viewpoint on wayfinding, and taking time to understand these different viewpoints can provide an airport with a broader knowledge base. Sylvia Harris, Information Design Strategist based in New York City, believes the most navigable spaces have at least three tools: • Maps for people with good targeting skills, • Landmarks for those with strong memorization skills, and • Live personal support for those who prefer verbal instructions. The goal is to create a supportive space that presents the user with a wide range of wayfinding tools. Creating a supportive environment begins by embracing redundancy. Researcher Andre agrees that a total wayfinding system is comprised of many elements, but a person’s wayfinding ability is most impacted by the physical environment. In order to forecast wayfinding problems, the physical variables need to be identified. These include: • The degree of differentiation, • The degree of visual access, and • The complexity of the spatial layout. The perceived level of customer service and satisfaction is influenced by the extent to which passengers can easily find their way through the terminal building. According to researcher Few- ings4, this leads to the human factor aspect; do all air travelers wayfind in the same way? And what techniques are actually used by people to find their way? Where the route selection involves searching for—or being given information on—new routes, it is termed a dynamic choice problem. This is the type of problem faced by first-time travelers on entering an airport terminal. There is a difference between how individuals wayfind depending on their reasons for needing to reach a destination. From a passenger perception point of view, the journey is just as important as the destination. The three techniques that have been identified are recreational, resolute and emergency wayfinding. They are described as the following: • Recreational wayfinding offers an individual the opportunity to solve problems (where to go next, for example) that can be a source of satisfaction and enjoyment. An example is walking or driving for pleasure, where the traveler is not in a hurry to reach a destination, and there- fore, the experience of wayfinding takes priority over the functional aspect of getting from point A to point B. • Resolute wayfinding is used where the main purpose is to find one’s way in the most efficient manner. The complexity of the environment may have positive or negative aspects depend- ing on the type of wayfinding being undertaken. • Under emergency wayfinding conditions, the only important factor is reaching the destination as quickly and easily as possible. Due to pressures of time, and possible human factor elements such as stress and panic (fire evacuation of a building), wayfinding must be as simple as possible. A typical passenger wayfinding experience inside an airport is rarely recreational, most often resolute, and on occasion when faced with the prospect of missing a flight, may be considered an 18 Wayfinding and Signing Guidelines for Airport Terminals and Landside

emergency on the part of the passenger. Nevertheless, of Andre’s three dynamic choices, resolute wayfinding is the primary driver behind the programming and design of an airport wayfinding system. Many of these studies also address wayfinding in a linear/sequential manner (i.e., check-in, security, passport control, and departure gate). Fewings’ study cites the principle clues used to wayfind can be identified as landmarks, paths, nodes, and edges. The paths and nodes form net- works that can be used as a basis to formulate the wayfinding logic. According to Braaksma and Cook5, there are three ways of making corrections to ensure better visibility inside an existing terminal: • Change the existing sign and wayfinding system (cheaper solution), or • Physically modify the terminal layout so elements become more visible (expensive solution), or • Use a combined approach of making changes to the sign system along with physical modi- fications. What this and other studies do not address are the non-linear wayfinding scenarios that a pas- senger can encounter. The identification of non-linear wayfinding scenarios in a multi-level, multiple-building airport requires a more investigative approach as compared to a sequential wayfinding problem that can be solved with a more evaluative method. What is an example of a hypothetical non-linear wayfinding scenario? A passenger parks on level four in Garage A, checks in on level two at Terminal A, departs from Concourse B, and returns on level one at Terminal E. How do they find their car? Connecting passengers can also find a similar challenge when faced with walk-versus-ride choices to get from one terminal to another that can result in a non-linear wayfinding scenario. This directory (Figure 2.6) at Boston Logan Airport (BOS) is a good example of communicat- ing the challenges associated with making successful choices to make a flight connection at this airport. Signing and Wayfinding Process 19 Figure 2.6. A directory at BOS helps passengers navigate non-linear wayfinding challenges by understanding walk vs. ride options.

2.3.3.2 Identify the Wayfinding Logic Each airport environment is different and the wayfinding logic used at one airport may not necessarily work at another airport. Step one was gaining buy-in. Step two was adopting a wayfinding philosophy. Step three towards developing an airport wayfinding strategy is identi- fying the wayfinding logic. Taking time to develop the wayfinding logic behind a given airport will provide the key that helps unlock the “why” behind the wayfinding solutions. Another way to think of the logic is analyzing the user circulation patterns, both vehicular and pedestrian. In David Gibson’s book, The Wayfinding Handbook: Information Design for Public Places, he identifies the following four main types of wayfinding logic based on connectors, districts, land- marks and streets that can all be used to help the passenger understand and navigate an airport environment easier: • Connector model—In concept, this wayfinding strategy follows a loop that leads passengers to different destinations (Figure 2.7). The connector is a simple bold pathway that connects all the destinations. Examples include an airport roadway system that connects multiple ter- minal buildings, like at John F. Kennedy International (JFK), or an airport Advanced Parking Management (APM) system that connects passengers to multiple terminals, like at Dallas/ Ft. Worth International (DFW). • Districts model—In concept, this wayfinding strategy is applicable when an airport is divided into separate districts that create meaningful zones (Figure 2.8). It is applicable to airports with multiple terminals and or multiple parking options. • Landmarks model—In concept, this wayfinding strategy can use architectural features or art- work as landmarks to direct passengers to major destination points. Landmarks help passengers navigate the way to go because they respond to focal points (Figure 2.9). • Streets model—In this concept, easily recognizable corridors or pathways illustrate the wayfinding metaphor of streets (Figure 2.10). 20 Wayfinding and Signing Guidelines for Airport Terminals and Landside Figure 2.7. An example of the connector model at JFK.

What is the benefit of identifying the wayfinding logic within an airport? The mental process involved will help an airport better understand how to identify the key touch points along the circulation routes as passengers transition through the different stages of airport wayfinding: roadway, parking, curbside, and terminal. 2.3.3.3 Continuity Another key concept that applies to virtually any airport wayfinding logic is continuity. There are two ways to apply the continuity concept. The first method applies mostly to linear wayfind- ing scenarios. Start by thinking of each decision point as a link in a wayfinding chain. In order Signing and Wayfinding Process 21 Figure 2.8. An example of the districts model at Atlanta where the concourses are divided into separate zones. Source: Jon Yee. Figure 2.9. Munich Airport: the BMW Sheer Driving Pleasure sculpture weaving across the terminal serves as a constant landmark from both the ticketing and mezzanine levels.

for a chain to serve its intended purpose, each link must be connected. The wayfinding chain is no different. Whether driving or walking, if a person reaches a decision point and the message they are following is missing, the wayfinding chain is broken and they become lost as a result. For motorists this can quickly become a safety issue when they begin making wrong turns or weaving across lanes. One of the wayfinding evaluation methods is to test the wayfinding chain for airport destinations by physically driving and walking through the entire wayfinding journey for each destination. The second method is related to non-linear wayfinding scenarios that are more analogous to a spider web, where every strand of the web is connected. It is practically impossible to touch any strand in the web without the rest of the web moving. If the overall airport wayfinding sys- tem is a wayfinding web, many airports fall into the trap of making changes to one part of the web without realizing how those changes tie into the rest of the wayfinding system. This lack of understanding can result in gaps in continuity as changes are inevitably made to the airport wayfinding system. Therefore, when maintaining an airport wayfinding system it is vital to the integrity of the wayfinding to thoroughly evaluate the ripple effect of any changes to the airport’s wayfinding web in order to avoid creating any gaps. The ripple effect can be far-reaching and can become quite challenging when applied to non- linear wayfinding scenarios. However, some of the challenges can be simplified by matching up points of origin with destination points. In other words, start by asking where people are com- ing from and where are they going, which leads into connectivity. The previous section looked at factors that impact the wayfinding logic. Now it is important to look at the factors that affect planning the route. Linear wayfinding scenarios tend to focus on one route that is dictated by the roadway or architecture with multiple decision points along the route. On the other hand, non-linear wayfinding scenarios may have several different routes to choose from. How do you determine which is the best route? By evaluating each possible route with the following three factors: • Safety • Length • Simplicity Safety. Priority number one is always safety, so are there situations where the safest route is not the best overall route? Absolutely. There may be other routes that are equally as safe but can offer a simpler or shorter path without sacrificing safety. 22 Wayfinding and Signing Guidelines for Airport Terminals and Landside Figure 2.10. Concourse A at Detroit Metropolitan Airport’s (DTW) McNamara Terminal serves as an example of a streets model, with road-like pathways.

Length. It is easy to believe the shortest distance between two points is always the best route, but not necessarily when it comes to wayfinding. The shortest route may place pedestrians in conflict with vehicular traffic and therefore create a major safety hazard. Just because a route is the shortest does not mean it’s the safest, especially in environments shared by vehicles and pedestrians, such as parking garages (Figure 2.11). Both pedestrians and vehicles share the same parking and curbside areas. The preferred path of travel must factor in safety. Simplicity. In complex wayfinding environments like an airport, it is important to keep the wayfinding as simple as possible. However, simple is not always best. For instance, if time is the most critical factor for a passenger making a connecting flight and they are faced with a choice to walk vs. ride, the simplest route may not be the quickest and a passenger risks missing their flight. By incorporating these three factors as part of the process for developing the wayfinding logic, the best overall route for any given airport can be identified. 2.3.3.4 Connectivity The simplest way to explain connectivity is origin and destination—where people are coming from and where they are going. Different types of passengers can have different means of access to the same destination. For instance, the seemingly simple task of guiding a passenger to the airport terminal can vary greatly. Figure 2.12 illustrates how each of these different origination points need to all connect the wayfinding system. Signing and Wayfinding Process 23 Figure 2.11. A dedicated pedestrian pathway in a parking garage at DFW airport.

Multi-level buildings can create complex passenger movements: some paths are unique, other paths will overlap. Each path must be mapped and decisions points iden- tified in a consistent and efficient manner for each type of passenger movement. Passen- ger types to consider include: • Departing passengers • Arriving passengers—terminating • Arriving passengers—connecting Whether tracking linear or non-linear wayfinding routes, using exploded axonomet- ric views (Figure 2.13) can help map the flow of different types of passengers. 24 Wayfinding and Signing Guidelines for Airport Terminals and Landside Figure 2.12. Each origination point within the airport must connect the wayfinding system. Figure 2.13. Exploded axonometric flow diagram for arriving passengers. The dashed red and blue lines represent non-linear passenger circulation paths in a complex multi- level terminal.

2.3.3.5 Follow Through with Consistency The above wayfinding chain and spider web analogies are two ways to illustrate the continu- ity concept, but the underlying principle is consistency. If there is one word to describe the backbone of an airport wayfinding system it is consistency. From the moment a driver enters the airport until they board their plane, information must be presented in a consistent manner (Figure 2.14). Signing and Wayfinding Process 25 Figure 2.14. These photos from DFW show how the alpha terminal identifier destinations are consistently presented in easy to understand symbol icons.

When evaluating either existing or proposed wayfinding solutions, step one is to determine if it is consistent with the airport’s wayfinding strategy and consistent with proven wayfinding design principles. For vehicular wayfinding, the consistent application of the positive guidance approach is used to increase the likelihood of drivers responding to situations and information quickly and cor- rectly. See Figure 2.15 for examples of inconsistent application of terminal identifiers. Consistency becomes visible to passengers through the following design elements: • Terminology and message hierarchy, • Visibility and legibility, • Typography and symbology, and • Format and color. Consistent presentation of information extends to other forms of communication like maps, directories, and websites. Communication itself must be consistent in both verbal and written form so the public does not become confused by the use of different terms for the same thing. The backbone of consistency ties directly back to the primary objective which is to achieve uniform application of the guidelines within each airport and from one airport to another. 2.3.3.6 Celebratory Last but not least, look for creative ways to celebrate the remarkable experience of air travel. Decorative graphics on feature walls, thematic design treatment of the sign system, artwork, and landmarks can all be used as means to celebrate with emotion (Figures 2.16 through 2.19). 26 Wayfinding and Signing Guidelines for Airport Terminals and Landside Figure 2.15. Examples of inconsistent application of terminal identifiers within the same airport. In the second sign the bottom photo also illustrates incon- sistent terminology use between terminals or gates.

Signing and Wayfinding Process 27 Figure 2.16. Entrance to the Men’s and Women’s restrooms at the Jacksonville Airport (JAX). Figure 2.17. The security screening experience can be somewhat “discombobulating,” so it only makes sense to provide passengers with a “Recombobulation Area.” Figure 2.18. Sensory perception is another way to evoke emotion in a memorable way. The sight and sound of the animated water feature is a great example at DTW’s McNamara Terminal (photo courtesy of Vito Palmisano).

28 Wayfinding and Signing Guidelines for Airport Terminals and Landside Humor is a great emotion that can also be a means to celebrate as well as reduce anxiety asso- ciated with air travel, whether it is simply the time factor associated with the fear of missing a flight, or the actual fear of flying itself. When used in a roadway environment, celebratory signs should not distract the driver, nor obstruct views of traffic control devices. Advertising is not allowed within public highway rights of way in accordance with Federal regulations. Outdoor advertising adjacent to the highway right of way is controlled by the Highway Beautification Act and is subject to State outdoor advertis- ing control programs and regulations, which each State is required to have. Figure 2.19. Artwork in the form of paper airplane sculptures leads arriving passengers in Denver from the airport train by pointing the way up the escalator to the terminal without depending on signs.

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TRB’s Airport Cooperative Research Program (ACRP) Report 52: Wayfinding and Signing Guidelines for Airport Terminals and Landside is designed to provide airports with the tools necessary to help passengers find their way in and around the airport.

The guidelines focus on four areas of the airport: (1) roadways—both on-airport, and off-airport access roads; (2) parking; (3) curbside and ground transportation; and (4) terminal.

In addition, the guidelines discuss developing a wayfinding strategy; the use of technology and visual displays; and color, fonts, and sizes.

View the Impact on Practice for this report.

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