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From page 36... ... 36 3.1 Introduction Chapter 1 is an introduction on what wayfinding is: communicating information that helps customers find their way and why it is important. Chapter 2 helps define the target audience and the needs of aging travelers and persons with disabilities based on the factors and challenges that affect their customer experience. Read the entire page →
From page 37... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 37 second to "ease of wayfinding." These examples reinforce how important verbal communication remains, even in today's technology-driven world. The other point worth noting from the ACRP Research Report 161 survey is that flight information screens were ranked third in importance to the customer experience (Landrum & Brown, Inc. Read the entire page →
From page 38... ... 38 enhancing airport Wayfinding for aging travelers and persons with Disabilities 3.2.1.1 Conspicuity Color conspicuity is how well color stands out from its surroundings. Lighter colors tend to advance toward you, while darker colors tend to recede into the background. Read the entire page →
From page 39... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 39 Research shows that certain color background and letter combinations (see Figure 3-5) provide higher contrast than others. Read the entire page →
From page 40... ... 40 enhancing airport Wayfinding for aging travelers and persons with Disabilities is that if a person with normal vision can't read a newspaper next to the sign, then a person with low vision cannot read the sign. The second option is external illumination. Read the entire page →
From page 41... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 41 Source: ACRP Project 07-13 Research Team Figure 3-8. Externally illuminated signs at Philadelphia International Airport. Read the entire page →
From page 42... ... 42 enhancing airport Wayfinding for aging travelers and persons with Disabilities reading the signs, and those with low vision will find it even more difficult to find and read the signs. Surface glare also applies to digital signage like FIDSs and can impact the legibility and visibility for short people and persons in wheelchairs; this needs to be considered during the planning process. Read the entire page →
From page 43... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 43 Fonts that are proven to have high legibility factors are also an important consideration. Generally speaking, for large, primary, directional signs sans-serif fonts should be used for maximum legibility and fonts with serifs should be avoided. Read the entire page →
From page 44... ... 44 enhancing airport Wayfinding for aging travelers and persons with Disabilities • Open counter forms • Pronounced ascenders and descenders • Wider horizontal proportions • More distinct forms for each character (such as tails on the lowercase letters "t" and "j") • Extended horizontal strokes for certain letterforms (such as the arm of the lowercase letter "r" or the crossbar of the lowercase letter "t") Read the entire page →
From page 45... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 45 • Sometimes symbols are wrong. • Symbols are quicker to understand if you're familiar with them. Read the entire page →
From page 46... ... 46 enhancing airport Wayfinding for aging travelers and persons with Disabilities Inside of a restroom, it is not a requirement to identify the stalls that are accessible. However, given the various stall sizes, designs, and so forth, it is not always easy to discern which stalls are ambulatory and wheelchair accessible. Read the entire page →
From page 47... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 47 Source: The Port Authority of NY & NJ Signing and Wayfinding Airport Standards Manual. Figure 3-19. Read the entire page →
From page 48... ... 48 enhancing airport Wayfinding for aging travelers and persons with Disabilities non-intuitive scenario that may be contrary to expectations, e.g., having to navigate under or over a road to find services. 3.2.1.9 Maps Well-designed maps, whether static, dynamic, or interactive, are an effective means of communicating wayfinding orientation and navigational content. Read the entire page →
From page 49... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 49 comprehension for people with cognitive issues and impact legibility for persons who struggle with visual acuity. When it comes to choosing words for the airport's wayfinding system, keep them as simple as possible and use plain language, not airline/airport jargon. Read the entire page →
From page 50... ... 50 enhancing airport Wayfinding for aging travelers and persons with Disabilities or even scan it with a mobile device (see Section 3.3.2, Figure 3-29) Read the entire page →
From page 51... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 51 (O'Neill 1991) Read the entire page →
From page 52... ... 52 enhancing airport Wayfinding for aging travelers and persons with Disabilities 3.2.2.5 Landmarks Navigation by landmarks is as old as humankind itself, predating the written word. In this report, a landmark is defined as a point of reference that helps one orient themselves in a familiar or unfamiliar environment. Read the entire page →
From page 53... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 53 The rumble of an escalator bank, for example, in a certain setting might be a landmark as might the carpeting along concourse edges, as shown in Figure 3-27. What constitutes an easily accessible tactile landmark for cane travelers, however, may be "invisible" to guide dog travelers; this includes tactile guide strips. Read the entire page →
From page 54... ... 54 enhancing airport Wayfinding for aging travelers and persons with Disabilities For a person who is blind, just knowing their surroundings enriches the travel experience. For persons with cognitive disabilities, using a mobile application with a photo of where they are, e.g., the boarding gate, will confirm that they are in the right place. Read the entire page →
From page 55... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 55 Some U.S. airports (e.g., Cincinnati/Northern Kentucky International Airport, Minneapolis– St. Read the entire page →
From page 56... ... 56 enhancing airport Wayfinding for aging travelers and persons with Disabilities other travelers who may be preoccupied with their mobile device or handling luggage. Consistency here is important for safety reasons. Read the entire page →
From page 57... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 57 The same content can also be leveraged as scripted information used by CSAs stationed in the airport to communicate verbal directions more effectively. Furthermore, these same text maps can be translated into multiple languages for airport customers who do not speak English or speak only limited English. Read the entire page →
From page 58... ... 58 enhancing airport Wayfinding for aging travelers and persons with Disabilities to use it for orientation, navigation, and exploration of the mapped space. This will help to identify any gaps, inconsistencies, or inaccuracies in the text map and improve its overall effectiveness for the targeted user groups. Read the entire page →
From page 59... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 59 Figure 3-32. Austin-Bergstrom International Airport terminal map -- food and beverage. Read the entire page →
From page 60... ... 60 enhancing airport Wayfinding for aging travelers and persons with Disabilities are adjacent to east and west pedestrian entries on Levels 1 and 2 of the garage, i.e., closest to terminal entrances and the elevator. Other on-site parking facilities include Lot A for short-term parking and Lots B to G for long-term parking located north of the garage. Read the entire page →
From page 61... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 61 Gates 2 and 3 are along the east wall, and Gates 4 and 5 are on the south side. Gates 6 to 15 on the curved portion of the concourse are all located on the south side. Read the entire page →
From page 62... ... 62 enhancing airport Wayfinding for aging travelers and persons with Disabilities 3.3.4 Illumination Illumination is not an obvious consideration associated with verbal communication. However, it is very important to maintain optimum lighting levels throughout the airport at all times of the day to support lip reading and reading signs, etc. Read the entire page →
From page 63... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 63 what can be one of the more complex airport environments for passengers to navigate, with travel times as long as 90 minutes to connect from Terminal 3 to Terminal 5 (see Figure 3-35) Read the entire page →
From page 64... ... 64 enhancing airport Wayfinding for aging travelers and persons with Disabilities Airport websites will also typically offer a map, directory, or wayfinding tool. Such tools should be consistent with what a passenger will experience at the airport, thus reducing or eliminating the need to relearn directions, landmarks, colors, or terminology at the airport. Read the entire page →
From page 65... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 65 Source: Southwest Airlines Figure 3-36. Screenshot from Southwest Airlines website of page to assist passengers with disabilities when making a flight reservation online. Read the entire page →
From page 66... ... 66 enhancing airport Wayfinding for aging travelers and persons with Disabilities provider (see Figure 3-41) Read the entire page →
From page 67... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 67 Source: Munich Airport Figure 3-39. Munich Airport website digital map with virtual reality at bottom right. Read the entire page →
From page 68... ... 68 enhancing airport Wayfinding for aging travelers and persons with Disabilities Directories and maps present a plethora of names, labels, categories, and/or geographical information in an organized way that can be interpreted in an intuitive manner. Their purpose is to provide the user with relevant information that will assist them in the wayfinding decisionmaking process. Read the entire page →
From page 69... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 69 interaction with the technology. The directories were designed employing the ease-of-use universal design criteria. Read the entire page →
From page 70... ... 70 enhancing airport Wayfinding for aging travelers and persons with Disabilities • Include all accessible features such as accessible drop-off and pick-up points and accessible parking as well as SARAs for those using service animals. • Place information at eye level to help persons in wheelchairs or electric scooters or include an option on digital directories to lower information to the bottom of the screen. Read the entire page →
From page 71... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 71 four terminals in a circular ring and uses two-sided directories, as many as 16 unique maps must be developed to maintain the correct forward-facing orientation at every location. 3.4.1.4 Dynamic Directional Displays Dynamic directional displays present information to assist the user in navigating their way to a specific destination. Read the entire page →
From page 72... ... 72 enhancing airport Wayfinding for aging travelers and persons with Disabilities displays extend beyond directories to other key touch points. For example, in the baggage claim area, dynamic information can be used to educate customers about what is next in their wayfinding journey, such as access to next bus information displayed in real time (see Figure 3-45) Read the entire page →
From page 73... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 73 3.4.2 Dynamic Interactive Wayfinding Dynamic, interactive wayfinding allows users to select, drill down, and zoom to select their destination and get paths and directions. The interaction typically uses a touch-enabled display, although older systems may still have physical buttons, and even a mouse or trackball. Read the entire page →
From page 74... ... 74 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: Omnivex Figure 3-48. Interactive directory at San Francisco International Airport. Read the entire page →
From page 75... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 75 Remember, too, that passersby may also view the screen. The exception to this would be for screens meant for interaction, where the user is standing directly in front of the sign. Read the entire page →
From page 76... ... 76 enhancing airport Wayfinding for aging travelers and persons with Disabilities • Wayfinding maps • On-site amenities • Restaurant reservations • Hotel reservations • Rental car reservations • Daily event schedules • Local areas of interest (restaurants, events, and attractions) Virtual concierges are becoming more common in airport facilities and can be a positive addition to the wayfinding experience. Read the entire page →
From page 77... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 77 due to the presence of competing background noise, poor environmental acoustics, poor system performance, or other factors. The ADA Standards require local and state government entities, such as airports operated by the local government, to provide auxiliary aids to ensure effective communication with individuals who are deaf or hard of hearing. Read the entire page →
From page 78... ... 78 enhancing airport Wayfinding for aging travelers and persons with Disabilities be connected to a microphone or any sound system that is to be heard in the area defined by the loop wire. The audio signal traveling through the wire creates an electromagnetic field around the wire. Read the entire page →
From page 79... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 79 notification and access to information. Modern MNSs meet accessibility requirements by sending out a given message in multiple formats at the same time: SMS text, email, social media, web, recorded voice messages, or text to speech, etc. Read the entire page →
From page 80... ... 80 enhancing airport Wayfinding for aging travelers and persons with Disabilities 3.4.3.5 Automated Boarding Automated boarding announcements are generated by integrated voice/visual paging and a FIDS (see Figure 3-56) Read the entire page →
From page 81... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 81 Applications can be downloaded to the user's smartphone or tablet PC to provide a particular service or allow the user to interact with their device in a specific way. "Wayfinding" applications are part of a growing trend among airlines and airports to use smartphones along with other technologies to make the airport experience smoother and less stressful. Read the entire page →
From page 82... ... 82 enhancing airport Wayfinding for aging travelers and persons with Disabilities In the case where a single access point is available, the location can only be determined in a radius based on signal strength. When only two access points are available, the location can be determined in the intersection of two radii. Read the entire page →
From page 83... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 83 One limitation of beacon-based systems is that when there are walls, vegetation, furniture, or other items in the vicinity, the radio signal will be affected by reflection, absorptions, and other factors. As a result, inaccuracy can be twice the radius of the circle around the beacon, which can be up to 50 to 100 meters. Read the entire page →
From page 84... ... 84 enhancing airport Wayfinding for aging travelers and persons with Disabilities provide an additional cue (see Figure 3-60) Read the entire page →
From page 85... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 85 requirements include elevator controls and signs, exit doors (including exit passageways, discharge, and stairways) and emergency two-way communication systems. Read the entire page →
From page 86... ... 86 enhancing airport Wayfinding for aging travelers and persons with Disabilities appropriate remedial action. Additional information on this requirement is available from the FAA Office of Civil Rights -- Airport Disability Compliance Program. Read the entire page →
From page 87... ... Wayfinding Strategies via Visual, Verbal, and Virtual Communication 87 This report provides tools designed to help an airport conduct a Wayfinding and Services Gap Analysis, including a Wayfinding Accessibility Audit Checklist and virtual airport models with illustrated narratives of each journey segment (see Appendices A and C) Read the entire page →
From page 88... ... 88 enhancing airport Wayfinding for aging travelers and persons with Disabilities – Mobile applications. – Virtual concierge. Read the entire page →

From page 36...

... 36 3.1 Introduction Chapter 1 is an introduction on what wayfinding is: communicating information that helps customers find their way and why it is important. Chapter 2 helps define the target audience and the needs of aging travelers and persons with disabilities based on the factors and challenges that affect their customer experience.