Analysing Wayfinding and Signage

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Analysing Wayfinding and Signage

• Methods and Examples

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Problem Passenger Contentment

• 3 mental states
• orientated- good detection/apprehension of the
  situation- feeling contented
• indifferent- passenger is moving slowly or
  stands stillin a search mode- sufficient
  information available.
• aimless- passenger is moving without knowing
  directions - no sufficient information available

positiv
negativ
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Optimization of Signage
technical and psychological methods
analysing the information process of the passenger
layout and design
customers satisfaction by means of better
wayfinding
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Our Mixture of Methods Identify

• obstacles and drawbacks in the guidance of
  passengers
• appropriate means to guide passengers
• moving patterns of different passenger groups
• search strategies of passengers
• information selection in stressful situations by
  the passengers

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Methods

• eye tracking
• thinking aloud
• questionnaire

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Eye Tracking

• with the only fully mobile eye tracking device
• determination of points of interest signage,
  advertisement, locations for retailers,
• determination of eye movement strategydistraction
  , search pattern,
• fixationlength and amount of fixations

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Mobile Eye Tracking Device
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Thinking Aloud

• Test person has to articulate his/her thoughts
• mental state- distraction, confusion, loss of
  orientation, uncertainty,
• assessment - easy to read, coverage of signs, .
• stimulus satiation - distraction through
  advertisements, loudspeaker announcements,
• search strategies- I did this because of,
• audio recordings and video recordings are
  synchronized

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Questionnaire

• experience and actual condition of the passenger
• inquiry of critical points during the task
• supports the information of the eye tracking and
  verbal statements

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Car Park P20 / Level05

• Confusion of the user about the right exit level
  towards T2
• on all levels in front of the elevators EXIT T
  12 E03
• inside of the elevators departure E05
  arrival E03
• leaving the elevator on level 5 (departure
  level) 3 different pieces of information are
  presented
• designation of the levels in the car park are not
  equal to the terminal level, in combination with
  LH information and signs on the picture
• leaving the car park there is a sign P20

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Task Find Check-In of Thomas Cook Airline
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Task From Car Rental to Terminal 2
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Car Rental Station

• no direction indicators towards T1 or T2
• temporary, self-made signs
• only a 50 chance to use the direct exit towards
  T1 or T2

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Thomas Cook CKI from Level 04 to Level 03

• Which elevator is the right one? The left one
  only goes up, the right one down
• Departing passenger has to find the CKI on
  arrival level (03) he entered the terminal at
  the departure level (04) in the elevator the sign
  for the only destination of the left elevator
  says Arrivals but there is the CKI for Thomas
  Cook Airline!

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Example Curbside of Berlin / Tegel (TXL)
Airport
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Contact

• Karl-Heinz Keller
• Human Factors Consult GmbH
• Köpenicker Str. 325
• D-12555 Berlin
• Tel [phone]
• Fax [phone]
• keller_at_human-factors-consult.de
• www.human-factors-consult.de