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ACRP is an Industry-Driven Program ✈ Managed by TRB and sponsored by the Federal Aviation Administration (FAA). ✈ Seeks out the latest issues facing the airport industry. ✈ Conducts research to find solutions. ✈ Publishes and disseminates research results through free publications and webinars.

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Page 1: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ACRP is an Industry-Driven Program

Managed by TRB and sponsored by the Federal Aviation Administration (FAA)

Seeks out the latest issues facing the airport industry

Conducts research to find solutions

Publishes and disseminates research results through free publications and webinars

Opportunities to Get Involved

ACRPrsquos Champion program is designed to help early- to mid-career young professionals grow and excel within the airport industry

Airport industry executives sponsor promising young professionals within their organizations to become ACRP Champions

Visit ACRPrsquos website to learn more

Join us for the 2018 ACRP Symposium on Research in Progress hellipat the TRB Annual Meeting

Questions Email us at PIsymposiumergcom

Date Sunday January 7 2018 Time 800 am to 400 pm

Location See the TRB Annual Meeting Program

httpwwwtrborgAnnualMeetingInteractiveProgramaspx

With a special interactive session on Alternatives to Surveys

Will be available via webinar

Webinar registration httpsregistergotowebinarcomregister555971740472566787

Airport Roles in Reducing Transmission of Communicable Diseases March 6 ndash 7 2018 bull Washington DC

Register for FREE bitlyACRPMarchEvent

Featured speakers bull CAPT Martin Cetron MD ndash Director CDCrsquos Division of

Global Migration and Quarantine (DGMQ) bull Dr Ansa Jordaan ndash Chief Aviation Medicine Section

International Civil Aviation Organization bull Dr Petra Illig ndash Aviation Medical Services Alaska bull Dr Kamran Khan ndash St Michaelrsquos Hospital Toronto Moderated discussion by outbreak responders from Dallas-Fort Worth New York City Phoenix and Portland

Ebola virus virion by CDC microbiologist Cynthia Goldsmith

Upcoming ACRP Webinars

January 18 2018 Uses of Social Media During an

Airport Emergency

January 31 2018 Transportation Network Companies

Challenges and Opportunities for Airport Operators

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
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                • Slide Number 21
                • Slide Number 22
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                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
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                • Slide Number 33
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                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
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                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
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                • Slide Number 50
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                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 2: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Opportunities to Get Involved

ACRPrsquos Champion program is designed to help early- to mid-career young professionals grow and excel within the airport industry

Airport industry executives sponsor promising young professionals within their organizations to become ACRP Champions

Visit ACRPrsquos website to learn more

Join us for the 2018 ACRP Symposium on Research in Progress hellipat the TRB Annual Meeting

Questions Email us at PIsymposiumergcom

Date Sunday January 7 2018 Time 800 am to 400 pm

Location See the TRB Annual Meeting Program

httpwwwtrborgAnnualMeetingInteractiveProgramaspx

With a special interactive session on Alternatives to Surveys

Will be available via webinar

Webinar registration httpsregistergotowebinarcomregister555971740472566787

Airport Roles in Reducing Transmission of Communicable Diseases March 6 ndash 7 2018 bull Washington DC

Register for FREE bitlyACRPMarchEvent

Featured speakers bull CAPT Martin Cetron MD ndash Director CDCrsquos Division of

Global Migration and Quarantine (DGMQ) bull Dr Ansa Jordaan ndash Chief Aviation Medicine Section

International Civil Aviation Organization bull Dr Petra Illig ndash Aviation Medical Services Alaska bull Dr Kamran Khan ndash St Michaelrsquos Hospital Toronto Moderated discussion by outbreak responders from Dallas-Fort Worth New York City Phoenix and Portland

Ebola virus virion by CDC microbiologist Cynthia Goldsmith

Upcoming ACRP Webinars

January 18 2018 Uses of Social Media During an

Airport Emergency

January 31 2018 Transportation Network Companies

Challenges and Opportunities for Airport Operators

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 3: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Join us for the 2018 ACRP Symposium on Research in Progress hellipat the TRB Annual Meeting

Questions Email us at PIsymposiumergcom

Date Sunday January 7 2018 Time 800 am to 400 pm

Location See the TRB Annual Meeting Program

httpwwwtrborgAnnualMeetingInteractiveProgramaspx

With a special interactive session on Alternatives to Surveys

Will be available via webinar

Webinar registration httpsregistergotowebinarcomregister555971740472566787

Airport Roles in Reducing Transmission of Communicable Diseases March 6 ndash 7 2018 bull Washington DC

Register for FREE bitlyACRPMarchEvent

Featured speakers bull CAPT Martin Cetron MD ndash Director CDCrsquos Division of

Global Migration and Quarantine (DGMQ) bull Dr Ansa Jordaan ndash Chief Aviation Medicine Section

International Civil Aviation Organization bull Dr Petra Illig ndash Aviation Medical Services Alaska bull Dr Kamran Khan ndash St Michaelrsquos Hospital Toronto Moderated discussion by outbreak responders from Dallas-Fort Worth New York City Phoenix and Portland

Ebola virus virion by CDC microbiologist Cynthia Goldsmith

Upcoming ACRP Webinars

January 18 2018 Uses of Social Media During an

Airport Emergency

January 31 2018 Transportation Network Companies

Challenges and Opportunities for Airport Operators

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
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                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
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                • Slide Number 31
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                • Slide Number 37
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                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 4: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Airport Roles in Reducing Transmission of Communicable Diseases March 6 ndash 7 2018 bull Washington DC

Register for FREE bitlyACRPMarchEvent

Featured speakers bull CAPT Martin Cetron MD ndash Director CDCrsquos Division of

Global Migration and Quarantine (DGMQ) bull Dr Ansa Jordaan ndash Chief Aviation Medicine Section

International Civil Aviation Organization bull Dr Petra Illig ndash Aviation Medical Services Alaska bull Dr Kamran Khan ndash St Michaelrsquos Hospital Toronto Moderated discussion by outbreak responders from Dallas-Fort Worth New York City Phoenix and Portland

Ebola virus virion by CDC microbiologist Cynthia Goldsmith

Upcoming ACRP Webinars

January 18 2018 Uses of Social Media During an

Airport Emergency

January 31 2018 Transportation Network Companies

Challenges and Opportunities for Airport Operators

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 5: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Upcoming ACRP Webinars

January 18 2018 Uses of Social Media During an

Airport Emergency

January 31 2018 Transportation Network Companies

Challenges and Opportunities for Airport Operators

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 6: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Additional ACRP Publications Available on this Topic

Report 25 Airport Passenger Terminal Planning and Design

Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside

Report 55 Passenger Level of Service and Spatial Planning for Airport Terminals

Report 130 Guidebook for Airport Terminal Restroom Planning and Design

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 7: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Todayrsquos Speakers

Jim Harding ndash Gresham Smith and Partners and Laurel Van Horn ndash Open Doors Organization

Presenting Report 177 Enhancing Airport Wayfinding for the

Elderly and Persons with Disabilities __________________________________________

Richard Carman and Deborah Jue ndash Wilson Ihrig Joel Lewitz ndash Audiovisual Consultant

Presenting Report 175 Improving Intelligibility of Airport

Terminal Public-Address Systems

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 8: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Wednesday December 13 2017

200pm to 330pm ET

Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience

TRANSPORTATION RESEARCH BOARD

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
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                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
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                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 9: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Purpose

Discuss research from the Airport Cooperative Research Program (ACRP)rsquos Research Report 175 Improving Intelligibility of Airport Terminal Public Address Systems and Research Report 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities Learning Objectives

At the end of this webinar you will be able to bull Identify how practices and recommendations for assisting aging travelers and

persons with disabilities are based on the principles of universal design bull Describe the wayfinding accessibility audit checklist bull Understand the guidelines for developers of mobile apps for aging travelers and

persons with disabilities bull Understand how to provide practical and actionable information that airports

and their consultants can use in designing procuring installing and operating training and maintaining PA systems

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
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                • Slide Number 50
                • Slide Number 51
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                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 10: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ACRP Report 175 Improving Intelligibility of

Airport Terminal Public Address Systems

Richard Carman

Deborah Jue Joel Lewitz

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 11: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ACRP 07-14 Research Team Wilson Ihrig

Richard Carman Deborah Jue Gary Glickman

HKS Architects Rick Lee Lee Glenn

AV Consultant Joel Lewitz

CCD (Human Factors)

Adam Parkes David Watts Karen Jackson

Cross-Spectrum Acoustics

Herb Singleton Chips Davis Designs

Chips Davis

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
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                • Slide Number 37
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                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
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                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 12: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Presenters Richard A Carman PhD PE Principal Investigator Emeritus Senior Principal Wilson Ihrig

Deborah A Jue INCE-USA Principal Wilson Ihrig

Joel A Lewitz PE FASA FAES AV design consultant

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 13: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ACRP Report 175 Oversight Panel

Timothy M Mitchell Boeing (Chair) Christopher Blasie Rockwell CollinsARINC Airports Alan G Hass Landrum and Brown Darryl K McDonald Austin Commercial LP Heather McKee Denver International Airport Amiel Porta San Diego County Regional Airport

Authority Holly Cyrus FAA Liaison Theresia H Schatz Senior Program Officer

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 14: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Objective The objective of this research is to develop design

guidelines to improve public-address speech intelligibility for passenger processing-interfaces for all types and sizes of airport terminal environments

These guidelines are intended to be used by

airport operators and design consultants

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 15: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Participating Airports Anchorage International Airport Broward County Aviation Department Burlington International Airport City of ChicagoDepartment of Aviation City of BoiseBoise Airport City of Phoenix Aviation Department City of San AntonioSAAS Corpus Christi International Airport DallasFort Worth International Airport Denver International Airport Fairbanks International Airport Fort Wayne International Airport Los Angeles World Airports Maryland Aviation Administration Maryland Aviation Administration (BWI) McCarran International Airport

Metropolitan Airports Commission Monterey Regional Airport Nantucket Memorial Airport Oakland International Airport Philadelphia International Airport Pittsburgh International Airport Portland International Airport Prince George Airport Authority Salt Lake CityDepartment of Airports San Diego County Regional Airport San Francisco International Airport Savannah Airport Commission Seattle-Tacoma International Airport Stockton Metropolitan Airport Wichita Airport Authority

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 16: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Overview of research Acoustics PA Design and Human Factors Research

ndash Literature review (some relevant info from other large public spaces)

ndash Industry survey (perceptions understanding of underlying issues) ndash Field measurements (document existing conditions) and Passenger

survey Synthesis and Analysis

ndash Apply relevant information and studies ndash Find common ground between best practice for acoustics and field

measurements Guidelines

ndash Practical information for design and operations ndash Key take-aways include

bull Four design parameters bull Two operations principles

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 17: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Components of Speech Intelligibility Design

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 18: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Guidance Highlights Design 1 Use a Speech Transmission Index (STI) 060 target

ndash Performance testing occurs at night ndash Daytime operations will result in a lower STI (~050)

2 Use PA system that provides 10 to 15 dB signal-to-noise ratio ndash Use typical daytime ambient noise conditions

3 Ensure adequate acoustically absorptive treatment ndash Nominally 15 to 25 of surface area ndash Suitable reverberation time is critical to achieving speech

intelligibility 4 Where ceiling heights are higher than 24 ft

ndash Use professional input for acoustics and PA system design ndash Avoid ceiling-mounted loudspeakers in these types of

spaces

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 19: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Guidance Highlights Operations

1 Require commissioning to verify and optimize the PA system prior to sign-off or acceptance

2 Prepare announcements so they take advantage of human response to broadcast information (human factors)

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 20: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Speech Transmission Index (STI)

Objective measure of how the transmission speech path affects intelligibility [0 to 1]

Takes into account physical site-specific factors that affect the intelligibility of transmitted speech

Based on the field measurements conducted for the research a target STI 050 has been identified for daytime conditions

Speech transmission path

Test signal Known signal

through PA Room Room

acoustics STI

calculation

STIPA test signal

2016

Other

1042285

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 21: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Examples of STI Qualification Bands

STI Range Typical Uses Comments

066ndash075 Theaters courts assistive listening systems classrooms concert halls

High speech intelligibility

062ndash065 Good speech intelligibility

058ndash061 Concert halls modern churches High-quality PA systems

046ndash053 Public spaces cathedrals Acceptable for voice address (target 050)

042ndash045 Difficult (challenging) spaces

000ndash041 Not suitable for PA systems

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 22: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Signal-to-Noise Ratio (SNR)

Nighttime STI Target

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 23: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Daytime vs Nighttime These STI measurements are typically made during off-operation

periods with low ambient noise conditions

Daytime ambient conditions were 7 dBA higher than nighttime conditions

The SNR during daytime operations would thus be much lower

Mathematically calculating a daytime STI based on the daytime ambient sound environment can results in an STI that is on average 20 points lower than the nighttime condition

To achieve a daytime STI of 050 it may be necessary to provide a design that achieves STI 060 to 070 during the quieter nighttime period

Practically speaking it may be difficult to achieve 070 in passenger terminal environments thus STI 060 was derived as a performance target based on field measurement results

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 24: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Reverberation Time (RT60)

59 seconds

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 25: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

RT60 and Ceiling Height

Nighttime STI Target

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 26: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Ceiling Height It is desirable to adhere to a median ceiling height close

to 13 ft to achieve the daytime STI target

Suitable design for areas with 13 ft ceilings is generally straightforward to achieve

ndash Limited input required from design professionals in acoustics or PA system design

Ceiling heights greater than 24 feet are poor candidates for ceiling-mounted loudspeakers

ndash Input from an acoustical consultant is essential

ndash Other types of loudspeakers are typically required

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 27: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Commissioning PA system design and performance in the built

environment can be simulated with software

Real-world conditions often require site-specific tweaks in the gain and equalization settings

Integrator (installing contractor) can and should do this but speech intelligibility experience is sometimes limited

Professional commissioning is important to verify and optimize proper installation but this step cannot overcome poor design

Bring in a qualified third-party commissioning agent

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 28: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Announcements and Human Factors

Use key words or ldquohooksrdquo at the beginning of the announcement to draw passenger attention to PA messages

Clearly state if information presented is a change to that previously given

Keep messages simple and concise

Announcements should be spoken clearly and at a measured pace

Play or announce important messages twice consecutively

Minimize audio clutter

Consider using the female voice for specific types of announcements where factors challenge listeners and reduce attention or intelligibility (eg international terminal text-to-speech)

Flight information and updates should be presented consistently across PA announcements and FIDS to avoid conflicts and confusion

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 29: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Lower level gate STI 039

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 30: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Lower level gate area

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 31: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

High-ceiling space STI 069

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 32: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

High-ceiling space

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 33: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

For additional information ACRP Report 175 Improving Intelligibility of Airport Terminal Public Address Systems

bull Richard Carman rcarmanwiaicom

bull Deborah Jue djuewiaicom

bull Joel Lewitz jlewitzlewitzcom

httpwwwtrborgmainblurbs176329aspx

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 34: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ACRP 177 Enhancing Wayfinding for Aging Travelers

and Persons with Disabilities

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 35: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull Gresham Smith and Partners (Principal Investigator) bull Open Doors Organization bull Arora Engineers bull Georgia Tech - Center for Assistive Technology and

Environmental Access bull University of South Florida - Center for Urban

Transportation Research bull John Duval bull Southwest Airlines

RESEARCH TEAM

Jim Harding GSampP

Laurel Van Horn Open Doors

PRESENTERS

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 36: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull Research was conducted from 2014 to 2016 bull Guidebook published October 2017

RESEARCH PERIOD

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 37: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

- ACRP Synthesis 51 Impacts of Aging Travelers on Airports - ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and Landside The purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52

PREVIOUS RESEARCH

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 38: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Lead Investigator Laurel Van Horn Open Doors Organization Synthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers

CURRENT RESEARCH

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 39: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

The key overall goal of the guidebookrsquos content is to Engage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellip Create a difference that creates changehellip hellipthat promotes Independent Travel

OBJECTIVE

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 40: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities

OBJECTIVE

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 41: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Chapter 1 Introduction WHY Chapter 2 Understanding the Needs of Aging Travelers and Passengers with

Disabilities using Universal Design WHO Chapter 3 Wayfinding Strategies via Visual Verbal and Virtual Communication WHAT Chapter 4 Airport Planning amp Design Considerations Chapter 5 Departing Customer Journey Chapter 6 Arriving Customer Journey Chapter 7 Connecting Customer Journey Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

ORGANIZATION

HOW

APPLICATION amp IMPLEMENTATION

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 42: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

WHY this research is important

Source US Department of Transportation Annual Report of Disability-Related Air Travel Complaints

Over a 10-year period the DOT Annual Reports to Congress showed a 139 increase in disability complaints for all air carriers Roughly half these complaints are due to wheelchair service failures

Chapter 1 Introduction

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 43: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

WHY this research is important Objective to help airports successfully communicate information to aging travelers and persons with disabilities to help them find their way using the principles of universal design

Chapter 1 Introduction

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 44: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

WHY this research is important What is Wayfinding Information systems that guide people through a physical environment and enhance their understanding and experience of the space

Source Society for Experiential Graphic Design

Chapter 1 Introduction

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 45: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull Understanding WHO are the different types of passengers with disabilities and aging travelers bull Outlines universal design and its principles illustrating their application in airports

Why Because Universal Design benefits almost everyone

Average Abilities

Age

Height amp Reach

Source Pruett Scott and Sarah Universal Design Guide for Inclusive Tourism

= the focus of universal design = the focus of design for disability Health

Conditions

Chapter 2 Principles of Universal Design

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 46: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

WHO are the different types of passengers with disabilities and aging travelers bull Broad disability categories include blind and low vision deaf and hard of hearing ambulatory and non-

ambulatory and intellectual disabilities including autism and dementia

bull Very important to understand that each person with a disability is an individual with unique needs

bull For example the needs of a traveler with late onset vision loss will be different from someone born partially sighted even though their visual acuity is more or less identical Coping skills psychological makeup past travel experiences and much more have a role to play

bull Because of these individual differences that the primary focus must be on creating universal accessibility enabling wayfinding by all travelers regardless of ability rather than meeting the assumed needs of a general disability type

Chapter 2 Principles of Universal Design

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 47: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

While disability affects all age groups its prevalence rises steeply with age

Source US Census Bureau Americans with Disabilities 2010

Chapter 2

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 48: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Population Aged 65 and Over 1900-2050

Source US Census Bureau 65+ In The United States 2010

Chapter 2 Principles of Universal Design

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 49: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Wireless Use and Device Type ndash is there a technology divide based on disability and age

bull Americans with disabilities (SUN) vs bull General population (PEW)

The 2012-13 Survey of User Needs (SUN) by the Rehabilitation Engineering Research Center for Wireless Technologies (RERC) finds that as a group people with disabilities own and use wireless technology at rates similar to the general populationrdquo (Morris et al 2013)

Sources Wireless RERC Survey of User Needs 2012-2013 Pew Internet Surveys 2006-2013

Chapter 2 Principles of Universal Design

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 50: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull Appropriate language

Chapter 2 Principles of Universal Design

By acknowledging the person first one is recognizing that this individual is more than just their disability Therefore person-first language is used throughout this guidebook eg a man who is blind rather than a blind man Source Open Doors Organization

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 51: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull Example of universal design Principle 2 - Flexibility in Use bull The design accommodates a wide range of individual preferences and abilities

Source ACRP 177 Research Team

SFO

Chapter 2 - Principles of Universal Design

Trace EZ Access Keypad

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 52: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

WHAT type of information is needed to communicate with the various passenger types

VISUAL VERBAL VIRTUAL TACTILE

Chapter 3 Wayfinding Strategies - 3 Vrsquos

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 53: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

ldquo3 Vrsquosrdquo of Communication

Source ACRP Report 161 - results from eight US gateway airports show percentages of the level of customer satisfaction for each factor surveyed

1 2 3

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 54: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Visual Communication

Source Typography and the Aging Eye Typeface Legibility for Older Viewers with Vision Problems by Paul Nini (012306)

Age 20 Age 60 Age 75

Uniform legible typefaces like the sans-serif font Frutiger Bold as it would be seen by a viewer with no vision problem (left) compared to an example of how it would be perceived by a viewer experiencing a loss of light and focus (right) Despite loss of resolution the message remains legible

Human vision deteriorates with age with older adults often experiencing significant vision problems in low-light environments The above images show how much aging changes the relative transmission of light through the optic media for viewers of ages 20 60 and 75

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 55: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Verbal Communication Call center information desks Roving ambassadors with tablets Training is keymdashdisability awareness and communication familiarity with airport access features Virtual supportmdashairport accessibility database video relay interpreting language translation etc

TPA

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Verbal communication is a very important part of the wayfinding experience for aging travelers and persons with disabilities A buildingrsquos design should allow people to use its features in more than one prescribed way eg standing and seated as at this information desk at Tampa International Airport UD Principle 2 Flexibility in Use The design accommodates a wide range of individual preferences and abilities

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 56: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Virtual Communication via Pre-trip Planning

The ability to plan in advance via digital media is becoming more and more effective For older adults and pax with disabilities advance knowledge can greatly enhance the wayfinding experience The Wayfinding Accessibility Audit Checklist recommends including a link for disability-related information and resources The preferred LOS is to have a link on the home page A higher LOS would have the link visible above the scroll

LAX

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 57: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Virtual amp Verbal Communication ndash Help Point Kiosk

Accessible helpcall points are easy-to-use communication devices that provide means for arriving travelers needing accessibility information or assistance to connect to a remotely located service provider These devices help provide convenient points for people with disabilities to initiate their wayfinding experience upon their arrival at the terminal

CDGLGAMADMUC

Chapter 3 Wayfinding Strategies - 3 Vrsquos

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 58: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Tactile Communication

Source ACRP Research Team

Uses of tactile information can be less obvious For instance clear delineation between a hard surface floor in the main concourse versus a soft carpeted surface in a hold-room seating area creates a shoreline that can provide a detectable navigable path A similar concept can also be applied to the boarding gate area For those with low vision contrasting light and dark colors provide an additional cue

ATL

Chapter 3 Wayfinding Strategies - 3 Vrsquos

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 59: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

4 Airport Planning and Design 5 Departing Customer Journey 6 Arriving Customer Journey 7 Connecting Customer Journey HOW to create a difference that creates a change and where appropriate WHY it is important

Chapters 4 5 6 amp 7 ndash Applying the 3 Vrsquos

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 60: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

First of its kind consolidated tool that merges both wayfinding analyses AND accessibility audits into a single all-inclusive assessment Includes wayfinding strategies and accessibility features relevant to a passengerrsquos specific disability The following key factors must be evaluated bull Organized by journey segment Departing - Arriving - Connecting amp key touch points bull Type of disability or functional limitation accommodated

bull Mobility Vision Hearing Cognition bull 3Vrsquos of communication Visual - Verbal - Virtual bull Standards andor regulations or other guidance that apply

Wayfinding Accessibility Audit Checklist

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 61: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Recommendations andor Requirements

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 62: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Type of communication

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 63: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Types of disability

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 64: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Standards reference

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 65: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Checklist is illustrated in 3D virtual airport model

VIRTUAL MODEL

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 66: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Unique reference number labels in the 3D virtual model correlate with the checklist

VIRTUAL MODEL

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 67: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Chapter 4 Airport Planning amp Design

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 68: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Planned adjacencies

AMS

There are planned adjacencies at key decision nodes for information sources Virtual eg Flight Information Display Systems (FIDS) Verbal eg staff positions and information desks Visual eg airport directories etc

Chapter 4 Airport Planning amp Design

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 69: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Pre-trip planning information

BOS

Online virtual tour for pre-trip planning is captioned 2 that uses both captioning for those who cannot hear as well as audio for persons who are blind or have low vision

Chapter 4 Airport Planning amp Design

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 70: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 71: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transitions Section 57

bull Intuitive

bull Clear line of sight

bull Adjacency

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 72: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transitions Section 57

Escalators include visual reinforcement of operating direction Simple bold graphic indicators help customers with cognitive issues as well aging travelers who may struggle with visual acuity know which escalator to use at vertical transitions and also helps mitigate safety concerns associated with escalators

CHANGI

Chapter 5 Departing Customer Journey

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 73: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transitions Section 57

Elevators that have glass doors promote open sight lines and ease of identification The consequence of architectural design that hides essential vertical transportation is adding extra signage and wayfinding

MUC

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 74: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transition Intuitive design bull Over-signing is commonly used to compensate for the complex floor plan layouts where wayfinding is a chronic problem bull Increases in plan complexity are directly related to decreases in wayfinding performance The presence of signs is not able to compensate for wayfinding problems due to the complexity of the floor plan bull The next 2 slides are a comparison of non-intuitive versus intuitive wayfinding at vertical transitions and WHY architecture plays a critical role

Chapter 5 Departing Customer Journey

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 75: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transition Non-intuitive design

The Prague International Airport (PRG) illustrates the challenges of trying to overcome non-intuitive architecture that dictates counterintuitive passenger circulation at the bottom of the escalators

PRG

Chapter 5 Departing Customer Journey

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 76: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Vertical Transition Intuitive design

By comparison escalators at the Zurich Airport provide simple clear and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities

ZRH

Chapter 5 Departing Customer Journey

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 77: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Chapter 6 Arriving Customer Journey

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 78: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Service Animal Relief Area (SARA) at DTW McNamara

Chapter 6 Arriving Customer Journey

DTW

Interactive digital technology List gate nearest to the amenity Shows route and photos of the destination

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 79: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Service Animal Relief Area (SARA)

Service Animal Relief Area (SARAs) available airside are centrally located to minimize walk times have appropriate directional and identification signage appear on maps directories 49 CFR Part 2771 requires SARAs airside with limited exceptions Location of the SARA at DTW is communicated virtually through the interactive directories that show route and photo of destination to help with recognition and confirmation visually

DTW

Chapter 6 Arriving Customer Journey

Large sign with pictogram Smaller sign with visual tactile and Braille lettering and pictogram positioned per ADA standard

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 80: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

International arrivals

Signs visually indicate lanes for employees and people with disabilities This benefits those not being escorted especially those with hidden disabilities Color-coded wayfinding in the Customs and Border Patrol area at BOS helps visually guide persons with disabilities with advance education prior to the queue and confirmation at queue entry point

BOS

Chapter 6 Arriving Customer Journey

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 81: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

International arrivals

BOS

Dedicated lanes for persons with disabilities at Boston Logan International Airport

Chapter 6 Arriving Customer Journey

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 82: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Chapter 7 Connecting Customer Journey

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 83: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Landmarks

DFW

Providing information that can help customers establish relationships between concrete landmarks and graphic representations on maps is one way to help aging travelers and persons with disabilities navigate a complex airport environment and confirm they are on the correct path to find their connecting gate Example at DFW shows how artwork in this case a castle can be used as a recognizable landmark for navigation

Chapter 7 Connecting Customer Journey

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 84: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Help points

Located at regular intervals along the concourse including at major decision points Identified by visual and tactile signage Information includes the location of the courtesy phone

LGW

Chapter 7 Connecting Customer Journey

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 85: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Technology that shows HOW to create a difference that creates a change and where appropriate WHY it is important

Chapter 8 Wayfinding Technologies for Aging Travelers and Persons with Disabilities

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 86: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

81 Overview 82 Accessible Websites 83 Mobile Wayfinding APPS 84 Accessible HelpCall Points 85 Interactive Kiosks 86 Digital Wayfinding Directories 87 FIDS (Flight Information Display System) 88 Hearing Loops 89 Visual Paging

Chapter 8 Wayfinding Technologies

APPLICATION amp IMPLEMENTATION

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 87: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Section 83 Mobile Wayfinding APPS Current mobile applications for airport wayfinding do not meet the needs of users with disabilities The research team asked participants to download and test award-winning and industry-leading applications from airports around the world such as the airport app at Amsterdam Airport Schiphol that is now in its fifth generation

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 88: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Section 83 Mobile Wayfinding APPS Each airportrsquos app was rated for functionality or capability as it pertained to the universal design principles as good (4) fair (3) poor (2) and absent (1) The scores were averaged over the users and applied to each category In general the applications tested demonstrated great usability for users without disabilities but scored poorly for users with disabilities

Airports tested listed in alphabetical order included bull Amsterdam bull Copenhagen bull Dallas Fort Worth bull Dubai bull Fort Lauderdale bull Frankfurt bull Heathrow bull Miami bull Munich bull San Francisco bull Zurich

Chapter 8 Wayfinding Technologies

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 89: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

bull In general the applications demonstrated great usability for users without disabilities but scored poorly for users with disabilities

bull There are indoor and outdoor wayfinding apps that function well for a specific user group eg vision loss cognitive disability reduced mobility

bull However to date no single application has been developed that provides essential route information useful to all users

Section 83 Mobile Wayfinding Apps

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 90: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Section 83 Mobile Wayfinding APPS bull Provides a set of research-based guidelines for mobile app developers (eg

airlines airports third parties) to improve existing apps or create new ones

bull Designed to maximize the utility and usability for all travelers especially aging individuals and travelers with disabilities

bull Based on utility and usability testing of a prototype wayfinding app at ABIA and Georgia Tech

bull Relevant regardless of underlying positioning technology (eg beacons WiFi trilateration visible light camera)

Chapter 8 Wayfinding Technologies

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 91: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Section 83 Mobile Wayfinding APPS The mobile app guidelines consists of 19 criteria eg Design Your Application for a Wide Range of

Devices to Low Physical Effort Example of Dorsquos and Donrsquots from Low Physical Effort 8349 Provide Choice in Wayfinding Directions 8349 Provide Choice in Wayfinding Directions 83411 Advanced Planning

Chapter 8 Wayfinding Technologies

Design user interactions with the user interface to be efficient and comfortable with a minimum of fatigue

Maximize accuracy by making buttons as large as possible with sufficient space between them

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 92: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

The cumulative result of ACRP 177 will equip airports with the information they need to create a difference that creates a changehellip hellipthat promotes Independent Travel for aging travelers and persons with disabilities

SUMMARY

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 93: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

QUESTIONS

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
                • Slide Number 17
                • Slide Number 18
                • Slide Number 19
                • Slide Number 20
                • Slide Number 21
                • Slide Number 22
                • Slide Number 23
                • Slide Number 24
                • Slide Number 25
                • Slide Number 26
                • Slide Number 27
                • Slide Number 28
                • Slide Number 29
                • Slide Number 30
                • Slide Number 31
                • Slide Number 32
                • Slide Number 33
                • Slide Number 34
                • Slide Number 35
                • Slide Number 36
                • Slide Number 37
                • Slide Number 38
                • Slide Number 39
                • Slide Number 40
                • Slide Number 41
                • Slide Number 42
                • Slide Number 43
                • Slide Number 44
                • Slide Number 45
                • Slide Number 46
                • Slide Number 47
                • Slide Number 48
                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
                • Slide Number 52
                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 94: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Todayrsquos Participants bull Steve Wareham Trillion Aviation

swarehamtrillionavcom bull Deborah Jue Wilson Ihrig djuewiaicom bull Richard Carman Wilson Ihrig rcarmanwiaicom bull Joel Lewitz Joel Lewitz jlewitzlewitzcom bull Jim Harding Gresham Smith and Partners

jim_hardinggspnetcom bull Laurel Van Horn Open Doors Organization

laurelopendoorsnfporg

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
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                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 95: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Panelists Presentations

httponlinepubstrborgonlinepubswebinars171213pdf

After the webinar you will receive a follow-up email

containing a link to the recording

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
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                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
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                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 96: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Get Involved in ACRP bull Submit a research idea to ACRP bull Volunteer to participate on a project panel bull Prepare a proposal to conduct research bull Get involved in TRBs Aviation Group of

committees bull Take part in the Champion or Ambassador

Programs

For more information httpwwwtrborgacrpacrpaspx

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
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                • Slide Number 49
                • Slide Number 50
                • Slide Number 51
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                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair
Page 97: ACRP is an Industry-Driven Programonlinepubs.trb.org/onlinepubs/webinars/171213.pdf · Acoustics, PA Design and Human Factors Research – Literature review (some relevant info from

Take Part in the Careers in Motion Networking Fair

httpbitlyCareersInMotionFair

  • Moderator_Intro_Slides_Wareham_updated_V2
    • Slide Number 1
    • Opportunities to Get Involved
    • Slide Number 3
    • Slide Number 4
    • Upcoming ACRP Webinars
    • Additional ACRP PublicationsAvailable on this Topic
    • Todayrsquos Speakers
      • Intro_SA2
        • Enhancing Wayfinding and Public Address Systems for a Positive Traveler Experience
        • Slide Number 2
          • Deborah et al
            • ACRP Report 175Improving Intelligibility of Airport Terminal Public Address Systems
            • ACRP 07-14 Research Team
            • Presenters
            • ACRP Report 175Oversight Panel
            • Objective
            • Participating Airports
            • Overview of research
            • Components of Speech Intelligibility Design
            • Guidance Highlights Design
            • Guidance Highlights Operations
            • Speech Transmission Index (STI)
            • Examples of STI Qualification Bands
            • Signal-to-Noise Ratio (SNR)
            • Daytime vs Nighttime
            • Reverberation Time (RT60)
            • RT60 and Ceiling Height
            • Ceiling Height
            • Commissioning
            • Announcements and Human Factors
            • Lower level gate STI 039
            • Lower level gate area
            • High-ceiling space STI 069
            • High-ceiling space
            • For additional information
              • Jim and Laurel
                • Slide Number 1
                • Slide Number 2
                • Slide Number 3
                • - ACRP Synthesis 51 Impacts of Aging Travelers on Airports- ACRP Report 52 Wayfinding and Signing Guidelines for Airport Terminals and LandsideThe purpose of ACRP 177 Enhancing Wayfinding for Aging Travelers and Persons with Disabilities is NOT to repeat the content in ACRP Report 52
                • Project 01-31 Innovative Solutions to Facilitate Accessibility for Airport Travelers with DisabilitiesLead Investigator Laurel Van Horn Open Doors OrganizationSynthesis 04-19 Incorporating ADA and Functional Needs in Emergency Exercises Project 04-21 Emergency Communication Models for Persons with Disabilities and Non-English Speakers
                • The key overall goal of the guidebookrsquos content is toEngage the reader understand the user and equip the reader with the WHO WHAT WHY and HOW an airport canhellipCreate a difference that creates changehelliphellipthat promotes Independent Travel
                • In order to achieve the overall objective of helping aging travelers and persons with disabilities to travel independently an airport has to consider more than just helping these customers know where to go Unless a comprehensive list of considerations are addressed these customers will encounter issues that affect their ability to travel independently regardless of their wayfinding abilities Therefore guidebook 177 is about more than just wayfinding it is about a customer experience aimed at promoting independent travel for aging travelers and persons with disabilities
                • Slide Number 8
                • Slide Number 9
                • Slide Number 10
                • Slide Number 11
                • Slide Number 12
                • Slide Number 13
                • Slide Number 14
                • Slide Number 15
                • Slide Number 16
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                • Slide Number 50
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                • Slide Number 53
                • Slide Number 54
                • Slide Number 55
                • Slide Number 56
                • Slide Number 57
                • Slide Number 58
                • Slide Number 59
                • Slide Number 60
                  • Outro_SA
                    • Todayrsquos Participants
                    • Panelists Presentations
                    • Get Involved in ACRP
                    • Take Part in the Careers in Motion Networking Fair

ACRP Report 16 – Guidebook for Managing Small Airportscalairports.com/ACRP Report 16 on managing apts.pdf · 2009-09-26 · ACRP REPORT 16 Research sponsored by the Federal Aviation

Airport Toolbox for ACRP Report 122onlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_122_toolbox.pdf · Airport Toolbox for ACRP ... performance requirements, aircraft must take off and

ACRP - Transportation Research Board · The Airport Cooperative Research Program (ACRP) conducts applied research on problems important to airport operators. The ACRP was authorized

ACRP Report 26 – Guidebook for Conducting Airport User Surveysonlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_26.pdf · AIRPORT COOPERATIVE RESEARCH PROGRAM ACRP REPORT 26 Research

RPL Adva…  · Web viewThe application process starts with the completion of the general ACRP application form which is available from the ACRP office, an ACRP representative or

Acrp presentation 9.21.12 seattle

Clinical Researcher - ACRP

ACRP AIRPRTCPERATIVE PROGRAMonlinepubs.trb.org/onlinepubs/acrp/acrp_iop_023.pdf · Airport Cooperative Research Program, which is administered by the Transportation Research Board

2007 - Reports - (ACRP) ANNUAL REPORT OF PROGRESSlibraryarchives.metro.net/DPGTL/acrp/2007-acrp-annual-report-of-progress.pdfSteve Williams, Chairman and CEO, Maverick Transportation,

Programme Handbook ACRP - hkib.org

ACRP - 3 rd Call

Alevi 2013 Kasım 171213 -1isamveri.org/pdfdrg/D03540/2013_8/2013_8_AYANE.pdf · 179 %h

ACRP Educators’ Handbook

ACRP - Transportation Research Boardonlinepubs.trb.org/onlinepubs/webinars/AirportTerminalPlanning.pdf · Airport Cooperative Research Program (ACRP) ... Bruce Anderson. V.P. Terminal

ACRP - Transportation Research Boardonlinepubs.trb.org › onlinepubs › acrp › acrp_rpt_194AppendixB.pdf · GRA, Incorporated Economic Counsel to the Transportation Industry

ACRP Report 127

ACRP Report Fact Sheets – Deicer Treatment Technologiesonlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_099FactSheets.pdf · Deicer Treatment Technologies Administration. Fact Sheet

ACRP Report 80

HMI Integration 171213 HMI Integration Lab€¦ ·  · 2018-02-06HMI Integration 171213 HMI Integration Lab.docx Pg 1 of 28 Before proceeding with this lab, be sure to upload and

ACRP AIRPOTCOOERATIVE PROGRAMonlinepubs.trb.org/Onlinepubs/Acrp/Acrp_iop_031.pdfnational average. • Communication at MDT is better than the national average. • MDT staff set their

ACRP WOD 41 cover

ACRP Fact Sheets – Deicing Practicesonlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_014_factsheets.pdf · FACT SHEETS Deicing Practices #1–41 ACRP Report 14 Deicing Planning Guidelines

ACRP 10–06 A HANDBOOK TO ASSESS IMPACTS OF ...onlinepubs.trb.org/.../acrp/acrp_rpt_034ContractorReport.pdfThe research conducted under Airport Cooperative Research Program (ACRP)

Information on ACRP

CASE LSE Case Study Interim Report FINAL 171213-RL2

Acrp Syn 063

ACRP - Transportation Research Boardonlinepubs.trb.org/onlinepubs/acrp/2017DisseminationPlan... · ACRP DISSEMINATION PLAN [February 2, 2017] Page 1 of 17 2017 REVISED DISSEMINATION

ACRP OVERSIGHT COMMITTEE* - OurEnergyPolicy · The ACRP provides a forum where airport operators can coop-eratively address common operational problems. The ACRP was authorized in

ACRP 02 36: Assessing Opportunities for Alternative Fuel ...onlinepubs.trb.org/onlinepubs/acrp/docs/ACRP02-36_FR.pdf · ACRP 02 36: Assessing Opportunities for Alternative Fuel

ACRP Report 119

ACRP AIRPORTCOOPERATIVE PROGRAMonlinepubs.trb.org/Onlinepubs/acrp/acrp_iop_016.pdfparking customers using airport shuttle buses that position right at the automobile and assist with

ACRP AIRPORTCOOPERATIVE PROGRAMonlinepubs.trb.org/onlinepubs/acrp/acrp_iop_015.pdfPlanning for Recovery of Disabled Aircraft A Boeing 727-200, operated by a FedEx Express crew, landed

Aircraft Rescue Procedure (ACRP)

ACRP Report 16 – Guidebook for Managing Small Airportsonlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_016.pdf · ACRP Report 16: Guidebook for Managing Small Airportsintroduces the

TrA S ACRP Airport CooperAtive - calairports.comcalairports.com/ACRP Report 20 - Strategic Planning... · AIRPORT COOPERATIVE RESEARCH PROGRAM ACRP REPORT 20 Research sponsored by