A production of Diploma in Experience & Product Design Singapore Polytechnic SP Design School 2015
Professonal practice
In collaboration with Changi Airport Group
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“ Nowhere was the airport’s charm more
concentrated than on the screens placed at intervals across the terminal which announced, in deliberately workmanlike fonts, the itineraries of aircraft about to take to the skies. These screens implied a feeling of infinite and immediate possibility: they suggested the ease with which we might impulsively approach a ticket desk and, within a few hours, embark for a country where the call to prayer rang out over shuttered whitewashed houses, where we understood nothing of the language and where no one knew our identities.
�
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What is a good airport What makes going to an airport a good experience? Is the airport more than just a terminal building and the sum of its parts? Airports have become synonymous with a civilisation connected through global commerce. In some cities, airports have grown into becoming a part of the city’s narrative of its culture. Changi Airport has been and remains an ever-present symbol of Singapore, and has grown, nestled on the eastern part of the island-city, expanding as her host flourishes with the fifty years of modern nation building. Unlike some cities where visiting an airport can be like a walk through the ghetto, this airport has constantly re-imagined herself so that her visitors have come to see a trip here to be desirable, and develop a true longing to stay longer in her expansive and air-conditioned confines. Beyond the material comfort, what makes this airport truly shine is how she takes care of her visitors. Her staffers embody an attitude to be efficient and friendly. In a world where competition is extremely tight, sometimes a simple gesture and an extra step can make an experience here delightful and even memorable.
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Foreword ‘Arrival+’ is an investigation into enhancing the arrival & queuing experience within Changi Airport. The project studies the passenger’s experience the whole process through embarking or disembarking to entry or exit from the airport. This brief initially sought to look at two areas for possible design intervention: taxi queues & waiting area around departure and arrival halls. However, the potential for investigation now reaches into even the arrival, departure and transit halls. The students of DXPD are happy to present 13 possibilities that provide a sense of what might be. Through nudging of common behaviours, it is hoped that simple but effective ways of bringing about change can have a deeper & more positive impact on airport operation.
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Encouraging self check-in
ENHANCING EFFICIENCY Teo Xuan Kai Xavier
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Majority of Singaporeans do not use the self check-in kiosk
It is found that more than half of the self check-in kiosk users are foreigners. Singaporeans are not a big fan of self check-in. There are many reasons to that, one reason being the older demographics of Singaporeans, age 50+, find it difficult to trust the system. Another significant reasons is also probably due to the fact that Singaporeans regard self service as an economy class experience. Moreover, with the new terminal 4 which will have a significant reliance on passengers to use self check-in kiosk, enhancing the self check-in experience is ever more important now.
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What are the attitude towards self check-in? Research And Synthesis
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Flyer’s perspercitve of self check-in
A unique point is that majority of people do not use the self check-in kiosk because they do not know how to operate it. But amongst the older demographic, majority of them do not use it because they do not know how.
Furthurmore they avoid self check-in due to the lack of human presence because of a lack of sence of assurance and experience.
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FAST-LANE CHALLENGE The kiosk that challenges you
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Concept explanation Fast lane challenge is an unique kiosk which is designed to target users who have never used the self check-in kiosk before to try out self check-in by sparking their interest through issuing a challenge to them of checking in within 60 seconds. Once accomplished, users would get a chance to have their photo taken by the
kiosk and printed on the back of their boarding pass to serve as a momento for them. Not only will it invite more first time users to try out self check-in, it would also prove to users that self check-in is actually a very fast and reliable method of check-in.
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Product Process Fast lane challenge kiosk is designed in such a way that it is user friendly to first time users and enjoyable at the same time. Certain unnecessary options on the usual self check-in kiosk are removed or minimized to avoid confusion towards first time users. In order to make checking in seem less intimidating, users would feel more ecourage to use the self check-in kiosk after knowing that their own photos would be printed at the back of thier boarding pass for momento sake.
Home screen of kiosk interface
Selection of how many passengers you want to check in. The timings given would vary as well.
Users are limited to only two of the commonly used method of checking-in to ease process.
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Simple and precise step-by-step procedures aide users to check-in without hassle
After completing your check-in, your score would be tallied and shown in a scoreboard
After checking-in, a photo of you would be taken and editing of it is possible
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Departure hall
FAREWELL IN THE AIRPORT Ian Wong
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A painful moment we all share in the airport
Beyond serving as a transit point, many major life events are happening in the airport everyday, whether is going oversea to study or embarking on your first trip with the family. There is nowhere like airport that held so many amazing memories. Therefore no matter what airport always have a special place in everyone’s heart because we relate so much to the place; anyone would have at least one special memory that they share with this place, and saying goodbye is one of the most painful one in the airport. How can an airport help to make it less painful ?
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All about farewell
Research And Synthesis
Farewell Hotspots 1 2 4 3
Location & Popularity
1 3
69 % Of the people
say goodbye in front of the Departure Hall
9% dining area
around check in counter
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17%
4
5% Entrance image 1.
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The Painful Scale PURPOSE what is the purpose of this trip for the traveler ?
Painful Scale 1-10
Working or studying
Visiting someone
Vacation
Going back to hometown
SEPARATION TIME how long does this separation going to last ?
Painful Scale 1-10
1 to 3 week/s
Unknown
less than 1 week More than a month
image2.
image 1.
image2.
What are the places in the airport where the farewell moment happens most frequently. The illustration shows the space where farewells happen most frequently.
There are many degrees to which farewell can vary in emotions. An interview conducted show that some “goodbye� are more painful than the others. The illustration have shown the result in the form of a pain scale.
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The Scent of Singapore A better farewell experience using scent
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Making leaving hometown less painful Scent plays a big part in our emotional well-being ; every distinct scent subconsciously reminds us of a specific moment. Using scent to remind people of beautiful memories helps to provide assurance and heal emotional damage when facing a painful farewell. Every Scent
of Singapore Card is infused with the scent of local cuisine; tear open it and the smell of the food will bring you back in time when a beautiful moment you spent in your hometown which related to your favorite local gourmet.
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Product Process
Introduce
Person is introduce to the Scent of Singapore which display at a highly visible place in the airport.
Apply
She then tear open the card, release the scent and enjoy the smell of hometown food.
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Result
The smell brings back a hometown memory and enhance the person’s airport farewell experience
Bring Along
Users are encourage to bring the card with them, so that they will always have a piece of hometown with them wherever they go.
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Departure
AIRPORT EMOTIONS Amanda Leow Lihan
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People often have conflicting feelings at the Airport
People have a huge range of emotions felt deeply in the Airport setting. Airport is a place where people separate from one another or reunite. The range of emotions fluctuates. The reason behind these emotions relates to parents, who are sending off their child to overseas studies; girlfriend, who is seeing boyfriend off for a business trip; international students, whom are going back to their hometown and many more scenarios that can easily relate to being ambivalent. Many would experience this situation, when sending someone off to overseas; they turn back and wave one last farewell. Some would describe these feelings to be “agonizing minutes of separation” or “no point in delaying the inevitable” showing a mixture of emotions or having a hard time expressing it in time or place.
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How to rate places using emotions? Research And Synthesis
j o uj ro nu ery n ea y t
ta ht e
th t a i er p ao ir r t p or ChangiA irport T2 13
Row 01
09
07 02
11
10
08
Row 02
02
03
01 01
03
Row 03
12 04 Row 04
05
Row 05
Row 06
06
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E M O T I O N S FEAR
UNCERTAINTY
PEACE and SECURITY
JOY and WARMTH
FOCUS and SAD
INNER PEACE
PASSION and MOTION
ANGER
t o u c h p o i n t 01
Drop off from Taxi
02
Trolley Collection
03
Enter the 2 door entrance
04
Check Flight information
05
Luggage check-in
06
Takes escalator down to have meal
07
Photo-taking / well wishes
08
Passport security check
09
Luggage security check
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Custom check in
g o o d b y e s
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Duty free shopping
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Departure gate
01
First gooddbye
02
Second goodbye
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Third goodbye
People tend to turn back and wave 3 times during Departure (Touchpoint 07 - 11)
70 respondents were asked to recall their Airport departure journey experience. Using 13 touchpoints upon the departure experience (from getting off the taxi to plane taking off), respondents were asked to rate each touchpoint with the 8 given emotions.
Result shows that the most emotional touchpoint was the area right before the passport check which is known as the “photo-taking / well wishes” area. By colour-coding the 8 emotions, it is clear that sending off involved the strongest emotions.
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MOOD SWING MOOD SWING IS AN INSTALLATION THAT VARIES WITH THE PREVAILING EMOTIONS OF TRAVELLERS IN CHANGI AIRPORT
Inner Peace
Peace & Security
Joy & Warmth
Surprise
Love
Sadness
Anger
Disgust
Anxiety & Uncertainty
Fear
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Concept explanation These cards will be constantly flipping with different variations of a single coloured or double coloured combination. The single coloured ones represent a sole emotion felt while the double coloured cards represent a mix of 2 emotions.
Each cell represents one area of the airport which is monitered by a camera that could track facial expressions and behaviours. These cameras then send the data to the installation that allows it to change colour according to the present detected emotion.
This creates an emotional tie to Changi Airport through the physical space where emotions can not only be felt; but also be spectaculated through this installation. The cards will also flip faster as people approach the installation giving a sense of presence being felt. This installation is engaging because of its ever changing flips , as well as the factor where presence is being felt through the installation.
The concept simplifies to the idea of translating emotions of the Airport, using colours that encourage people to be more expressive and aware of how they feel because “you are always in control of your emotions, your reactions are always your choice�.
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Product Process
Inspired from Rebecca Baumann’s Automated Colour Field (2011). Is a kinetic sculpture consisting of a vast wall-mounted grid of 100 flip-clocks, each with their numbered panels replaced by paper cards in a variety of colours. The battery-operated clocks keep their own time, turning the paper cards on the minute and the hour, to create a kaleidoscopic field of colour. In her work, the analogue clocks activate the paper cards, producing a low background hum and soft pattering sound like raindrops falling on a tin roof. Rather to just have a battery operated clock that keeps their own time, what could really be something relatable to the Airport; something that can only exist in the Airport and not other places. People of the Airport come from and go to many places, but one thing in common, was their emotion at a place or time or being encountered with the same situation.
Colours change with emotions
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Check-In Queue
STILL WAITING IN LINE Bok Jia Yi Clifford
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Check-in queue make people feel frustrated
Most departing passengers choose to arrive at the airport earlier before their check-in timing, so that they can get pass the check-in process as fast as possible and it will makes them feel more certain about not missing their flight. Before checking-in, the passengers tend to hang out around places such as cafe, window shopping, standing together (Often tour group) at a corner and wait for everyone to arrive and sitting around the check-in area etc. to keep themselves occupied. Many passengers get restless when waiting for check-in, leading to impatient and stressful situation. When queuing for checking in, the long and boring queue make the passengers feel even more frustrating. Bringing along their heavy baggage, waiting for the passengers to check-in, the whole check-in environment seems very serious and unfriendly. In the queue with passengers of different language, culture and background, little to no interaction can be found in the queuing system.
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What do people feel about checking-in Research And Synthesis
1 hour and 15 mins after 10-30mins after
2 hours before Below Pie chart show the ratio of passengers who reach in a certain time before or after check-in is open to the passengers
To avoid long queue
To shop and eat
To feel more prepared
Below show the ratio of passengers who arrive early at the airport, -To feel more prepared -To shop and eat -To avoid long queue
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66% 66% of the passengers agree that checking early make them feel more prepared and ready
80% of the passengers agreed that Assurance of they check-in early .
What do people feel about checking-in? Checking in is the first thing that all of the passengers that is travelling have to go through. It is known to many people that if they are check-in 45 minutes or less before the boarding time, they might miss the flight. Therefore, this cause most passengers to be more careful with their checking in time. 58% of the passengers from the interview, which added up to be the majority of the passengers aim to arrive at the airport 2 hour before check-in. Main reason is for them to
feel assured of not being late for checking in, so there might be a chance for them to miss their flight. Other reasons can be reaching early for a meal (Most of the passengers agreed that they would eat their dinner out of the airport unless they are late). Family and friends bonding is one of the reason for them to reach the airport early for check-in. As reaching early for check-in make the passengers feel more assured, 66% of the passengers also agree that checking in early make them feel more prepared for their journey.
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QUEUE BITS To make queueing seems faster, by encouraging passengers to passengers interaction as well as giving them a fun and memorable queuing experience in Singapore Changi Airport
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Concept explanation Designing the space around the check-in queuing area, by making fun interaction between people through competitive game, using the material that can be found in the queuing area (e.g. stanchion pole and belt etc.). There will only be one game that will be place in the middle of the queuing area, to grab the attention of the rest of the passengers attention as well as to raise the excitement of the passengers
who just got into the queue. By only having 1 game station at the middle of queue than having many of them, allows crowd control, by preventing the passengers at the front of the queue to slow down (as they want to play the game if it is around the place) and encourage the people at the back to move faster so that they can experience the game earlier.
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Product Process To design a way to make queuing seems faster as well as giving them a memorable Check-in experience at Singapore Changi Airport. My first though process was to identify what makes queuing seems faster. Distraction, was use in many design to change how people think about certain thing e.g. adding mirror in the elevator to bring away the eerie feel of being in an elevator. By making use of distraction, I can design to change how the passengers feel about the queuing system. To get people attention in the queue, I added light into the design. As light is one of the few factor that get people immediate attention, I make use of light as the visual of my design. To encourage interaction between the passengers, I put in games to the design as it can get people together without feeling awkward. Competitive game can also be use to make the queuing experience more entertaining to the players as well as the one looking..
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Check in row
ON TIME& STRESS FREE Shen Yun
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Stree-free & On Time
I have found out passenger delyas happen everyday. This problem causes a lot of trouble for the airlines and passengers. Passengers feel extremely stressd and helpless after missing their flight. This gives a bad impression for the passengers and they are not going to be a return customer. For many, airports can feel overwhelming. In a busy, fast-moving environment, knowing where you need to be, at what time and how to navigate the airport labyrinth is crucial. Therefore this should be as simple and stress free as possible. Take a look at the original boarding pass., the most useful tools designed in a collection of strangely ordered acronyms, oddly formatted times and numbers and sequences that demand significant attention to decipher. Passengers
feel
jet-lagged,
uncertain
and
not
sure where to head amongst the thousands of other passengers trying to reach their gate.
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Changi Ticket My project is to help CAG to reduce the amount of passenger delay by giving more clear information . Give the passengers a memorable departure experience.
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Key information
Background - Colour of Changi Airport. - Connect the world
New boarding pass -Changi TicketMy concept is to design a new boarding pass for all the passengers who are going to departure at Changi Airport. The Changi Ticket naturally folded to the size of your passport. No more bends or breaks. The format of this Changi Ticket use the same result, same dimentions of airline boarding pass. Key information are just a glance away. A portrait orientation to reduce line length of information and make it easier to find and read. The whole Changi
Ticket is printed in purple background and simple free flow shinning lines This represent the colour of Changi Airport, it is a gift card of Changi even a memory in Changi. The flight information is printed in white, it stands out in the dark background and does not increase cost implications of printing.
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Product Process
Check In - 2hours before boarding
Departure Hall - Check Boarding Pass - Give Direction
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Duty free G55
Departure Hall - Remind Timming - Friendly Warning (NO SHOPPING) - Give Direction
Take Off On Time - On time - Queue for boarding
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Security Fears
GETTING READY EZEKIEL LOY
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PEOPLE EXPERIENCE A SENSE OF FRUSTRATION & APPREHENSION WHEN THEY SET OFF THE SECURITY BUZZER.
Presently, it has been found out that 7 out of 10 passengers have lost at least $100 SGD worth of valuables while passing through the security check in. It has also been found out that 10 out of 10 passengers are frustrated when the primary security buzzer sounds on them and they have to be manually checked by a security personnel, which many feel violated, reluctantly going through it.
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What are the frustration during security check in? High chance of items being lost or left in security scanning area. Feelings of violation when passengers fail the primary security scanner and have to go through a secondary manual security scan.
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SCAN A BREEZE A wall mounted self screening secuirty scanner which allows passengers to be sware of the items which will sound off the primary security buzzer and therefore gives them the opportunity to pre-pack before they enter the actual security area.
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Concept explanation The passengers approaches Scan a Breeze, which is located between the departure gates and just after the departure shopping gallery. A full green person is reflected on the acrylic screen if no metallic object(s) are found on the passenger. If there are metallic objects found on the passenger, the human icon will appear amber with red dots appearing on the human image on places which the metallic objects have been detected at.
Through the use of Scan a Breeze, the passenger gets well informed information on the types of items that he or she is carrying on his or her body that will sound off the primary security scanner. He or she will be able to better prepare his or her items to be placed into his or her bag. In this way, the passengers will be able to pass through the primary security scanner without the buzzer sounding off, thus avoid having the need to go through the security manual scanning.
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Enhancing Directories
AIRPORT NAVIGATION Syamimi Mokhsin
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“People get lost despite many maps and signs around.�
The airport is a place where people from all over the world navigate around their surroundings, be it a local searching for a place for dinner or a foreigner in transit looking for entertainment. The directories and signs are the most important means of conveying these information. When these are taken away, there would be disorder and confusion. In Changi Airport, there are many types of directories and signs. There is the large directory where is shows the whole layout of the terminal, and a smaller one which shows a single floor’s layout. The signs at Changi Airport are colour-coded according to categories, namely yellow for places and blue for services. Research showed the smaller directory is less useless as it is too brief and the larger one took them time to find exactly what they want. 17% of Changi Airport goers self-search for directions and 11% by asking passersby. 72% of them flock to the information counter, where they would get their directions in detail easily from the staff. This behavior creates crowding at the counters, especially during peak periods. In addition, majority of the airport goers are not aware of the colour codes of the signage, which makes it deemed useless.
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Directories and signs
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CHANGI SIDEKICK Enhancing navigation for a more pleasant experience.
Changi Sidekick in use
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EXSPE-92
ESFRE-55
Concept Explanation Changi Sidekick is a mobile application that simplifies directories as well as giving users opportunities to explore Changi Airport. To keep up the pace with the tech-savvy generation, a mobile application is the perfect tool to communicate with them. This application’s key feature are the robot characters that the users can choose or be assigned to, according to their preference. These robots will lead the user in navigating around the airport. For example, ESFRE-55 is a
robot that likes to take it slow and easy. She likes to chat and point out landmarks as you go. EXSPE-92 is a speedy robot that will help you get to your destination in the fastest route possible. He suggests you to hurry up your pace or you’ll miss your flight! The robots are characterized to interact with the users in a friendly manner and in addition to that, they are programmed to manage the user’s time in the airport.
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Product Process The other two key features are the ‘Navigate’ and ‘My Flight’ options. Navigate divides the sections of places for easy search. This will eliminate any time wasted searching for where you exactly want to go. My Flight will display the airport’s flight information. The user will key in his flight number and the robot will guide him. These two options will lead up to the navigation interface. The user can also look at the different robots that fits their situation, either when they are rushed or are taking their time.
Application options 68
Scenes from the navigation interface 69
Transit Hall Refreshment
A BETTER TRANSIT EXPERIENCE Kaera Chen Dan
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Transit waiting time make passengers feel tired
Survey and observation show that most of the transit passengers are not willing to go elsewhere apart from waiting outside the boarding rooms and lounge, because they are afraid that they might miss the announcements of changing of gate number, sometimes even afraid of missing the flight once they are not anywhere around the boarding area. A lot of the the transit passengers are taking long flights. Because of the long flights, they are all too tired to go anywhere, so they will prefer to stay somewhere to rest. But as they wait, they get tired and needed some refreshment. Most transit passengers do not have water or a bottle with them, but realised that what they wanted most was a bottle of water to quench their thirst as they wait. The places to get a bottle of water are perceived to be far away from the place the are waiting. So based on this insight and findings, theres a need for refreshments to be provided to these passengers, at the same time within their area, ideally somewhere they can easily go to, without needing to go too far away or missing the announcements.
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CHANGI OASIS Providing quick and easy refreshments for transit passengers
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Changi Oasis is a water bottle that has our Singapore’s iconic Changi tower on it, and the bottle is to be distributed to passengers transiting along with Changi airport group. So the bottle is designed to be a physical form of memory, a souvenir for the passengers to bring along with them and to show people that they had travelled to Singapore. Changi Oasis is not only just a souvenir, it also let the passengers use it to refill the water at the nearest water cooler, so that they don’t have to specially bring water bottle with them because it is provided. Letting them feel refreshed with water during the wait provides the closest and warmest touch that Changi airport group can give.
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1. After a long flight, passengers arrive at Singapore as a transit point.
2. When they get off the plane, they will see “changi oasis” bottle of poster on the jet bridge.
3. Transit passengers can go to the lounge counter, show their ticket to the staff and get the “Changi Oasis” souvenir water bottle. 76
4. Self-service refreshments counter available in lounge after exchanging bottle.
5. Water cooler available outside boarding gate for their convenience.
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Travelators
ENHANCING SAFETY FOR CHILDREN Dawn Ang
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Danger is a misstep away
There are many images of people on travelators on Instagram, videos of people doing tricks and running around, showing that the travelators are a key spot in Changi Airport. It is however dangerous, when people run and play about on them, especially for younger children. Children see it as a form of ride or game when they step on it. It can be fun, but unsafe and is advised to stand still on travelators. Obversations at Changi Airport show that 85% of the parents hold their child’s hands or carry them in their arms. Parents are worried for the child’s safety. As children do ot understand the safety steps while they are on the travelator, the steps has to be converted in a way that they will follow.
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TRAVELIGHTS A sensor activated light that serves as a form of distraction and safety for children on the travelators.
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Concept explanation If a person stands on the travelator for more than 3 seconds, the sensors will light up. Every other 3 seconds that go by, the lights will change into a
different colour, and as it is approaching the end of the travelator, the lights will go off so the person is aware and will exit the travelator safely.
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Airport Transit ENHANCING ENGAGEMENT BETWEEN PARENT AND CHILD Muhammad Redza Bin Redzuan
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Lack of interaction between parent and child
Parents would just place their kids on the trolley and move from point to point on the airport terminal ground or the kids would just run around. This act does not involve parent and child communication and lack of interaction between both parties. Parents may give their kids their smartphone for them to play with as a form of distraction to ensure that they do not misbehave until they reach the departure gate. The entertainment deck is not the most favoured solution for parents to bring their kids to because it would be a time consuming activity. They might either lose track of time or their kids would not want to leave after getting too engrossed playing. The trolley seems to be an easier from of child control in the airport, preventing the kids from misbehaving and also a smooth journey from start to end point.
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PIT SCAN ADVENTURES Navigating/interacting in the airport in a more fun way with the trolley.
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Concept explanation Graphic posters on the terminal grounds with different scanning pictures at each places for users to scan and complete the journey from checking in all the way to the departure gate as they move from point to point. It acts like a pit stop for trolley users to scan the pictures. After the code is being scanned, an animation will be played on the phone from the iChangi app. Parents could use this as a form of engagement with their children before reaching the departure gate. Also, new travellers can also use this feature to navigate easily.
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Product Process The journey app feature is a form of an alternative for child engagement and interaction between parent and child. Initially, it was an augmented reality app that helps the user navigate in the airport terminal. The trolley serves as a stand for the user the place their phones at a side handle at a child’s height. This encourages the child to be the captain of the journey from start to end, guiding the parents with the directions. However the process is then simplified to an iChangi app feature with no handle at the side of the trolley for mininmal modifications. This app navigation acts as positive distraction for the kids instead of them being bored while going from start to end point of the airport.
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There are different images on different poster as a form of checkpoint thumbnail to the next. The first poster will be located after the user checks in. The others are located around the airport terminal area and lastly will be at the respective departure gate as an ending. The posters will not be scattered randomly but will be placed at places where passengers would walk from the check in counter, to the shops, attractions and all the way to the departure gate before flying off.
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Transitions to ground transport
ACCESSING GROUND TRANSPORTATION SIM FANG YING ESTHER
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TRAVELLERS ARE FRUSTRATED WHILE WAITING AT THE BAGGAGE BELT
The average time for baggage to travel from the plane to the baggage belt is approximately between 12 minutes to 15 minutes. As baggage collection signifies the end of the airport journey, travellers expect their baggage to be out on the baggage belt after they have cleared immigration. However, there are no indications of when the baggage will be available. Apart from waiting aimlessly at the baggage belt, passengers can make use of the waiting time more fruitfully like going for Duty Free Shopping and also handling basic amenities.
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Body posture to display frustration/impatience.
Travellers waiting in silence at the baggage belt. 95
TakeMeThere Optimising Ground Transportation For Travellers
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TakeMeThere As A Concierge/Assistant TakeMeThere aims to help travellers plan for their transportation to places in Singapore. TakeMeThere exist as a kiosk whereby travellers select the places they would like to go and the kiosk will link them to the suitable transport they could take. After obtaining the required information, a slip will be printed out for travellers to keep and this slip includes the destination and the mode of transport required. Graphical prints will be printed on the slip and it serves as a form of souvenir for travellers to keep.
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Product Process When travellers arrive at Changi Airport, they have to clear immigration. Upon clearing immigration, they proceed on to the baggage belt area to wait for their baggage. After collecting their luggage, travellers are able to start planning for their transportation at TakeMeThere. They select their destination followed by their preferred mode of transport. Upon selection, a travel slip will be printed out for travellers to keep. Travellers are able to refer to the slip to get to their transportation. For example, if a traveller decided to head to Raffles Hotel Singapore via a limo taxi, he hands the slip that states the destination over to the driver and the driver will take him there.
Traveller clears immigration upon arrival in Singapore
Travellers proceeds on to baggage belt
Traveller waits for baggage to be available on the baggage belt
Traveller collects personal luggage
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Travellers walks to TakeMeThere kiosk
Starts to use the kiosk to plan for transportation
Traveller receives customized travel slip
Limo taxi has arrived. Traveller boards the taxi that was booked through TakeMeThere.
Slip is torn off and handed to the driver.
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1. Select language
2. Select category
3. Select hotel 100
4. Confirm destination
. Select mode of transport
6. Print travel slip
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Encouraging Good Etiquette
TROLLEY RETURN Leong Jun Hong
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Passengers find returning trolleys ambiguous
Currently in the Arrival halls, there is a lack of trolley signage regarding returns. This is observed at the escalators located before the immigration customs. Users would park anywhere and sometimes based on the person before them, they follow suit under the heard behavior. Trolleys are managed by staff that wait for passengers to arrive. These staff would round up trolleys and send them back the initial collection point at holding gates. To sum up the situation, users that push trolleys are well informed about not bringing the trolley down to the customs level. However, due to lack of signage and users unloading carry-on/loading young children into strollers right before escalators. The result is a haphazard trolley deposit located around the periphery of the escalator landing.
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Affected area around escalator
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What are the common behavior patterns? Research And Synthesis
T2
SLOW
behavior map legend frequency not very often
all the time
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listed behaviors transfer passengers crossing paths with arrivals families waiting for one another seating of children into strollers staff clearing carts groups making decisions at the escalator crowding around tour booths stopping to unload right before escalators slowing down right before escalators with carry-on taking and returning from trolley train made by staff
most impactful behaviors
Behavioural map on users of the escalator
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Corral Contester A trolley corral placed in the open area next to the escalator. Two large displays show off bright and recognizable brands/themes and invites users to return trolley also support their favorite themes.
Display and corral in use
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Render with trolley for scale
Concept explanation The concept works like a tip jar with a twist. Passengers who prefer a certain theme/brand/superhero would be inclined to park at that lane of the corral. The displays would show two related themes that are opposite of one another. An expample would be Apple vs Android and when a passengers makes a return they get feedback from the displays. Passengers feel good that they supported their favorite OS, Changi Airport Group gets to manage their trolleys easily and finally, better flow of traffic down the escalator for everyone. 109
Baggage Claim
PASSENGER DISTRIBUTION Amirul Adli
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People’s access are blocked by gathering crowds
50% feel that the main issue they face at the baggage area is other travelers blocking their access. 3% are unsure of the waiting time for their baggage. 47% find spotting their baggage the main problem 77% would prefer to stand at the middle point of the baggage belt while 23% have no particular preference. 70% feel worried than 30% feel tired while anticipating
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STEP and WATCH People interacting with visuals
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Concept explanation Video of upcoming key events will be played on the projectors. The number of people stepping on the decals will affect the speed in which the video is being played. This will encourage people to spread around the baggage belt.
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The Diploma in Experience & Product Design specifically aims to train students to develop meaningful, relevant and unexpected outcomes, through purposeful questioning and effective communication. The team wishes to extend a heartfelt thank you to our representatives from Changi Airport Group for extending their courtesy to make this project happen
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The Changi Airport Group Team Shirley Tay Edmund Ng
The Arrival+ Studio Team Amirul Adli Bin Sulaiman Dawn Ang Yee Suan Clifford Bok Chen Dan Leong Junhong Amanda Leow Loy Wei Ezekiel Muhd Redza Bin Redzuan Sharifah Syamimi Binti Syed Mohksin Shen Yun Sim Fang Ying Xavier Teo Wong Yiyen
Representative: Clifford Bok Secretary: Chen Dan Principal Editor: Xavier Teo Layout: Wong Yiyen Editorial: Sharifah Syamimi Binti Syed Mohksin Sim Fang Ying Principal Photography: Chen Dan Photography: Wong Yiyen Mohd Reds Dawn Ang Studio Lead: Ng Teck Tiong Studio Tutors: Winston Chai Wai Yuh-Hunn
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