THE BAD LOBBY EXPERIENCE enhancing the waiting lobby
I’m focused on improving how we:
navigate through this space,
interact with this space, and spend time in this space.
Improving the waiting room experience prototyping new environments for waiting Cargo for Nomads Design research andand proposal Prototyping new states for work travel Design research and proposal for a senior capstone project for a senior capstone project by Joshua Lindman
http://orrdesign.wordpress.com http://lindmancargo.wordpress.com A final deliverable for IDES 431 Design Theory + CapPrep - Fall 2012 coordinated by Jason Lempieri and Jonas Milder
Industrial Design Program http://www.id-uarts.org School for Design College of Art, Media, and Design Š 2012 University of the Arts 320 South Broad Street Philadelphia PA 19102 http://uarts.edu
primary research
what happens in a lobby? waiting transitioning communication
uniting /gathering
relaxing cool down/warm up
reading
what is allowed
what isn’t allowed?
raising voice sleeping drinking yelling eating eating talking on the phone crying reading/texting exercising kissing talking undressing playing laying down
primary research
Ainye j. theatre student, in philadelphia PA age: 20
What about this environment makes you feel comfortable? I like that area in the back over there next to the fire-place. It’s dimmer, I’m less in the spotlight. It looks warmer.
And why is that?
Because it’s less exposed, the lights aren’t so bright and there’s a little area to sit. I like the clustered furniture and decor, there’s texture and dimension in that area.
Why don’t you want to be exposed? People could see my imperfections. I am hidden over there, it makes me less nervous. When I get nervous it makes me hot and the only way I could be comfortable is if I could take my clothes off, sweat makes me uncomfortable.
What else makes you uncomfortable?
When my imperfections are put on blast, this cleared-out space and bright sterile floor with reflections, it’s too stark. The white colors of the marble floor and walls make me skittish on this side of the room, too. Way too sterile and clean. I like warm colors and soft furniture.
“There is no place I can go that feels as comfortable as home, I like to identify my own space. I like the feeling of leaving the rest of the world and entering my own”
Interviewed while in this hotel lobby:
Matt g-k food prep/restaurant employee age: 27
“I just come up and ask the representative where things
are over and over again”
Interviewed while in this hotel lobby: What about this place makes you feel comfortable? not too much, actually. I guess the chairs and couches over there.
Why is that? because it’s out of the way, no one will look at me and wonder why I’m here.
Why don’t you want to be noticed? I don’t like to feel like I don’t have anything to do, I need to listen to something or watch something so that there’s a focus. If not than maybe people with focus on me. When the focus is on me, like out in the middle of the floor, I get overwhelmed in that space because there is too many options and choices.
Why are there so many choices? Because I’ve never been here before, and I wouldn’t know what to do. I don’t want to mess up in front of people because it’s my first time. This environment is so unfamiliar to me, If you weren’t here I would probably ask the person at the front desk up there where to go. I don’t know what to do when I’m that overwhelmed.
primary research
Bes e. grad student in portland, maine age: 25
“I don’t like feeling overwhelmed [in public space] and not knowing how to act or what to do.”
Interviewed while in this hotel lobby: I like when a lot of people rush in and fill the lobby, I can go into the background. Because then the attention is diverted from me, and why I’m here. When I’m just standing here I don’t know what to do. I like it when there’s something to focus on, when the activity is clearly defined. But when I’m just waiting, I don’t know what to do. There is too much focus on the individual, sometimes public environments such as bars and cafe’s put too much individual pressure and focus on each person on each other unless there is an event happening such as watching a sport game. This shifts the focus from individuals to a group-activity. Without this it is uncomfortable to speak loudly without someone looking at you. Sound doesn’t matter, it’s not about a singular sense it’s about the overall focus.
Aimee g. 3D printing technician
“I usually just ask right away [when I enter], I don’t want to waste my time”
age: 23
Interviewed while in this hotel lobby: What about this space makes you feel comfortable? I like the whiteness of this open space, it makes it feel cleans. Although over there in the sitting area it looks so fake.
What do you mean? Well in large open space like this it’s nice for things to feel clean and fresh, but I feel like the sitting area is dirty because of all the mixed colors and patterns. They’re too complementary, It’s giving me a headache. In intimate space at home this would work, but not in a public environment.
What is the difference to you?
This situation we are in is out of my control, and that makes me feel uncomfortable. I like neutral colors and white open space when I’m in public, and I like warm colors when I’m home in space that I control. I don’t even want to feel at home here, I don’t like that it’s trying.
primary research
All Informants
Ernest b.
Pat v.
dance student brooklyn, NY age: 21
pizza chef age: 22
What makes you comfortable in space?
What makes you comfortable in space?
Comfortable is either really packed or really secluded. big spaces should be open and smaller spaces should be filled with people. I’m also comfortable in dim or low lighting with friends and familiarity like at a party.
Comfortable is not enclosed audio - but not too much nocomfort direct source is:of sound - this makes me feel more connected to environment ambient sound consumes you - all encompassing experience. natural light is preferred, if not reflection and interaction with light.
What is uncomfortable? Uncomfortable is when there is nothing to focus on, when there is no event for everyone to watch if you are in a small group of people in a larger space. bars make me feel comfortable because i’d inebriated, and also the lighting sets the mood.
Why is that? Environmental lighting has everything to do with the crowd it attracts. sport bar lighting is different than other types of bars’ lighting, and I think dim lighting attracts older people and brighter lights attract a younger audience like clubs and sports bars.
What makes you comfortable in space? Uncomfortable is if I can hear my heartbeat - if it’s too silent I feel isolated no echoes - deprived of senses on converse.
What makes you comfortable in space? wIf too many people are talking at once it’s frustrating such as loud restaurants and when you can’t listen to everyone who is speaking.
Ryan h.
father and lawyer philadelphia, PA age: 41
What makes you comfortable in space? Comfortable is adjustable and cushioned chairs. Rooms with calm colors such as white or off white walls. The walls are very crucial to me, they make the space. It is defined by the walls. They are the barriers of vision.
Can you describe uncomfortable in space? Uncomfortable is when tables and chairs don’t match up in height and size. Also when a chair is very minimal, small, and hard it’s uncomfortable.
When does this happen to you? It happens when you’re crammed with other people without a focus or activity is uncomfortable. Waiting to do something without being offered seating is tough, or when people don’t know where to stand in line. Sometimes this happens in dr offices but sometimes in restaurants when you’re waiting to be seated there can be anxiety built.
chairs. off white hey make the the barriers
don’t match s very able.
her people ble. Waiting ating is to stand ces but aiting to be
comfort is:
Becca g. film student in san francisco, CA
couches/soft elements sound/music soft furniture
uncomfortable is:
bad (fluorescent) lighting hard chairs
age: 60
age: 20
comfort is:
Kyle k.
audio production philadelphia, PA
open space high ceilings off- lighting visual
uncomfortable is:
low ceilings feeling squashed/ trapped crowded/narrow space
human resources portland, MA
age: 24
Micah b.
animation student syracuse, NY
age: 22
Michael o.
graphic designer corning, NY
uncomfortable is:
comfort is:
uncomfortable is:
plants soft elements earth tones/palette diffuse lighting alcoves
an interesting focus center/fountain to view others in space
hard surfaces sharp/fluorescent lighting large square rooms
too quiet with other people / no visual or audio interest focus on individual
age: 66
age: 31
Andrew o.
Linda o.
mother/maker tioga county, PA
comfort is:
comfort is:
uncomfortable is:
comfort is:
uncomfortable is:
fluorescent lighting having personal too close to other people safe area broken facilities Mike t. community space unshared space design student necessities available like-minded philadelphia, PA community age: 22 open space
informal/personable gray metal chairs warm colors unfamiliar warm lighting wooden elements/ chairs
Billy w.
military computer tech. in bensalem, PA
age: 25
comfort is:
uncomfortable is:
music ambient lighting familiar crowd
seating doesn’t fit tables awkward height lack of space/tight proximity
comfort is:
uncomfortable is:
loud music mellow music bad smells well-lit smells within space dirty dimly lit
primary research
what is uncomfortable?
(largest words were the most popular reasons to be uncomfortable to users polled)
what is comfortable?
(largest words were the most popular reasons to be comfortable to users polled)
primary research
specific uncomfortable spaces bars and cafes waiting to be seated art stores h&m cars tight hallways loud bars lobbies grocery stores elevators dr offices waiting lines
what space?
secondary research
space influences behavior and is unnoticeable to most users
types of space -
public (indoor/outdoor) professional intimate types of public space community consumer historical/educational
secondary research
consumer space
3 spaces of same/general purpose = coffee
Cake and the Beanstalk 12th and Locust St
Good Karma 10th and Pine St
Boars Head Convenience 6th and Locust St
human behavior within space
Cake and the Beanstalk - happy customers Color- contrasting,warm orange and blue
Lighting- lit by natural light through windows, and spot ambient lighting
Proximity- tight space, 3 foot hallway space, long hallway opening sitting room counter to order is very close to entrance Menu Placement- in natural line of vision/low and straight in front of you
small + clear layout customers show little confusion in process to order
secondary research
human behavior within space Good Karma - confused customers
Color- light green, white and off-whites
Lighting- natural light and large bright lights on ceiling
Proximity- spaced out tables, counter to order is far away from entrance. this adds confusion to the waiting line, very disjointed line causes confusion Menu Placement- off to the left side and above natural line of vision, leaving tomers searching for area to order cus
spacious + cold + empty proximity of chairs may be so far apart it distances people too much
Boars Head Convenience - confused customers
Color- white and brown
Lighting- fluorescent and natural lighting
Proximity- tightly packed shelves and isles, many different heights of shelving there’s a pillar to the left as customers order blocking the hallway that leads to sitting room Menu Placement- straight in front and above as customer orders and pays
view from this point
jumbled + cramped allows for zig-zagging filled with many packed isles
secondary research i’m interested in everything in between the consumers entrance and exit enter
find menu identify line/where to order
place order
interpret menu/decide
receive wait
coffee shop airport restaurant theatre
enter
appointment hotel
called upon/ buy tickets
locate box office wait in line
look for front desk/line enter
retail pharmacy
locate restrooms seated
locate entrance
wait in line assess wait/
find elevators/ parking called on/ check in
locate room
human behavior analysis - inside politics of space? kimmel center - lobby space look straight back & up. lots of open wandering space. ticket booth located off to sideunnoticeable
double-tree - lobby space look towards the front-desk, which is usually the place they need to go. it is a large space that is sectioned off into smaller areas with added soft elements, brings back to human-scale.
secondary research if buildings could speak - People In Places Exercise 3 consumer spaces on the same block - S. 4th St.
very clear
not clear
Store Front- hand-made wooden patchwork
Store Front- thrown together, unintentional
Store Front- plants hanging, organic brands show
Building - old, run down row home
“display�
from inside on shelves, warm lighting from inside
Color - bright red
Building - run down row home
Building - dated facade, free standing
Style/Added Elements - intentional window
Color - neon blue
Color - faded pink, rusty metals
display/west coast brands of apparel
Style/Added Elements - eclectic/elaborate
Style/Added Elements - benches outside,
Communicates- young/hip/handmade/sporty
Communicates- quantity over quality, sloppy,
awnings, giant neon bottle sign on top
mixed styles, full of stuff
Communicates - friendly, home-town, trustworthy, community
designers determine who’s objective a design (object/ environment) will respond to.
space can be: clear or unclear
Jeremy Barbour architect designed grand central stations kiosks
not clear
and leaves consumers with a feeling
tertiary research space analysis: 20 questions why is it warmly lit? why are all the lights on? why is the door open? why does it smell like incense? why are the products out of packaging? why is everything so soft? why are you allowed to touch everything? who goes into this space? who is this for? who is this not for? why does it feel this way? why are the materials mostly natural? why are products clustered instead of given space? why is it mostly red and yellow? why does it allow such small isles? why are objects clustered together? why is the ceiling slanted? how long do people spend here? how closely do people interact in this space?
to be intimate because there is no 1 light source to welcome to give a feeling and attract certain customers less formal, creating living-room environment to encourage touch and comfort to create informal environment/conversation people who are interested in fair-trade and organic people who want to care for the world people who focus on warranties to encourage people to buy to give a feeling of hand-made and natural arranged in-formally and not elevated to high design warm colors is intimate and inviting not for a lot of people to create a scene and feeling to create an environment of “shack” roughly 20 minutes to 30 minutes very closely- encourages intimacy
ten thousand villages - walnut st
why is the color palette so limited? to be clean and streamlined why is it red and grey? to feel sterile why is there chrome and silver? feeling of new/future/technology why is everything at waist level? perfect leaning height why are people leaning? because they’re waiting to see a representative why do people come here? to get their phones serviced or buy a new one why is it carpeted? noise level control why isn’t there any natural materials? sterile and clean why is the lighting fluorescent? bright so you can see everything- no mystery why are there mostly adults here? because there is nothing at child’s level what would a kid do here? look up at counters and wonder why are they using so many graphics? people respect and come for certain brands why are there so many stations throughout the store? to break up sections due to task why is it set up like a maze? to lead you through- like a story why are there so many phones mounted on the wall? to allow you to play with products while waiting why is it cool in here? professional and formal what do people come here for? to get their phones fixed how long do people spend here? between 10 minutes and an hour how closely do people interact in this space? people keep personal space verizon store- market st
precedents
nic
Nokia World Conference Center Barcelona, Spain
esign
Lobby space/transition space is intended to tell a story, planned to deliver in time and physical distance. This environment is created to enhance this experience. teamed with MorrowSound True 3D.
www.cmorrow.com/portfolio.html
Steelcase lobby NYC Sensations: Sound, Light, Color – demonstrates the use of sound, light and color to create the feeling of well-being in living and working environments. Included award-winning Finnish design elements.
www.cmorrow.com/mobisite/portfolio-mobi.html
Four Freedoms Park – Lobby installation features drawings and photographs, for the upcoming ground-breaking of the Louis Khan-designed park on New York’s Roosevelt Island (35 years in the planning). The sound-scape features natural environments taken from the sounds of the island itself, recreated in the Steelcase Lobby.
precedents
http://www.whatruwaitingfor.com/about-the-waiting-room/
inspirations “People in Places, Experiencing, Using and Changing the built environment” By Jay Farbstein and Min Kantrowitz
As adult humans we view the world from a different perspective than adolescent humans. This is not only because our perception of the environment is altered with age, but also because of location of senses on the body. Most of our strong senses are located on or around our head. this means people at different heights perceive the world slightly differently.
“The Structure and Dynamics of Organizations and Groups”
by Edward T Hall
“Please Touch Merchandise” by Lawrence Williams and Joshua Ackerman
by Eric Berne
analyzing the idea of “group” and breaking down into categories.“open congeries” and “enclave”
culture informs user “we experience space through the expectations we bring to it”
“The Hidden Dimension”
“space is a system of communicating”
“people taking part were not aware at all that the tactile sensations were having any influence on them. Findings like these suggest that many touch experiences within retail spaces can shape how customers shop. Certain firms are using such ideas to good effect.”
continuing research
what happens in a lobby? waiting transitional
relaxing
communication uniting /gathering
cool down/warm up reading
how do you effect what is happening? Colors Colors create more than a scene. They’re loaded with symbolic associations and influence our moods and perceptions. Red and green are the predominant colors of the season, and while each affect us in different ways, both can push us to spend more, and spend in curious ways, over the holidays.
Touch Because we’re significantly more likely to buy what we touch, retailers carefully design stores with roadblocks and tactile displays that encourage shoppers to handle the merchandise. Recent studies show that what we’re touching can even alter our decisions regarding completely unrelated financial matters. For example, in one experiment people who held a warm pad invested 43% more money than those holding a cold pad. Our eyes are naturally drawn toward the center of displays, where retailers often place the priciest items. The second most alluring placement is just to the right of center, the spot where right-handed people are most likely to grab first. A smart shopper will also look down, up, and to the left, to make sure all options are considered before making a purchasing decision.
Music Traditional seasonal favorites like “Have Yourself a Merry Little Christmas” get people into the holiday spirit, which for most consumers includes an association with spending and generosity. More importantly, classic holiday music evokes nostalgia. Recent research shows that nostalgia elevates positive moods and helps people feel better about themselves. They feel more connected to others and sense more continuity and meaning in their lives. Nostalgia powerfully evokes the past in a rosy haze. Particularly in uncertain economic times, nostalgia transports people from the present back to a time that felt more understandable, more familiar and within one’s control. After all, no matter what your past was like, you know what happened next—and that makes life feel more certain. Being eased into a sense of comfort and warmth is a recipe for increased spending on gifts in stores.
Scents Smells make a direct hit to emotional centers of our brain. They have a unique ability to evoke moods and memories. It’s no surprise that Bloomingdale’s, Jimmy Choo, Hugo Boss, Victoria’s Secret, and scores of other retailers use scents to stimulate positive and associative moods and enhance our perception of their brands and products. Studies show that the right scent can increase our perception of the quality of products and brands. Certain smells—for instance, leather, lemon, vanilla, and baby powder in a shoe store—are also known to get people to stay out shopping longer. Pine, that quintessential holiday scent, can evoke a feeling happiness, earthy wholesomeness, and nostalgia. It’s just the right mix to get early holiday shoppers in the mood to buy. Another holiday favorite smell, peppermint, increases physiological arousal and engagement and heightens alertness among shoppers.
e
continuing research
s
by altering what you see what you hear what you smell what you taste what you touch
senses inform > testing touch
>
visual
>
audio
>
smell
>
taste
>
planned testing: suggested interaction enhanced participation experimental lighting proximity/arrangement of chairs alternative audio experience/trip texture and pattern choice/material choice food and drink offering specific enhanced scent placement temperature control/very warm and very cold
project timeline wk 1-4
manipulate space/test ideas
wk 5-8
prototype refinement
wk 9-12
test new prototypes in space
wk 12- graduate
refine prototypes/packaging