Wayfind Heathrow

Part of

Stress-free airport, spatial wayfinding

MA 2024

Keywords

Spatial design, experience design, airport, interior, navigation, five senses, multi-sensory, holistic, user-centric design

Overview

Redefining the airport experience, the Wayfind Heathrow project prioritises passenger comfort and reduces pre-flight anxiety through a multi-sensory design approach. By enhancing ease of navigation and promoting a sense of calm, it aims to balance operational efficiency with passenger well-being, setting a new standard in airport design.

Collaboration

This project is grounded in a strong collaboration with two key stakeholders: Heathrow Airport and British Airways. These partnerships are instrumental in bringing the vision of a redefined airport experience to life, specifically within Heathrow Terminal 5, home to British Airways. Together, we are not only reimagining the physical space of Terminal 5 but also reshaping the entire departure experience.

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The airport experience has become an integral part of every traveller’s journey, the focus on maximising passenger flow often leads to overlooking passenger comfort and ease of navigation. This oversight, coupled with heightened stress levels, can result in travellers getting lost, potentially causing missed flights and significant time loss.

How might we develop streamlined departure systems to reduce pre-flight anxiousness, thereby enhancing the overall airport experience?

In response to the challenge, my project aims to redefine the airport experience that prioritises passenger comfort and alleviates anxiety through a multi-sensory design approach. I envisioned airports as spaces that not only ensure efficient passenger flow but also promote a sense of calm and well-being, enhancing the travel experience from the moment passengers enter the airport until they board their flights, ensuring that every journey begins on a positive note.

This approach is rooted in service design research, where I analysed passenger behaviour to develop insights. By minimising pre-flight stress, I seek to improve overall customer satisfaction and contribute to a more positive and efficient travelling community, where happier and more relaxed passengers can better navigate their journeys and engage with airport services. Through this project, I aspire to set a new standard in airport design that harmoniously balances efficiency with passenger comfort and well-being.

Stress-free Airport Spatial Wayfinding

After passing through security, travellers will first encounter the central meeting point. Here, projection mapping on the floor provides directions and a sense of orientation, guiding them toward gates A, B and C. This area resembles a miniature park, marking the centre of the airport. As they proceed, distinctive landmark installations along the aisles direct them to their designated gate. On the way towards gates A, travellers will notice an increasing number of trees projecting the letter 'A', rock formations for gates B and bouquets of flowers for gates C.

Travellers can grab food and drinks along the way or shop for luxury brands, assured that they are continually moving closer to their gate. This layout eliminates the worry of getting lost or having to return from gate C to gate A for boarding. The landmark installations are strategically placed at every intersection and continue all the way to each gate.

Insights

Checking in early results in a long and boring wait in the departure hall; checking in late can lead to feeling rushed through security and increased anxiety. Both checking in early and late are problematic for respective reasons.
Passengers in a pre-existing bad mood can get further agitated by the poor airport service experiences, which can escalate their anxious feelings and increase the likelihood of missing their flights.
Journeying through Heathrow airport has consistently been challenging, reflecting the broader difficulties associated with airport experiences. Additionally, Heathrow often scores low in customer satisfaction.
Overcrowded, overstimulated, chaotic environment of sensory experiences in the departure hall: Excessive noise from people walking and talking as sounds echo off the hard surfaces of walls and floors, overwhelming scents of perfumes in duty-free shops, and lack of cohesive visual cues resulting in messy overall appearance

The design approach is driven by a multi-sensory journey aimed at reducing airport anxiety. Travellers can interact with installations, while refreshing scents create a pleasant and relaxing atmosphere. Sound-absorbing textiles reduce echo noise, fostering a quieter and less stressful environment. Projection mapping on the ground provides clear and intuitive visual guidance to the gates. Additionally, app clips serve as secondary touchpoints, helping travellers pinpoint specific destinations.

Impact

Enhanced traveller comfort increasing traveller satisfaction and attracting more people to fly from Heathrow
Reduced anxiousness and stress in travellers making the airport experience more enjoyable
Improved quality of rest help travellers to maintain a good mood and less likelihood of missing an update
Increased commercial opportunities to attracting business partners for potential collaborations
Strengthened brand image enhances Heathrow’s reputation as a customer-centric and innovative airport
Reduced pressure on staff enabling quicker problem-solving when prompted
Improved work environment as clear wayfinding and fewer complaints reduce stress on staff and increase job satisfaction, leading to a more efficient and harmonious workplace

SPECIAL
THANKS

This final research project has been a remarkable journey filled with ups and downs. It has challenged my critical thinking, problem-solving and teamwork skills, especially when working alone when my teammate did not contribute. Despite these challenges, I’m glad to have explored this topic for my project. Hearing others react positively, with comments like “they need to make it better” and “I think this would be transformational,” made me feel validated and assured that I’m doing something beneficial and meaningful.

At the end of the day, my goal is to always create designs that positively impact and change people’s lives. I see the potential in this project to achieve just that. The positive feedback from the public event, the outstanding visual impressions, and the multi-sensory experience solution quickly spread through word of mouth among industry partners, leading to more inquiries about the project and a desire to see it implemented in real life.

Aside from the project, I am truly grateful for all the feedback and support from my tutors, especially Hoda Judah Armani, who has been so supportive and understanding when my motivation doesn’t seem to be smooth sailing from time to time. Over the past year, I have learned so much and am proud of this project despite not having the most ideal outcomes. Thank you to my tutors who have guided and pushed me throughout this journey. I will hold these memories close to my heart.

Team

Charles Yao

charles.yjx@gmail.com

07903216202

Portfolio

Approved