Part of our team visited the Brisbane Airport Domestic Terminal on Saturday 21st March to conduct user research. We used a range of user research methodologies, including natural observation, in-situ interviews and tracking.
Wayfinding
- People would look at the flight information screens for long periods of time.
- There are many signs, from the airport, from the Airtrain, from the airline, etc. It's easy to become confused and not find the specific information you are looking for.
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| Signage outside of domestic terminal - quite confusing |
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| Flight departure display |
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| Announcements cannot be heard in all areas of terminal |
Waiting
- People sitting on the floors, huddled around power points to charge devices
- People laying / sitting on the floor while waiting instead of sitting in seats
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| Charging phones around the internet kiosk (not actually using the computer) |
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| Sitting on the waiting to board - not enough seating this in area |
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| Sitting and repacking luggage on the floor near check in area |
Baggage claim
- Passenger arrivals checking each baggage carousel as they were unsure where to pick up their luggage
- People calling friends/family to update them about their status for getting picked up, and not knowing how long it would take to collect bags
- People standing around the carousels instead of sitting. Many ended up standing for upwards of 30min as bags were delayed caused by the storm.
- People picking up the wrong bags and having to put them back onto the carousel
- People pushing through the crowd to get their bags, sometimes almost missing them as they went past.
- Crowds around the middle section of the carousel, and not many at the ends.
- Matt and I did participated in the process - we waited for a Cairns flight to arrive and disembark, and followed passengers to baggage claim. The walk from the arrival gate to claim was fairly quick and easy to follow (about 5 mins). None of the display screens showed the Cairns flight number, so there we were confused about where the Cairns baggage was to be picked up (there are only 3 carousels, all were stationary). We stood around for about 20 minutes as the baggage claim area got more crowded with other arriving passengers from various flights. There was an announcement that bags were delayed due to the storm. We waited another 15-20 mins. One of the baggage carousels started, the carousel's screen displayed the Hobart flight number only, but passengers from the Cairns flight got their baggage off this carousel too.
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| Crowds around the middle of the carousel |
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| Waiting for baggage - people standing in the middle of thoroughfares |
Other
- We passed through security section very quickly and easily. Although it was fairly quiet at the airport that day and we weren't carrying much on us.
- Some of the announcements were hard to understand, and some sections of the airport do not broadcast flight announcements.
- Two taxi ranks exist 1 and 2, however only one was in use
- Kids were running around, making games in the seating and pedestrian areas
- Baggage / Landside area had no shopping or activities to pass time
Some general feedback from people we interviewed:
- Woman in transit - waited 2 hours for connecting flight, delayed due to storm:
- Liked Brisbane airport as it wasn't crowded
- thinks all airports are the same
- sitting on the floor next to powerpoint to charge her phone
- wants more charge points
- Woman waiting to board flight:
- "airports are the same"
- doesn't like waiting
- doesn't like walking on the tarmac to board flight.
- Group of people waiting at baggage claim area:
- wish there were more TVs so they can watch something while waiting
- more places to buys food while waiting
- cleaner toilets
- background music
- more seats
- Male, late 20's, semi-professional, Irish ex-pat:
- Irish ex-pat who has worked in Australia for several years
- Heading back to ‘home’ for a holiday
- He was found sitting on the ground, against a wall
- The wall had a power outlet, which was connected to his laptop
- He suggested power supplies built into comfy seats
- Other observations made
- 2 elderly ladies during check in
- Physically shaked their heads on the approach to the computer screen
- After starting the program, the attendant came over to help
- The ladies started talking to the attendant, quoting their flight number, while the attendant pressed the screen
- There appeared to be confusion and the attendant directed the ladies to the bag-drop desk, without a ticket being dispensed
- During the bag drop, one of the ladies appeared to be struggling to lift their bag onto the conveyor
- Lifting with outstretched arms, with weight of up to 20kg, with a body of potentially weak bones is a major OHS issues
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