A team visited the Brisbane Airport International Terminal and Christchurch International Airport in April and conducted further user research. Both natural observation and tracking user research methodologies were used.
Brisbane International Airport
A team visited the Brisbane Airport International Terminal and Christchurch International Airport in April and conducted further user research. Both natural observation and tracking user research methodologies were used.
Brisbane International Airport
7/4/15, approx 6pm, Departures
Signage
display screens list walking time to gates
Christchurch International Airport
7/4/15, approx 1am, Arrivals
Customs
e-passport (very quick)
Baggage claim
-
approx 45 people waiting
-
7 using phone (1 on call, 6 scrolling)
-
wait for bags approx 3-5mins from customs
approx 45 people waiting
7 using phone (1 on call, 6 scrolling)
wait for bags approx 3-5mins from customs
Security
long line but moved quickly
Waiting area
-
seating - individual chairs with arms joined up into benches
-
approx 25 people waiting
-
unable to lie-down, 2 people lying on floor using bags for pillow
seating - individual chairs with arms joined up into benches
approx 25 people waiting
unable to lie-down, 2 people lying on floor using bags for pillow
Christchurch International Airport
13/4/15, approx 3pm, Departures
Signage
departure/arrival signs colour coded
Check-in
kiosk + bag drop, very quick
Security
fairly quick but waiting behind passengers who were unfamiliar with procedure slowed things down
Customs
e-passport (very quick)
multiple kiosks allow you to ‘overtake’ slower passengers
Waiting area (approx 1.5 hours)
Seating (range)
-
joined chairs with armrests/bench
-
armchairs
-
3-4 seater couch (long enough to lie down on)
-
two different styles/material
joined chairs with armrests/bench
armchairs
3-4 seater couch (long enough to lie down on)
two different styles/material
Entertainment
-
giant chess set
-
free wi-fi
-
internet kiosks (pay)
-
massage chairs (pay)
-
people playing catch in passageway when there weren’t many people around
-
arcade (pay)
-
limited retail + food options (lots more options on other side of security)
giant chess set
free wi-fi
internet kiosks (pay)
massage chairs (pay)
people playing catch in passageway when there weren’t many people around
arcade (pay)
limited retail + food options (lots more options on other side of security)
Observations (seating area at one gate)
-
22 people
-
magazine - 2
-
phone - 9
-
tablet - 2
-
sleeping - 1
-
talking - 4
-
playing - 2
-
eating/drinking - 2
22 people
magazine - 2
phone - 9
tablet - 2
sleeping - 1
talking - 4
playing - 2
eating/drinking - 2
Other
directions to external attraction (antarctic centre) with path markings on ground
Brisbane International Airport
13/4/15, approx 6pm, Arrivals
Security/Baggage Claim/Customs
-
approx 5mins to get off plane and through Customs
-
7 baggage carousels
-
1 in use, already crowded with people from previous flight (flight 1) when flight 2 arrived
-
6 flight numbers from 4 different airlines on monitor
-
after previous flight had cleared approx 5 mins for first load of bags (approx 10 bags) to come out
-
then another 15 mins before any more bags come out
-
passengers were restless and annoyed
-
multiple overhead announcements but not relating to why bags delayed
-
another flight landed (flight 3), directed to second baggage carousel
-
bags for flight 3 were unloaded before majority of bags from flight 2
-
customs which was previously nearly empty now has 2 flights of people coming through
-
passengers noticeably annoyed and tried to rush in front of each other to get ahead in customs que
-
can’t use phones until passed customs so cannot contact people who are collecting passengers to notify of delay
approx 5mins to get off plane and through Customs
7 baggage carousels
1 in use, already crowded with people from previous flight (flight 1) when flight 2 arrived
6 flight numbers from 4 different airlines on monitor
after previous flight had cleared approx 5 mins for first load of bags (approx 10 bags) to come out
then another 15 mins before any more bags come out
passengers were restless and annoyed
multiple overhead announcements but not relating to why bags delayed
another flight landed (flight 3), directed to second baggage carousel
bags for flight 3 were unloaded before majority of bags from flight 2
customs which was previously nearly empty now has 2 flights of people coming through
passengers noticeably annoyed and tried to rush in front of each other to get ahead in customs que
can’t use phones until passed customs so cannot contact people who are collecting passengers to notify of delay
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