Tag: passenger experience


Brand, service, experience & expectations – an airport car parking illustration

Brand, service, experience & expectations – an airport car parking illustration

In delivering any service all the elements have to line up and work together in a consistent and coherent way.  This is even more important when delivering a value-add service that the customer is paying extra for – paying more will generate different expectations and if any of the parts fail to live up to that expectation then the dent on the experience is likely to...

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CCD wins Wayfinding Design for London Luton Airport

CCD wins Wayfinding Design for London Luton Airport

As part of its £100m redevelopment and investment programme, London Luton Airport (LLA) has appointed CCD to develop and implement a new wayfinding design which will cover strategy and signage design. Luton Airport is the UK’s fifth largest airport and aims to increase capacity from 12 million to 18 million passengers a year by 2026. CCD has been appointed following a competitive pitch and will be...

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Helping passengers by understanding their needs

Helping passengers by understanding their needs

Often the best ideas are the simple ones. For anyone catching a bus in London during the rush hour has probably experienced a mad crush on the lower level only to find that the top level is almost empty.  For some, they like the convenience of sitting or standing close to the door.  But for others, there the lack of visibility of what space is...

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Why can’t we get passenger information right?

Why can’t we get passenger information right?

Back in November Passenger Focus released it’s findings on what passengers needed when things go wrong; it didn’t paint a very good picture of how the railway industry handles problems.  The recently issued National Passenger Survey continued to show a high level of dissatisfaction amongst passengers. We know it’s not usually done well because of the recurring story from passengers when things go wrong is “we weren’t...

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iBeacons – should we be pushing or pulling content?

iBeacons – should we be pushing or pulling content?

iBeacons are causing quite a stir at the moment with a flurry of major companies, including airlines, retail giants and arts venues running trials and pilot schemes trying to work out how they can be employed, the benefits they may bring and how consumers react to the geo-position enabled devices. The key battleground, as we see it, is the contest between enabling customers to pull...

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CCD’s work on Passenger Behaviour at London Bridge Station in Wired

CCD’s work on Passenger Behaviour at London Bridge Station in Wired

Our work on Passenger Behaviour at London Bridge Station has been featured in Wired Magazine. The article focuses on how our research on passenger behaviour has informed the wayfinding design with insights into passenger movements and decision points. You can read the article here >>>> Our work was informed by the pedestrian flow models, which highlights where crowding and bottlenecks occur the most. “London Bridge is the first UK...

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Personal space when we are travelling

The recent reports of disturbances on flights where passengers have had some robust “disagreement” over reclining their seats made us think about the meaning of and need for personal and personalised space when we travel. There is a desire to be able to adjust our seat and space to fit us and what we want to do (eat, sleep, read, etc).  This also reflects the...

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Behaviour in crowds and paying attention

Behaviour in crowds and paying attention

Part of what influences our experience of places like airports is how those around us behave. Of course it’s not always positive as far as our own perception goes – a recent piece on-line highlighted the 12 most annoying things other passengers do – http://goo.gl/rRIi6v  We’ve probably all experienced most of these (and been guilty of some of them too!).  However we’ve pointed the link to...

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Joined up journeys

One of the advantages that the car has over public transport is that it takes the passenger from A – B, door to- door, no changes, no hassle. So as well as being the ultimate consumer product, it is also convenient and easy. But with the costs of motoring rising, and roads becoming more congested, the car is losing much of its shine. Urban planners...

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Is the answer to better experiences about tech or people…or both?

Is the answer to better experiences about tech or people…or both?

We were recently reading a blog about reducing the pain of the taxi queue at airports as another component of improving the elusive passenger experience. The solution offered in the blog (coming from a tech company) was live information on waiting times. Such an approach could have the added benefit of feeding data back to the taxi companies so they could alter their services in...

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